ReliableDistribution is committed to delivering products that consistently meet the quality specifications confirmed at the time of ordering across our flagship brand Nuvinor and expanding portfolio (including Dufizo, Orooba, Ziloo, Yukon Youmeet, and Hobrik). We understand that issues can occasionally arise — and when they do, we are committed to resolving them fairly, efficiently, and without unnecessary delay. This Return & Refund Policy establishes clear, commercially fair remedy mechanisms for trade buyers who receive defective, materially non-conforming, short-supplied, or incorrectly described goods.
A return or refund claim is eligible for processing under the following conditions: the goods received are materially different from the confirmed product specifications (including fibre composition, sizing, sock type, knitting construction, colour, or brand); the goods show manufacturing defects not visible at the point of dispatch (such as dropped stitches, seam failures, elastic failure, colour bleeding, toe-linking faults, or structural defects in compression calibration); the quantity delivered is short of the invoiced quantity; or the goods were damaged in transit due to inadequate carrier handling.
Claims arising from buyer-initiated mishandling, improper storage, or normal product wear and use are not eligible. Claims based on subjective dissatisfaction with a product that matches its confirmed specifications will not be accepted.
All return or refund claims must be formally reported to ReliableDistribution within seven (7) calendar days of delivery. To initiate a claim, buyers must submit: the order number and relevant invoice reference, the SKU and batch identifiers for the affected goods, a clear written description of the issue, and high-resolution photographs documenting the defect, damage, or discrepancy. For short-supply claims, the delivery receipt and carrier documentation should be included.
Upon receipt of a complete claim submission, our quality team initiates an investigation to assess the validity and root cause of the issue, typically reviewing pre-shipment inspection records, carrier documentation, and photographic evidence. We aim to complete the initial claim assessment within 3 to 5 business days. Based on findings, we will propose: a replacement shipment for proven manufacturing defects; a partial credit note or invoice adjustment for minor discrepancies; or a full refund for batches confirmed as unusable.
No goods may be returned to ReliableDistribution without prior written Return Authorisation from our Customer Support team. Upon approval, a Return Authorisation Number will be issued and must be clearly marked on all return packaging. Where the return is caused by a manufacturing defect or our supply error, ReliableDistribution will bear the cost of return logistics. Where the return is attributed to buyer error, return logistics costs are the buyer's responsibility.
Approved refunds are processed within 7 to 14 business days from the date of final claim approval, via the original payment method or as an agreed credit note applicable to future orders. For international buyers, refund processing timelines may be extended by 3 to 5 additional business days due to cross-border banking procedures. A full reconciliation document explaining the refund calculation will be provided upon processing.
ReliableDistribution invests significantly in pre-shipment quality inspections and batch-level verification to minimise the incidence of claims. We maintain detailed documentation for every shipment across our brand lines, enabling rapid identification of root causes when issues arise. We track claim patterns to identify and address systemic quality issues before they affect future buyers. Our goal is to make returns and refunds the exception — not the rule.