Returns
We hope you find the process of purchasing from Canary Distributors as smooth and efficient as possible. Keeping that in mind, we have a comprehensive Returns Policy in place if you are not 100% satisfied with your purchase.
How To Return the Product
If you have received your order and something is damaged, faulty, or incorrect, please contact us to submit a returns application for a replacement, credit, or refund. Please provide us with a clear image of the issue, the expiry and batch number for the product, your order number, and the item affected within 24 of receiving your order.
Our customer services team will review your returns application. Please allow 3-5 working days for a response from our team. Please do not throw any items away until the matter is resolved.
Our return policy covers a 24 Hours period starting from when you received your order. If more than 24 hours have passed since your purchase was delivered, unfortunately, we won’t be able to provide a store credit for your items.
Damaged Products
We offer free replacement of damaged items. If you have received such items, please reach out to us within 24 hours of receiving the order, and we shall contact the shipping company to open an investigation. However, please note that any items damaged from negligent use or inappropriate handling after the dispatch of your order are an exception to our returns policy and will not be considered for return.
After the investigation, if these items are deemed damaged before or in transit, we’ll initiate the replacement process. To return your damaged items, please ensure that you retain all packaging when we collect them for assessment.
However, please note that any items damaged from negligent use or inappropriate handling after the dispatch of your order are an exception to our returns policy and will not be considered for return.
Faulty Products
Faulty items have issues that compromise the product integrity or quality, such as hardening, crumbling, faulty seals, manufacturing issues, unstated expired products, or items not working as described.
Where an item is faulty and this was not disclosed at the time of purchase online, in the first instance we will organize an exchange or offer a partial credit if the product is still saleable by you to your customers.
We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some scenarios, we may require the faulty item to be returned to us for further inspection.
Canary Distributors reserves the right not to offer an exchange voucher, refund, or replacement where the item fault is a result of misuse or neglect.
Incorrect Products
Incorrect items are those different from your actual order. If you have received an incorrect item, we will organize for it to be returned and replaced.
Please note that we accept incorrect items that remain unopened and in original sellable condition; otherwise, we may not be able to accept the return and we are bound to charge for the opened or unsellable conditioned product.
The window for returning incorrect items is 7 days from the date of your order being delivered. Items returned after 7 days will not be accepted for health and safety reasons.
CONSUMER GUARANTEES ACT (CGA)
As we are a Business-to-Business (B2B) wholesaler and distributor, the Consumer Guarantees Act (CGA) does not apply to any transactions taking place on this website, unless stated otherwise.
PROOF OF PURCHASE
Returns, refunds, exchanges, or replacement requests must be accompanied by any one of the following proof of purchase documents:
Online order confirmation or sales/invoice number
Financial statement such as a credit card statement or a bank statement (however, when the proof of purchase does not clearly itemize the goods, more than one type of proof of purchase may be required).
Note:
Refunds will only be issued using your original payment method.