Refund policy

UK Wholesale Returns and Refund Policy

Please note that once delivered to the customer, we are not responsible to replace or refund any goods that are damaged under the care of the customer including and not limited to how the customer is storing the products or goods in their care.

If your delivery has not arrived within 8 working days please contact us on orders@mrsimms.co

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.   To be eligible for a return, your item must be in the same condition that you received it, unopended and in its original packaging. You’ll also need the receipt or proof of purchase.   To start a return, you can contact us at info@mrsimms.co.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@mrsimms.co.

Please inspect your order when received and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

UK Wholesale Exceptions & Non-returnable Items 

Certain types of items cannot be returned, like perishable goods with short dated expiry dates, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.  

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  If more than 15 business days have passed since we’ve approved your return, please contact us at info@mrsimms.co.

International Wholesale Pick-up

For first orders and large international orders of more than 2 pallets, Samples of our products will be shipped to the Customer approximately 2 weeks before the shipment is ready for pickup by the International Wholesale Customer.

Mr Simms will be not be responsible for any process (after handing over of the goods or products to the International Wholesale Customer or their shipping agent at the Mr Simms warehouse), including transportation, custom clearance and any other statutory compliances that needs to be fulfilled by International Wholesale Customer in this regard.

Please note that after the products or goods leave our warehouse, we are not responsible to replace or refund any goods that are damaged under the care of the International Wholesale Customer including and not limited to how the International Wholesale Customer is storing the products or goods in their care.

Please inspect your order upon pick up and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue..

International Wholesale Exceptions & Non-returnable Items 

To be eligible for a return, your item must be in the same condition that you received it, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.   To start a return, you can contact us at info@mrsimms.co.

Please note that returns will need to be sent to the same pick up address. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@mrsimms.co.

3ACES

Inspection & Claims: Please inspect your goods as soon as possible upon arrival to ensure your claims can be processed:

Visible Issues: Any shortages or damage apparent at the time of delivery should be noted on the delivery document and reported to Mr Simms promptly.Concealed Issues: Hidden damage or defects must be reported within 1–2 working days of discovery.

Evidence: Please provide reasonable supporting evidence with your notification. Mr Simms reserves the right to reject claims made outside of these timeframes.