Refund policy

Wholesale Return, Claims & After-Sales Policy

(B2B Transactions Only)

This website operates exclusively for business-to-business (B2B) wholesale transactions.
All orders placed through this platform are considered commercial purchases between businesses.

Consumer protection laws applicable to retail (B2C) transactions — including cooling-off periods — do not apply.

By placing an order, the buyer acknowledges and agrees to the terms outlined below.

1. Inspection & Claims Period

All shipments must be inspected immediately upon receipt.

The buyer is responsible for verifying:

  • Carton quantity vs packing list

  • Outer carton condition

  • Model accuracy

  • Color accuracy

  • Quantity accuracy

  • Visible manufacturing defects

Any issue must be reported within 48 hours of confirmed delivery.

Claims must be submitted via email to:
info@markrydenwholesale.com

Failure to report issues within 48 hours may result in claim rejection.

2. Required Documentation for Claims

To evaluate a claim, the following documentation is mandatory:

  1. Order number or invoice number

  2. Clear photos of unopened outer cartons (if applicable)

  3. Photos and/or videos clearly showing the defect or issue

  4. Close-up photos of affected items

  5. Quantity affected

  6. Model name(s) and color(s)

  7. Description of the issue

  8. Proof of delivery date

Incomplete submissions may delay or invalidate the claim process.

3. Types of Eligible Claims

Claims may be considered for:

  • Verified manufacturing defects

  • Incorrect model shipped

  • Incorrect quantity shipped

  • Severe transport damage (where liability applies under agreed Incoterm)

Minor variations that do not affect product functionality (such as slight stitching tolerance, minor packaging dents, or small cosmetic inconsistencies within industry tolerance) are not considered defects.

4. Resolution Options

After review and internal quality verification, we may offer one of the following resolutions:

  • Replacement units in next shipment

  • Spare parts supply (zippers, pulls, hardware, etc.)

  • Partial refund

  • Credit note for future orders

  • Commercial discount on next order

  • Other mutually agreed resolution

The final resolution method is determined based on:

  • Shipping term (EXW / DAP / DDP)

  • Verified nature of the defect

  • Production batch review

  • Claim evidence quality

  • Commercial agreement between parties

Refunds are not automatic and are subject to review and approval.

5. Non-Returnable Items (Strictly Enforced)

The following items are non-returnable under all circumstances except verified manufacturing defect:

  • Customized logo products

  • Private label production

  • Custom packaging or inserts

  • Special project orders

  • Made-to-order production

  • Clearance or discounted bulk items

  • Sample orders

Customized goods are produced specifically for the buyer and cannot be resold. Therefore, cancellation, return, or refund for non-defective customized goods is not permitted.

6. Order Cancellation & Modification Policy

Order modifications or cancellations are only possible if:

  • Production has not started

  • Materials have not been allocated

  • Logo production has not begun

Once production begins — particularly for customized orders — cancellation or changes are not permitted.

For stock orders, cancellation may be possible before dispatch confirmation.

7. Shipping Responsibility & Incoterms

Liability is governed by the agreed shipping term stated in your quotation or invoice:

EXW (Ex Works)

  • Risk transfers to buyer once goods leave factory or warehouse.

  • Buyer assumes responsibility for freight, insurance, and customs clearance.

DAP (Delivered At Place)

  • Seller arranges transport to destination.

  • Buyer is responsible for import duties, VAT, customs clearance, and local taxes.

DDP (Delivered Duty Paid)

  • Duties and taxes handled as specified in quotation.

  • Terms may vary by destination country.

Shipping delays caused by customs authorities, inspections, force majeure, carrier congestion, or peak season are not grounds for refund.

Shipping costs are non-refundable unless explicitly agreed in writing.

8. Transport Damage

If goods arrive visibly damaged:

  • Take photos before opening cartons

  • Keep all packaging materials

  • Notify us within 48 hours

Carrier damage claims may require cooperation with the logistics provider depending on shipping term.

Failure to document damage at time of receipt may invalidate transport claims.

9. Returns Authorization

No products may be returned without written authorization.

If a return is approved:

  • Return instructions will be provided in writing

  • Unauthorized returns will not be accepted

  • Return freight cost responsibility will be defined case-by-case

Return approval does not guarantee refund until goods are inspected.

10. Refund Processing

If a refund is approved:

  • Confirmation will be provided in writing

  • Refund will be processed to the original payment method or issued as credit note

  • Processing time: up to 10 business days after approval

Bank processing times may vary.

If you have not received confirmation after 15 business days from approval, contact:
info@markrydenwholesale.com

11. Limitation of Liability

Our liability is limited to the invoice value of the affected goods.

We are not responsible for:

  • Indirect losses

  • Lost profits

  • Marketplace penalties

  • Delayed sales

  • Storage costs

  • Business interruption

12. Ongoing Wholesale Partnerships

For long-term partners and corporate clients, customized after-sales procedures may be agreed in writing prior to production.

Repeat buyers are encouraged to align on:

  • Standard inspection process

  • Batch tracking

  • Spare parts supply

  • Claim handling protocol

13. Acknowledgment

By placing a wholesale order through this website, the buyer confirms:

  • They are purchasing as a business entity

  • They accept B2B commercial terms

  • They understand customized orders are non-returnable

  • They agree to the claim submission deadlines