Refund policy

Solent Vintage Limited, trading as Solent Vintage Wholesale
Company No: 17193014
Effective date: 2 September 2026

This policy forms part of our Terms of Service. All sales are trade sales of pre-owned wholesale stock. Please read this before ordering, because it sets out the only route for raising a claim.

1. Trade sales, no change of mind

We sell to businesses and resellers. There is no cooling-off period and no change-of-mind return. Once an order is placed it is final, and a refund or replacement is only available where a valid claim under this policy is approved.

2. Claim window

Any claim must be raised with us in writing within 14 calendar days of delivery, measured from the courier's delivery confirmation. Claims received after that point will not be considered and the goods are treated as accepted in full.

3. What you must do on delivery

  • Inspect the whole order as soon as it arrives.
  • Keep all goods you intend to claim on unwashed, unaltered and unlisted until the claim is resolved. Washed, repaired, resold or otherwise altered items cannot be claimed on.
  • Keep the original packaging where practical.

4. What counts as a valid claim

A claim is valid where the goods received are materially different from what was sold, meaning one or more of:

  • the grade split of a lot falls outside the stated grade by more than the 10 percentage point tolerance set out in our Terms of Service;
  • the item count is short against the quantity on the product page;
  • a different product or category was sent from the one ordered;
  • goods arrived damaged in transit and this was reported to us within 48 hours of delivery with photographs.

5. What is not a valid claim

The following are inherent to pre-owned wholesale stock and are not grounds for a refund, return or credit:

  • normal signs of age and wear consistent with the stated grade, including fading, light marks, bobbling, worn or missing labels and minor repairs;
  • the brand, size, era, gender, style or colour mix within a mixed lot;
  • how items look after washing, steaming or treatment;
  • your resale results, market demand or pricing;
  • personal preference or general disappointment with the stock;
  • a small number of items within tolerance falling below the stated grade.

6. Evidence required

To open a claim, email us with your order number and the following. Claims that do not include all of this cannot be assessed and will be closed.

  1. Clear, unedited close-up photographs of each item you are claiming on, showing the specific issue.
  2. One or two photographs of the full order laid out as received.
  3. A numbered list matching the photographs: item, the issue, and the quantity affected.

We may ask for further photographs or for the items to be returned for inspection before a decision is made.

7. How we assess and what we refund

  • We review the evidence against the grade and description the lot was sold at and reply within 2 working days of receiving a complete claim.
  • Where a claim is approved, we refund, replace or credit the affected items only. We do not refund a full order because some items within it are out of grade.
  • Refunds for affected items are calculated at the per-item price of the lot as shown on the product page.
  • Any refund is made to the original payment method within 5 working days of approval, or of receipt of returned items where a return is required.

8. Returns

  • No goods may be returned without written return authorisation from us. Unauthorised returns will not be processed or refunded and we are not responsible for them.
  • Where we authorise a return, only the authorised items are to be sent back, in the condition received, within 7 days of authorisation.
  • Return postage is the buyer's responsibility, except where we confirm a fault or fulfilment error on our side, in which case we will cover reasonable tracked return postage.
  • Returned items remain your responsibility until they reach us. Use a tracked service.

9. Our liability

Where a claim is approved, the refund, replacement or credit we provide is the only remedy. Our total liability on any order is limited to the invoiced value of the affected goods. Nothing in this policy limits liability that cannot lawfully be excluded.

10. Chargebacks

Raising a payment dispute or chargeback instead of using this claims process, or alongside it, will be treated as a breach of our Terms of Service and may result in your account being closed. We will contest any chargeback with the order, delivery and correspondence records.

11. How to contact us

Email us using the contact details on our contact page, quoting your order number in the subject line. Please use email rather than social media messages so there is a clear written record.