Returns & Credit Policy for Sourced & Delivered Products to Account Customers
Effective Date: 16th July 2024
At Williamson Foodservice, we take pride in delivering high-quality products to all our valued account customers. We understand that occasional issues may arise, and we want to ensure a smooth and straight-forward process for any products that do not meet your expectations or where there are concerns related to quality. This policy outlines the guidelines and procedures for handling returned products, sourced & delivered via our own delivery vehicles, to our customers and includes details of how credits will be agreed and applied.
- Eligibility for Returns:
Only products sourced and delivered by Williamson Foodservice via our own delivery vehicles are eligible for returns.
The return and/or credit request must be made within 24 hours of the delivery date (48hrs for Saturday Deliveries).
- Reasons for Returns:
Products past their expiration date: If you receive products with an expired date code, these items will be replaced, or a credit applied to the customer account.
Quality issues: Should you encounter any quality-related concerns, such as spoiled, damaged, or contaminated products, you will be eligible for a return, replacement, or credit. We may ask for images of the product if they cannot be uplifted by one of our vehicles.
Incorrect products delivered: If you receive products different from your original order, you may request a return, replacement or credit (unless pre-arranged substitute products are requested on the account).
- Conditions for Returns:
All products being returned must be in their original packaging and be accompanied by the signed delivery receipt or invoice.
Products must not have been opened or partially consumed, except in case of quality issues.
Temperature-sensitive products must have been appropriately stored as per the provided guidelines.
- Return Process:
To initiate a return or credit, please contact our customer service team within 24 hours of receiving the delivery. You can reach us via 0345 450 8888 or info@williamsonfoodservice.co.uk
Our customer service representative will guide you through the return/credit process and may require additional information or photographs of the product(s) for quality control purposes.
Once a return is approved, we will arrange for the uplift of the products (unless otherwise agreed by a company representative) via our own delivery vehicles. Please ensure that the products are properly packaged and available for pick-up.
After inspecting the returned products and if the return is deemed valid, we will process a refund, replacement, or credit to your account.
- Replacements and Refunds:
For products delivered past their expiration date or where there may be a quality issue, we offer the option of a replacement or a full refund.
In cases of incorrect products delivered, we will either provide the correct replacement or issue a refund (except in circumstances where a substitute product has been requested).
- Prohibited Returns:
We cannot accept returns for date-coded products where there has been a change in customer preference or personal taste.
Returns requested after 24 hours of delivery (48hrs for Saturday delivery) will not be eligible for processing.
Any customer special or standing order will not be accepted for return if products deemed surplus to requirements by customer.
- Exceptional Circumstances:
In exceptional cases where there are recurring issues with delivered products, we will work closely with you to identify root cause and implement appropriate preventive measures.
We hope this policy provides clarity on our returns and credit process for products sourced and delivered to our customers by Williamson Foodservice. Our aim is to maintain your satisfaction and trust in our services. Should you have any further questions or concerns, please do not hesitate to contact our customer service team.
Thank you for choosing Williamson Foodservice. We value your custom and partnership and look forward to serving you with excellence.
Telephone: 0345 450 8888 Email: info@williamsonfoodservice.co.uk
For a list of Frequently Asked Questions on our Returns and Credit Policy please click here.