Returns & Refund Policy
OTR Direct
Last Updated: January 2026
1. Overview
At OTR Direct, we are committed to providing high-quality products and excellent customer service. This Returns and Refunds Policy outlines the circumstances under which products can be returned and refunds can be issued. Please read this policy carefully before placing an order.
2. Your Consumer Rights
As a consumer in the UK, you have certain statutory rights under the Consumer Rights Act 2015. This policy does not affect your statutory rights. If goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund.
3. Returns Policy
3.1 General Returns Policy
Due to the nature of our business as a wholesale food supplier, we operate a restricted returns policy. We do not accept returns or exchanges for change of mind, unwanted items, or products ordered in error, except where required by law.
3.2 Acceptable Reasons for Returns
We will accept returns in the following circumstances:
● Products are damaged or defective upon receipt
● Products are not as described on our website
● Wrong items have been delivered
● Products are past their use-by date upon delivery
● Packaging is damaged and has affected the product quality
3.3 Non-Returnable Items
The following items cannot be returned for health and safety reasons:
● Perishable food items (fresh, frozen, or chilled products) once delivered, unless faulty
● Products that have been opened, used, or unsealed
● Special order or custom items
● Items purchased on clearance or special promotion (unless faulty)
4. Reporting Issues
4.1 Time Limits for Reporting
You must report any issues with your delivery within the following timeframes:
● Damaged goods: Within 24 hours of delivery
● Missing items: Within 24 hours of delivery
● Wrong items: Within 24 hours of delivery
● Quality issues: Within 7 days of delivery
We will not accept responsibility for issues reported after these timeframes have elapsed.
4.2 How to Report an Issue
To report an issue with your order, please contact us immediately:
Email: support@otrdirect.co.uk
Telephone: +44 121 824 3984
4.3 Information Required
When reporting an issue, please provide:
● Your order number
● Date of delivery
● Details of the issue
● Photographic evidence of any damage or defects
● Copy of the delivery note (if applicable)
5. Damaged or Defective Products
5.1 Inspection Upon Delivery
It is your responsibility to inspect products upon delivery. If any damage is visible, please note it on the delivery receipt and inform the delivery driver immediately. Take photographs of the damage as evidence.
5.2 Proof of Damage
To process a claim for damaged goods, we require clear photographic evidence showing:
● The damaged product
● The product packaging
● The outer shipping packaging (if applicable)
5.3 Resolution
Once we have verified the damage or defect, we will offer you one of the following options:
● Replacement of the damaged or defective product
● Full refund for the affected items
● Credit note for future purchases
6. Wrong or Missing Items
6.1 Incorrect Items Delivered
If you receive incorrect items, we will arrange for the correct products to be delivered at no additional cost. We will also arrange collection of the incorrect items.
6.2 Missing Items
If items are missing from your order, we will investigate and dispatch the missing items as soon as possible. If the items are no longer available, we will issue a refund for the missing products.
7. Return Process
7.1 Authorization Required
All returns must be authorized by us before sending products back. You must contact our customer service team to obtain a Returns Authorization Number. Unauthorized returns will not be accepted.
7.2 Return Shipping
Return shipping costs will be handled as follows:
● Faulty or incorrect items: We will cover all return shipping costs and arrange collection
● Change of mind returns: Not accepted unless agreed in exceptional circumstances, in which case you will bear all return costs
7.3 Return Condition
Products must be returned in their original condition and packaging. Products that have been opened, used, or are no longer in a saleable condition (except for the reported defect) may not be accepted for return.
8. Refunds
8.1 Refund Processing
Once we receive and inspect the returned products, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days.
8.2 Refund Method
Refunds will be issued to the original payment method used for the purchase. If this is not possible, we will issue a credit note or arrange an alternative refund method.
8.3 Partial Refunds
Partial refunds may be granted in the following situations:
● Products returned with obvious signs of use or damage not reported upon delivery
● Products returned without original packaging
● Products returned more than 7 days after the issue was identified
8.4 Refund of Delivery Charges
If you are entitled to a full refund due to our error (damaged, defective, or incorrect items), we will also refund the delivery charges you paid. For other returns, delivery charges are non-refundable.
9. Cancellations
9.1 Before Dispatch
You may cancel your order before it has been dispatched by contacting us immediately. If your order has not yet been processed for dispatch, we will issue a full refund.
9.2 After Dispatch
Once an order has been dispatched, it cannot be cancelled. The return policy outlined in this document will apply.
10. Quality Guarantee
We take great care to ensure that all products we supply are of the highest quality and comply with UK food safety regulations. If you have any concerns about the quality of our products, please contact us immediately so we can investigate and resolve the issue.
11. Exceptions and Special Circumstances
In exceptional circumstances, we may consider returns or refunds outside the scope of this policy. Such decisions will be made at our sole discretion. Please contact our customer service team to discuss any special circumstances.
12. Consumer Protection
Nothing in this Returns and Refunds Policy affects your statutory rights as a consumer under UK law. If you believe your consumer rights have been violated, you may contact the Citizens Advice Consumer Service or pursue legal remedies.
13. Changes to This Policy
We reserve the right to update this Returns and Refunds Policy at any time. Any changes will be posted on our website with an updated revision date. Your continued use of our services after changes are made constitutes acceptance of the revised policy.
14. Contact Us
If you have any questions about our Returns and Refunds Policy or need to initiate a return, please contact us:
OTR Direct
Email: support@otrdirect.co.uk
Telephone: +44 121 824 3984
Website: www.otrdirect.co.uk
© 2026 OTR Direct. All rights reserved.
