Returns & Refunds Policy

Peoples is a trade-only wholesale platform. Goods supplied to verified retail trade accounts are not subject to the same consumer-cancellation rights that apply to private B2C sales, but we are committed to resolving genuine issues quickly and fairly.

This policy sets out exactly when we will replace or refund goods, the timeframes in which you must contact us, and how to make a claim.

If goods arrive faulty, defective, or damaged in transit, you must report this to us within 48 hours of delivery. After this window, claims for damage or transit fault may not be accepted.

When reporting, please include:

• Your trade account number and order reference
• Photographs of the outer packaging (if applicable) and the affected goods
• The product SKUs and quantities affected
• A short description of the fault or damage

If a fault becomes apparent only after the 48-hour window through normal handling — for example, a manufacturing defect that could not have been spotted on receipt — please still contact us. Such cases are reviewed on their merits and your statutory rights are preserved (see Section 7).

If you receive an item that does not match what you ordered, or if items shown on your dispatch note are missing, please report this within 48 hours of delivery.

• Wrong items: we will arrange collection of the wrong item and dispatch the correct item at no extra cost
• Missing items: we will verify against the dispatch record and either dispatch the missing item or refund the line, at our discretion

All return and refund claims must be raised by emailing our trade support team:

• Email hello@peoples.co.uk within the relevant reporting window
• Subject line: "Returns claim — [your order number]"
• Include the information listed in Section 2

We will acknowledge your claim within 1 business day and confirm the next step within 3 business days.

Where a claim is accepted, we will resolve it as follows:

• Replacement first. Our standard remedy is a like-for-like replacement, dispatched within 3 business days of authorisation, free of additional shipping cost
• Refund as fallback. If a replacement is not possible (for example, stock is unavailable) or not wanted, we will refund the affected line to the original payment method
• Refund timing. Refunds are processed within 5 business days of authorisation. Your bank or card issuer may take additional time to make funds available

Where return shipping of the original item is required, we will arrange and pay for the collection in the case of faulty, damaged or wrong-item claims.

As a trade wholesaler, we do not accept returns or issue refunds in the following situations:

• Change of mind on goods purchased for resale
• Goods that have been opened, used, repackaged, relabelled, or had their tamper seals broken
• Goods passed their printed best-before or expiry date due to delays in your own handling or storage
• Damage caused by storage, display, or handling at the retailer's premises
• Claims raised outside the 48-hour reporting window where no manufacturing defect is established
• Goods purchased through a third party rather than directly from Peoples

Any return outside the situations covered in Sections 2 and 3 may be considered at our sole discretion and may attract a restocking fee of up to 20% of the line value.

Nothing in this policy limits or excludes any statutory right that may apply to your purchase under English law, including rights under the Sale of Goods Act 1979, the Supply of Goods Act 1973, or any successor legislation.

In particular, where goods supplied are not of satisfactory quality, not as described, or not fit for their intended purpose, you may be entitled to a remedy regardless of the timeframes set out above.

For all returns and refund enquiries, please contact our trade support team: