Returns

We want all our customers to be completely satisfied with their goods. We take product quality seriously and will always do our best to resolve any issues quickly and fairly. As a trade supplier, we rely on customers to check all goods upon arrival and report any problems promptly, so that any discrepancies or faults can be addressed without delay.

Burhouse Limited supplies all goods on a business-to-business basis under our Trade Terms & Conditions.
Returns are accepted by prior agreement only and must comply with the terms outlined below.

Inspection on Delivery

Please check all goods upon arrival.
Any shortages, errors or visible defects must be reported within 14 days of delivery.
After this period, we are unable to accept claims relating to missing, damaged, or faulty items.

Returns Eligibility

Returns are accepted within 30 days of purchase, provided:

• The return has been authorised in advance by our team.
• Items are unused, in their original packaging and condition, and include your account name and order number.
• Goods are returned to Burhouse Limited within the 30-day period.

Returns that do not meet these requirements may be refused or returned to sender at the buyer’s cost.

Non-Returnable Items

For hygiene, safety, or customisation reasons, the following items cannot be returned unless faulty on delivery:

• Bead strands that have been cut, broken down, or part used
• Loose chain or items cut to order
• Earrings and earring findings
• Custom or special-order products

How to Request a Return

You can raise a return directly via our website:

1. Go to the link ‘Raise a Return’ in the website footer.
2. Log in to your trade account.
3. Navigate to Order History, select the relevant order, and click Return Products.
4. Choose the item(s) you wish to return and add your reason for return.

Please await confirmation before sending any items back.
We ask customers to do this because, in many cases, an issue can be resolved or advised upon without the need to return goods, helping to avoid unnecessary costs and delays.

Alternatively, you can contact our team at sales@burhouse.com or call 01484 485100 to request authorisation before returning any items.

Unauthorised returns may be refused or returned to sender at the buyer’s cost.

Return Postage

• Return postage is the buyer’s responsibility unless a manufacturing fault is confirmed on inspection.
• If a manufacturing fault is verified, reasonable return postage costs will be reimbursed.
• Original delivery costs are non-refundable, except where goods are confirmed to be faulty.

Refunds and Credits

• Returns are checked and verified upon receipt before any refund or credit is issued.
• Refunds are normally processed within 5–7 working days, but please allow up to 14 days during busy periods.
• Refunds are issued to the original payment method used for the order.

Where to Send Returns

Returns Department
Burhouse Limited
Unit 1 Quarmby Mills
Norcross Avenue
Oakes
Huddersfield
West Yorkshire
HD3 4GJ
United Kingdom

Faulty or Incorrect Items

If you receive an incorrect or faulty item, please contact us within 14 days of delivery.
Once inspected and confirmed as faulty, we will arrange a replacement, credit, or refund and reimburse reasonable return postage costs.

If you become aware of a repeated issue with a product in use, please contact us. We take product quality seriously and will always investigate and resolve any confirmed manufacturing faults, even if they become apparent outside the standard returns period.

Please note: not all issues are classed as manufacturing faults. Details of exclusions and fault definitions can be found in our Trade Terms & Conditions