Trade Returns Policy

Trade Returns at a Glance

Who this policy applies to

This policy applies where goods are purchased wholly or mainly for trade, business or professional purposes. Trade Buyers may include interior designers, architects, property developers, furniture retailers, hotels, restaurants, serviced accommodation operators, offices, commercial contractors and landlords purchasing for business purposes.

Trade Buyers do not receive the same statutory cooling-off cancellation rights that apply to qualifying Consumer purchases. Entering a company name does not by itself decide whether a purchase is a Trade or Consumer purchase; the main purpose and circumstances of the purchase are relevant. If you purchase mainly as a private individual, our Consumer Returns Policy may apply instead.

Trade orders are normally final sale

Ordinary change-of-mind returns are generally not accepted for Trade orders. Commercial and project risk remains with the Trade Buyer, including where a project is cancelled, an end customer changes their mind, goods are no longer required, the Buyer orders the wrong quantity, a colour or style is no longer suitable, the Buyer finds an alternative product or the Buyer is unable to resell the goods.

This does not affect claims for faulty, damaged, incorrect, missing or incomplete goods, specifically agreed return rights, or an eligible DSH Trade First Order Protection return.

Faulty, damaged, incorrect or missing goods

These claims are handled separately from ordinary Trade returns. They may include a manufacturing fault, transit damage, the wrong model or colour, a missing carton or component, or goods materially different from the agreed specification.

Report the problem as soon as reasonably possible. For visible delivery damage, reporting it ideally within 48 hours helps the courier investigation, but reporting later does not automatically remove all rights. Evidence may include product, packaging and delivery photographs, video, a written description and the delivery note where applicable.

Depending on the circumstances, an appropriate resolution may include replacement parts, replacement product, repair, partial refund, full refund, or return and refund. Where the Supplier is responsible for the fault, damage or incorrect supply, the Trade Buyer should not normally bear reasonable authorised return freight costs.

DSH Trade First Order Protection

This protection reduces the risk of trying a Supplier for the first time. It is not a general Trade returns programme. Unless different return terms were expressly agreed in writing before the order was placed, all applicable requirements below must be satisfied:

• the Buyer is a Trade Buyer;
• the order is the Buyer’s first eligible order with that particular Supplier;
• the return request is submitted within 7 days of delivery;
• the item is a standard stocked product;
• the item is unused, unassembled, complete, in its original packaging and in resalable condition;
• the unit trade price is no more than £500; and
• the total protected return value is no more than £1,000 for that eligible order.

First order with a Supplier

A first Supplier order normally means the Trade Buyer has not previously completed a purchase from that Supplier through DirectSourceHome. When deciding whether the relationship is genuinely new, DirectSourceHome may reasonably consider linked or duplicate accounts, the same company and substantially identical purchasing entities. This does not remove legitimate rights relating to faulty, damaged, incorrect or missing goods.

Products and orders not covered

Trade First Order Protection normally excludes repeat orders from the same Supplier; bespoke or personalised goods; customised dimensions, fabrics or colours; made-to-order goods specifically identified before purchase as non-returnable; clearance, open-box, sample or display products; project-priced, contract-priced or custom-quoted orders; and bulk orders. A product is not excluded merely because it is described as made to order; its actual return classification and the agreed specification apply.

Bulk and project orders

Unless different written terms were agreed before purchase, an order may be classified as a Bulk or Project Order where it contains 10 or more units within the relevant order or product group, or has a total order value of £5,000 or more. An order may also be identified before purchase as a Project Order, Contract Order or Custom Quote. Specifically agreed written project or contract terms take priority over this standard policy to the extent permitted by law.

Condition and partial returns

For First Order Protection, returned products must normally be unused, unassembled, complete, clean, unmodified, in resalable condition and returned with all accessories, manuals, fixings and components. Original packaging should be sufficiently complete and suitable to protect the goods during transport and allow reasonable resale without significant repacking.

If packaging, accessories or components are missing, the return may be rejected or, where appropriate under the applicable Trade agreement, a reasonable deduction may be made for actual loss, repacking or diminished resale value.

Partial returns

A partial return may be accepted only where each returned unit meets the eligibility requirements, the retained and returned goods are not part of an indivisible set, the return does not invalidate project or bulk pricing, and the protected return remains within the £1,000 limit. Where quantity-based pricing applied, retained goods may be recalculated only where the applicable pricing terms contractually permit it; no automatic or unexplained deduction will be made.

Return freight, large furniture and international Suppliers

Trade First Order Protection does not normally include free return freight. The Trade Buyer normally pays the authorised return transportation cost. Sofas, sofa beds, dining tables, sideboards, cabinets, beds, wardrobes, palletised products and other oversized goods may require specialist, pallet, approved courier or two-person furniture collection.

Do not independently dispatch oversized goods without written return authorisation. If an unauthorised courier is used, DirectSourceHome cannot guarantee acceptance or reimbursement of freight charges. Where goods are confirmed faulty, damaged or incorrect because of Supplier responsibility, reasonable authorised return freight should normally be borne by the responsible Supplier or party.

International Suppliers

For UK marketplace transactions, Trade Buyers should not normally be asked to arrange an international furniture return to an overseas manufacturing location. Approved returns should normally be directed to an authorised UK Supplier return address or a DirectSourceHome-managed or approved return hub where available. Do not independently ship goods overseas unless this is specifically agreed and arranged through DirectSourceHome.

Restocking fee and delivery charges

For an approved DSH Trade First Order Protection return, the default restocking fee is 10% of the net purchase price actually paid for the approved returned goods after product discounts. It excludes outbound delivery charges, return freight and separately charged services. For example, a returned product with a net purchase price of £400 would have a £40 restocking fee.

The Trade restocking fee does not apply to Supplier-fault returns, damage-in-transit claims where the Buyer is not responsible, incorrect or missing goods, or qualifying Consumer returns. For an approved First Order Protection return, original delivery charges are normally non-refundable and return freight is normally paid by the Trade Buyer unless expressly agreed otherwise.

How to request and authorise a Trade return

1. Open our Contact Support page.
2. Provide the order number, Supplier, product and delivery date.
3. Identify the product and quantity concerned.
4. Explain the reason for the request.
5. Attach or provide supporting evidence where requested.
6. Wait for written return authorisation and instructions.
7. Do not dispatch the goods until authorised.

Written approval acts as the Return Authorisation. Quote the order number and any return reference provided when arranging collection, identifying goods at the warehouse, supporting Supplier inspection and processing the refund. Sending goods directly to a Supplier without authorisation does not guarantee acceptance or reimbursement; unauthorised returns may be delayed or refused where commercially reasonable.

Inspection, refunds and calculation

An authorised Trade Protection return may be inspected for identity, quantity, condition, completeness, assembly, use, damage, packaging and missing parts or accessories. The outcome may be approved, approved with a documented deduction, rejected, or placed on hold while further evidence is requested. Any deduction will have a clear reason and will not be arbitrary.

Approved Trade Protection refunds will normally be processed within 14 days after the authorised returned goods have been received and inspected. If a reasonable additional investigation is required, DirectSourceHome will inform the Trade Buyer. Refunds are normally made to the original payment method unless otherwise agreed.

Where applicable, the refund breakdown may start with the net value of the approved returned goods and subtract the agreed restocking fee, Buyer-responsible return freight and authorised deductions for missing or damaged components. The calculation should be shown transparently rather than as one unexplained figure.

Cancelling a Trade order before dispatch

A Trade Buyer may request cancellation before dispatch, but cancellation is not guaranteed. It depends on whether the Supplier has accepted or processed the order, picking or packing has started, the goods have shipped, manufacture or customisation has begun, or project-specific costs have already been incurred.

For bespoke, customised or manufactured-to-order goods, cancellation may no longer be possible once production or customisation begins. Separate written project or contract terms take priority where applicable.

Project terms and reasonable use

Where DirectSourceHome, the Supplier and Trade Buyer expressly agreed project, quotation, contract pricing, bespoke, cancellation or return terms in writing before the order was placed, those terms may take priority over this standard policy to the extent permitted by law.

DirectSourceHome may review or restrict Trade First Order Protection where there is reasonable evidence of repeated misuse, duplicate accounts, excessive return patterns, fraudulent claims, deliberate product damage or repeated attempts to present repeat Supplier orders as first orders. A previous return does not remove legitimate rights relating to faulty, damaged, incorrect or missing goods.

Contact and escalation

If the Trade Buyer and Supplier cannot resolve a return or fault claim, the case may be escalated to DirectSourceHome for review. Use Contact Support and include the order number, the issue, the resolution requested and any supporting evidence.