Refund policy
Change of mind returns
We offer a refund and/or exchange within 14 days of your purchase date. After 14 days, we're unable to offer a refund or exchange of any kind.
To be eligible for a change of mind return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
Only regular-priced items are eligible for refund. Sale items are final and cannot be refunded.
Inspecting your delivery
All items must be checked within 5 working days of the courier confirming signed-for delivery. We're unable to accept responsibility for missing items or parts reported outside this window, so please inspect your order as soon as it arrives.
Non-delivery and missing items
All orders are sent via tracked courier services, with tracking shared with you at the point of dispatch. If tracking confirms delivery but you have not received your order, you must raise this with us within 24 hours of that tracking update. We're unable to investigate non-delivery claims raised after this period.
Late deliveries
Please check estimated shipping times before ordering, as set out in our Shipping Terms & Conditions. As all items are made to order, lead times vary by product. We're not able to accept returns, offer compensation, or cover any loss of earnings arising from an item arriving later than expected. If a delivery date matters to your business, we'd recommend building in a buffer and getting in touch with us before you order if you need to confirm a lead time.
Faulty or damaged items
If an item arrives faulty or damaged, contact us within 5 working days of delivery with your order number and photos of the issue, and we'll sort out a repair, replacement, or refund as appropriate. This is separate from our change of mind policy and isn't affected by the 14-day window above.
How to start a return
To request a return or exchange, contact us at info@eventsuppliersuk.com with your order number and reason for return. Once approved, we'll confirm the return address and next steps. Items sent back to us without prior approval may not be accepted.
Refunds
Once we've received and inspected your returned item, we'll let you know whether the refund is approved. Approved refunds are processed to your original payment method within 10 working days. Return shipping costs are the responsibility of the buyer unless the return is due to a fault or error on our part.
Bespoke and made-to-order items
As a wholesale supplier, the majority of our range is made to order. Where an item has been produced to bespoke specifications on your request, it may be excluded from change of mind returns. Please check the product listing or ask us before ordering if you're unsure.