At Prime Source Pallets, we aim to provide clear and accurate information about our liquidation pallets, wholesale stock and bulk inventory.
Because liquidation inventory may include customer returns, overstock merchandise, shelf pulls, clearance stock and mixed-condition goods, customers should carefully review the product description and available inventory information before placing an order. This Refund and Returns Policy explains how cancellations, returns, damaged deliveries and refund requests are handled. Nothing in this policy is intended to limit or exclude any statutory rights that cannot legally be excluded under applicable UK consumer law.
1. Liquidation Inventory Condition
Prime Source Pallets supplies wholesale liquidation inventory across a range of product categories.
Depending on the product or pallet purchased, inventory may include:
- Customer returns
- Overstock merchandise
- Shelf pulls
- Clearance stock
- Open-box products
- Damaged packaging
- Mixed-condition inventory
- Unmanifested merchandise
- Manifested inventory
Liquidation pallets are not the same as purchasing individual brand-new retail products. Unless a product description specifically states otherwise, buyers should understand that liquidation stock may contain products in varying conditions. Packaging may be damaged, opened, marked or missing. Some customer return items may require inspection, cleaning, testing, repair or repackaging before resale.
2. Manifested and Unmanifested Pallets
Some pallets may be sold with a manifest or estimated inventory list. A manifest is provided for inventory information and may be based on supplier or warehouse data. Unless expressly confirmed otherwise, minor discrepancies may occur due to warehouse processing, stock movement or liquidation handling.
Unmanifested pallets are sold without a complete item-by-item inventory list. Customers purchasing unmanifested or mystery liquidation pallets acknowledge that the exact product mix, brands, models, sizes, quantities and individual item values may vary. We do not guarantee specific products inside an unmanifested pallet unless those products are expressly confirmed in writing as part of the order.
3. Consumer Cancellation Rights
If you purchase goods from us online as a consumer, you may have a legal right to cancel your order within 14 days after receiving the goods, subject to applicable UK law and any lawful exceptions. You do not normally need to provide a reason for exercising an applicable statutory cancellation right. if you wish to cancel an eligible order, you must clearly inform Prime Source Pallets of your decision within the applicable cancellation period. After notifying us of a cancellation, eligible goods must be returned within the period required by applicable law. UK guidance on online and distance selling explains the statutory cancellation framework for eligible consumer purchases.
4. Business and Wholesale Orders
Many Prime Source Pallets customers purchase inventory for business, trade, resale or wholesale purposes. Business-to-business purchases may be subject to different contractual and legal rules from purchases made by individual consumers. Where an order is placed wholly or mainly for business, resale, trade or commercial purposes, the applicable order terms and any agreed wholesale conditions will apply, subject to applicable law. Before purchasing bulk liquidation inventory, business buyers are responsible for reviewing:
- The product description
- Inventory condition
- Pallet type
- Manifest availability
- Quantity
- Delivery requirements
- Wholesale order terms
Please contact us before ordering if you require clarification about a pallet or bulk inventory load.
5. Returns of Eligible Goods
Before returning any order, please contact Prime Source Pallets and provide your order information. Do not return pallets or goods without first contacting our customer support team. Where a return is accepted or required by applicable law, customers may be asked to provide:
- Full name
- Order number
- Email address
- Delivery address
- Reason for contacting us
- Photographs or videos where relevant
- Details of the affected goods
Returned goods should be appropriately protected and prepared for transport. Where legally permitted, the customer may be responsible for return costs. We will explain the applicable return arrangements when reviewing the request.
6. Faulty or Misdescribed Goods
Your statutory rights are not affected by this policy. Where goods are faulty, not as described or otherwise fail to meet applicable legal requirements, customers may have rights under the Consumer Rights Act 2015.
For eligible consumer purchases, the Consumer Rights Act provides a short-term right to reject qualifying faulty goods within 30 days in applicable circumstances. Further repair, replacement, price reduction or final rejection rights may also apply depending on the circumstances. However, the condition and description of liquidation inventory are important when assessing a complaint. For example, an item will not necessarily be considered misdescribed simply because it is a customer return, open-box item or mixed-condition product where that condition was clearly disclosed before purchase. Please contact us promptly if you believe your order is materially different from the description provided.
7. Damaged Pallets or Freight Deliveries
Customers should inspect pallet and freight deliveries as soon as reasonably possible. If there is visible freight damage at the time of delivery, please:
- Inspect the external pallet packaging.
- Photograph the pallet before removing wrapping where possible.
- Photograph visible damage.
- Note visible freight damage on the delivery documentation where appropriate.
- Contact Prime Source Pallets promptly.
Please retain all relevant packaging, pallet labels and delivery documents while your enquiry is being reviewed. Failure to document visible freight damage may make it more difficult to investigate a claim with the relevant carrier. Freight damage is different from the disclosed mixed condition of liquidation merchandise.
8. Change of Mind Returns
Where a statutory consumer cancellation right applies, eligible customers may exercise that right in accordance with applicable UK law. For other returns outside statutory rights, Prime Source Pallets may consider requests on a case-by-case basis. We are not required to accept a discretionary change-of-mind return for every business or wholesale purchase. Large pallet orders, wholesale quantities and commercial resale purchases may involve substantial freight and handling arrangements. Customers should therefore review their order carefully before completing a purchase.
9. Return Shipping and Collection Costs
Return arrangements depend on the nature of the order and the reason for the return. Where legally permitted, customers may be responsible for the direct cost of returning goods. Palletised freight can require specialist transport and may involve collection, freight or handling costs. If Prime Source Pallets agrees to arrange a collection, we will provide relevant collection information before the return is completed. Where goods are faulty or misdescribed and applicable law requires us to bear return costs, the return will be handled in accordance with those legal requirements.
10. Refund Processing
Approved refunds will be processed in accordance with applicable law and the circumstances of the return. For eligible consumer cancellations, refunds are generally required within 14 days after the returned goods are received or qualifying evidence of return is provided, subject to the applicable legal rules. Standard outbound delivery costs may also need to be refunded for qualifying consumer cancellations. Where possible, refunds will normally be made using the original payment method. Processing times after a refund is issued may vary depending on the payment provider or financial institution.
11. Deductions From Refunds
Where permitted by law, Prime Source Pallets may reduce a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and that handling has reduced their value. Customers should avoid unnecessarily using, altering, dismantling or damaging goods they intend to return under an applicable cancellation right. Any deduction will be considered in accordance with applicable UK law.
12. Non-Returnable or Restricted Products
Certain products may be excluded from change-of-mind cancellation or return rights where an applicable legal exception applies.
Depending on the inventory, this may include certain:
- Perishable goods
- Goods with a short shelf life
- Sealed hygiene products after the seal has been broken
- Personal care products subject to hygiene restrictions
- Customised or specially prepared goods
Any statutory exception will only be applied where legally applicable. This section does not remove legal rights relating to goods that are faulty or misdescribed.
13. Food, Beverage and Consumable Inventory
Food, beverage and other consumable liquidation stock may contain mixed best-before dates, short-dated products or varying packaging conditions where clearly stated in the product description. Customers purchasing this inventory should review the product information before ordering. Business and resale buyers are responsible for ensuring that their storage, handling and resale activities comply with applicable food safety, labelling and trading requirements. Products must not be resold where doing so would be unlawful or unsafe.
14. Order Cancellations Before Dispatch
If you wish to cancel an order before dispatch, please contact us as soon as possible. Where the order has not entered warehouse processing or freight dispatch, we will review the cancellation request. If an order has already been prepared, collected by a carrier or dispatched, different return arrangements may apply. Nothing in this section limits applicable statutory cancellation rights.
15. Incorrect Delivery Details
Customers are responsible for providing accurate delivery information when placing an order.
Please ensure your:
- Full name
- Delivery address
- Postcode
- Telephone number
- Email address
are correct before completing your purchase. Additional freight or redelivery costs caused by incorrect delivery information may be charged to the customer where legally permitted.
16. Refused Deliveries
If a delivery is refused without prior agreement, the order may be returned to the relevant warehouse or freight facility. Additional transport, storage or return freight charges may apply where legally permitted. Any refund due will be assessed based on the circumstances of the order and applicable legal requirements.
17. How to Request a Return or Refund
To request a return, report a damaged delivery or raise a refund enquiry, please contact Prime Source Pallets through our website.
Please include your:
- Full name
- Order number
- Email address
- Telephone number
- Description of the issue
- Relevant photographs or videos
Providing complete information can help us review your request more efficiently.
18. Your Statutory Rights
Nothing in this Refund and Returns Policy is intended to exclude, restrict or replace statutory rights available under applicable UK law.
Consumer purchases and business-to-business wholesale purchases may be subject to different legal rules and contractual terms.
For official information on UK return and refund rules, see the UK Government guidance on accepting returns and giving refunds and the Consumer Rights Act 2015.
19. Contact Prime Source Pallets
If you have questions about a return, cancellation, refund or damaged delivery, please contact us before sending any goods back.
Prime Source Pallets
United Kingdom
Website: primesourcepallets.co.uk
Our team will review your enquiry and provide the appropriate next steps based on your order and the circumstances of your request.