This returns policy sets out the terms under which ECS Cash & Carry Ltd ("we", "us") accepts returns on products purchased through ecscashandcarry.co.uk. It applies alongside your statutory consumer rights under the Consumer Rights Act 2015 and, where relevant, the Consumer Contracts Regulations 2013. Nothing in this policy affects those rights.
30-day return window
Unopened, unused products in their original packaging may be returned within 30 days of delivery for a full refund of the purchase price, excluding original outbound delivery charges. The 30-day window begins on the day you (or a nominated recipient) receives the goods.
Condition of goods
Returned items must be in a resaleable condition — sealed, undamaged, and complete with any labels, case packaging and accessories supplied. Case goods must be returned in full, unopened cases; part cases cannot be accepted. Items showing signs of use, damage, or tampering with tamper-evident seals will not qualify for a refund.
How to initiate a return
- Email info@ecscashandcarry.co.uk quoting your order number, the items you wish to return and the reason.
- We will respond within one working day with a Return Merchandise Authorisation (RMA) number and return instructions.
- Pack the goods securely, include the RMA number on the outside of the parcel, and send them to our Morecambe depot using a tracked service. Customers are responsible for return carriage unless the return is due to our error.
Refund timeline
Once we have received and inspected the returned goods we will process your refund to the original payment method within 5 working days. Card refunds typically clear within 3 to 10 working days depending on your bank.
Non-returnable items
For reasons of hygiene, safety and UK law we are unable to accept returns on:
- Tobacco products, rolling papers and smoking accessories
- Perishable or short-dated food and drink items
- Baby formula, baby food and hygiene products once opened
- Products marked as clearance or end-of-line sale items
- Gift vouchers and digital products
Faulty or incorrect items
If an item arrives damaged, faulty or not as ordered, please contact us within 7 days of delivery with photographs where possible. We will arrange a replacement, exchange or full refund including return carriage at our cost.
Contact us
For any queries relating to returns, please email info@ecscashandcarry.co.uk or write to us at 14b Major Industrial Estate, Middleton Road, Middleton, Morecambe, LA3 3NT.