Last updated: February 2026
Overview
At Wigton Distribution, we want you to be completely satisfied with every order. If something isn't right, we're here to help. This policy explains how returns, refunds, and exchanges work for products purchased through our website or via direct order.
Please read this policy carefully before requesting a return. If you have any questions, don't hesitate to get in touch.
Eligibility for returns
To be eligible for a return, the following conditions must be met:
- You must notify us within 24 hours of receiving your order
- The product must be unused, unopened, and in its original packaging
- You must provide your order number and reason for the return
- Products must be returned in a condition suitable for resale
For collection orders, please inspect your items before leaving. Claims for collection orders must be made at the time of pickup.
Non-returnable items
Due to the nature of our products, the following items cannot be returned:
- Perishable goods — fresh, chilled, or frozen food items that have left our cold chain
- Opened products — any item where the packaging has been opened or the seal has been broken
- Custom or special orders — products ordered specifically at your request that are not part of our standard catalogue
- Clearance items — products sold at a reduced clearance price
How to request a return
To start a return, please follow these steps:
- Step 1: Contact us by email at info@wigtondistribution.com or via our contact form within 24 hours of receiving your order
- Step 2: Include your order number, the item(s) you wish to return, and the reason for the return
- Step 3: Our team will review your request and respond within 1–2 working days with instructions
- Step 4: If approved, arrange to return the item(s) to us or we will collect them on our next delivery run to your area
Please do not return items without first contacting us. Unauthorised returns may not be accepted.
Refunds
Once we receive and inspect your returned item(s), we will notify you of the outcome. If approved:
- Refunds are processed to the original payment method within 5–10 working days
- If you paid by card, the refund will appear on your statement within your bank's processing time
- For bank transfer payments, refunds will be sent to the account the payment originated from
- Delivery charges are non-refundable unless the return is due to our error
In some cases, we may offer store credit or a replacement product instead of a monetary refund, subject to your agreement.
Exchanges
If you received the wrong product or would like to exchange an item for something else, please contact us as soon as possible. We will do our best to arrange an exchange on your next delivery or at collection.
Exchanges are subject to product availability. If the replacement item is a different price, we will adjust the balance accordingly.
Damaged or incorrect items
If your order arrives damaged, defective, or incorrect, please:
- Contact us within 24 hours of delivery
- Provide photos of the damaged or incorrect item(s) and their packaging
- Keep the item(s) and packaging until we advise on next steps
For confirmed cases of damage or error on our part, we will offer a full refund or replacement at no extra cost, including any delivery charges.
Order cancellations
You may cancel an order free of charge provided it has not yet been dispatched or prepared for collection:
- To cancel, contact us as soon as possible by email or phone
- If the order has already been dispatched, it will be treated as a return under this policy
- Orders containing perishable goods that have already been prepared cannot be cancelled
If you need to request a return, report a problem, or have any questions about this policy, please get in touch:
