Company: Ancient Wisdom Marketing Limited (Company No. 04108870)
Trading Name: AW Dropship

Effective date: 31 December 2024

Updated on: 13 March 2026

1. Scope

This Returns & Claims Policy applies to all orders placed with Ancient Wisdom Marketing Limited trading as AW Dropship (“AW Dropship”, “we”, “us”, “our”).

AW Dropship supplies trade customers only.

Where goods are shipped directly to an end consumer, they are dispatched on behalf of the AW Dropship customer placing the order.

AW Dropship does not enter into a contract with the end recipient of the goods.

All claims must be submitted by the registered AW Dropship account holder.

2. Inspection of Goods

Customers must ensure that goods are inspected as soon as reasonably possible after delivery.

Any issues must be reported within the deadlines specified in this policy.

Claims submitted outside these timeframes may not be accepted.

3. Damaged, Faulty, Missing or Incorrect Items

If any item arrives:

  • damaged
  • faulty
  • missing from the order
  • incorrect

Customers must notify AW Dropship of any damaged, faulty, missing or incorrect items within 3 business days of delivery, or within 1 business day of becoming aware of the issue, whichever occurs first, and in any event no later than 7 calendar days from the delivery date.

Claims must include:

  • order number
  • item code
  • quantity affected
  • description of the issue
  • photographic evidence, where requested

Failure to report visible transit damage within this timeframe may result in the claim being declined.

4. Non-Delivery Claims

Orders are considered non-delivered if they have not arrived within 10 business days after the estimated delivery date.

Non-delivery claims must be submitted within 21 days of dispatch.

After this period, the carrier may refuse investigation, and the claim may not be accepted.

5. Manufacturing Faults

If a manufacturing fault becomes apparent after delivery, customers must notify AW Dropship:

  • within 5 business days of discovering the issue
  • and within 6 months of delivery

This does not apply to issues caused by:

  • misuse
  • normal wear and tear
  • accidental damage
  • improper storage
  • unauthorised modification.

6. Evidence Requirements

AW Dropship may require photographic evidence before approving claims.

Where photographic evidence is sufficient, the item may not need to be returned.

Where a return is required, AW Dropship will provide return instructions.

Items returned without authorisation may not be accepted.

7. Remedies

If a claim is accepted, AW Dropship may, at its discretion:

  • issue account credit
  • provide replacement goods
  • issue a refund to the original payment method

Account credit is the standard remedy unless otherwise agreed.

Delivery charges are not refundable unless the entire order was incorrectly supplied or not delivered.

8. Items Ordered in Error

AW Dropship supplies trade customers only, therefore there is no automatic right to return unwanted goods.

Returns for items ordered in error may be accepted at AW Dropship’s discretion if:

  • reported within 3 business days of delivery, or within 1 business day of becoming aware of the issue, whichever occurs first, and in any event no later than 7 calendar days from the delivery date.
  • unused and unopened
  • returned in original packaging
  • suitable for resale.

Return shipping costs remain the responsibility of the customer.

9. Hygiene and Cosmetic Products

For health and safety reasons, the following items cannot be returned unless faulty:

  • earrings
  • cosmetics
  • personal care products
  • sealed hygiene products that have been opened.

10. Third-Party Forwarding Services

Where goods are delivered to:

  • freight forwarders
  • marketplace warehouses
  • consolidation centres
  • third-party logistics providers

AW Dropship responsibility ends once the goods have been delivered to the address specified on the order.

11. Excluded Claims

Claims will not be accepted for:

  • natural colour variation
  • natural material variation
  • fragrance variation
  • dissatisfaction with natural stone colours
  • incorrect product listings created by the customer
  • failure to update stock availability.