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BWT UK Limited – Business-to-Business (B2B) Returns & Defective Goods Policy

BWT UK Limited – Business-to-Business (B2B) Returns & Defective Goods Policy

1. General Principles

1.1 This Policy applies exclusively to Business-to-Business (B2B) sales. As a commercial customer, you acknowledge that consumer protection laws—including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013—do not apply to transactions with BWT UK Limited (referred to as "the Company", "we", "us", or "our").
1.2 Due to the perishable and consumable nature of coffee products, all commercial sales are final. We do not operate a "cooling-off" period, and we do not accept returns for change of mind, overstocking, or subjective taste preferences.

2. Notification of Defects, Damages, or Shortages

2.1 The Customer must inspect all delivered goods immediately upon receipt.
2.2 Any claim that coffee products are damaged in transit, short-delivered, or fail to comply with the order specification must be submitted to us in writing (via email to bwtcustomerservice@bwt-uk.co.uk) within 3 business days of delivery.
2.3 Any claims made outside of this 3-business-day inspection window will be deemed waived, and the delivery will be conclusively accepted as complete and free from visible defects.

3. Quality and Latent Defects

3.1 We warrant that our coffee products leave our facility in a fresh, sealed, and satisfactory quality condition, fit for commercial resale or consumption within the designated use-by/best-before parameters.
3.2 In the rare event of a latent quality defect (e.g., a batch-wide roasting fault or systemic seal failure) discovered after the initial inspection window, the Customer must notify us immediately upon discovery, providing:

  • The relevant Batch Number and Best Before Date.

  • A detailed description of the quality issue.

  • Photographic or video evidence of the packaging and product condition.

4. Remedies and Returns Procedure

4.1 No goods may be returned to us without prior written authorization and issued Return Merchandise Authorization (RMA) number. Unsolicited returns will be rejected at our warehouse and returned at the Customer's expense.
4.2 Where a claim under Clause 2 or Clause 3 is validated by our quality control team, we will, at our sole discretion, provide one of the following remedies:

  • Dispatch a replacement delivery of the correct goods at our expense.

  • Issue a credit note to the Customer’s account.

  • Issue a refund to the original payment method.
    4.3 If we request the physical return of the disputed stock for testing, we will arrange and cover the cost of collection. Returned stock must be kept in its original commercial outer packaging, stored in clean, dry conditions, and must not be further degraded.

5. Exclusions from Liability

5.1 We will not accept returns, issue refunds, or accept liability for any coffee products that have degraded due to:

  • Improper storage by the Customer (e.g., exposure to moisture, extreme temperatures, direct sunlight, or strong odours).

  • Negligent handling, opening of bags with sharp tools, or poor stock rotation.

  • Subjective customer or consumer taste preferences.