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Hendler

Dropship Policy

Last updated: 1 January 2025

We welcome dropship orders and send out a large number of them on behalf of our trade customers every day. When you place a dropship order with us, the following policy applies.

This Dropship Policy applies to every order that Hendler Wholesale Ltd ("Hendler", "we", "us") delivers to an address other than your own registered business or branch address (a "Dropship Order"). It applies however the order is placed, including website checkout, the Dropship Importer, PDF/CSV importers, marketplace orders we fulfil on your behalf direct to your customers, our API, telephone and email.

This policy forms part of our Terms & Conditions. Where this policy and our Terms & Conditions differ, this policy takes priority for Dropship Orders. By placing a Dropship Order you confirm that you have read and accept this policy.

1. A free service with limited support

We do not charge a fee for dropshipping. Standard delivery charges still apply. Because the service is free, it is provided on a dispatch-only basis: our responsibility ends when the parcel is handed to the courier.

A Dropship Order is treated exactly as if you had collected the goods from us and posted them to your customer yourself, with no insurance or liability cover.

2. Pricing for dropship accounts

Accounts that solely use dropship (all or nearly all orders are sent to addresses other than the account's own registered business or branch addresses) are supplied at standard trade price only. Our regular account discount structure does not apply to these accounts.

We may review an account's pricing at any time based on its ordering pattern, and apply this pricing from the date of review.

3. Risk and responsibility

  • Risk in the goods passes to you as soon as the parcel is handed to the courier.
  • The courier carries the parcel on your behalf. Hendler accepts no liability for anything that happens to the parcel after dispatch.
  • Proof of dispatch (such as a courier tracking number or collection record) is proof that we have fulfilled the order.

4. Lost parcels

  • If a courier loses a Dropship Order, Hendler is not liable. We do not offer refunds, credits or free replacements for lost parcels.
  • We are not obliged to raise a claim or investigation with the courier. Where tracking information is available, we may share it with you.
  • If you would like the goods sent again, this is treated as a new order. You will be charged for the parts and the delivery at our current prices.

5. Damaged parcels and goods

  • We are unable to make claims against couriers for damage to Dropship Orders.
  • Goods reported as damaged or broken on arrival are treated as having been damaged in transit and are not covered.
  • If you would like replacement goods sent, this is treated as a new order. You will be charged for the parts and the delivery at our current prices.

6. No resends without payment

We will not resend any Dropship Order, or any part of one, until you have placed and paid for a new order (or it has been charged to your account in line with your payment terms).

7. Additional courier charges

We reserve the right to charge you, after dispatch, for any extra costs the courier charges us in connection with a Dropship Order. These include, but are not limited to:

  • return-to-sender and returned-parcel fees
  • failed delivery, redelivery and address correction fees
  • remote area, oversize or other surcharges not included in the original delivery charge
  • customs duties, import taxes, brokerage and clearance fees
  • storage, holding or disposal fees

These charges will be invoiced to your account at cost and are payable under your normal payment terms.

8. Delivery addresses and your customer's details

  • You are responsible for making sure the delivery name, address, postcode, telephone number and email are complete and correct. Any loss or extra charge caused by incorrect or incomplete details is your responsibility.
  • Your customer's contact details are passed to the courier for delivery updates. You confirm that you are entitled to share your customer's details with us and the courier for this purpose.

9. Mispicks by Hendler

A mispick is where we send a different part number from the one shown on your order. If we mispick a Dropship Order, we will put it right. To qualify:

  • you must report it to us within 3 days of delivery, quoting your order number
  • you must supply clear photos of the item received and its packaging/label

Once confirmed, we will arrange for the correct part to be sent and the incorrect part to be returned, at our cost. Reports received more than 3 days after delivery will not be accepted. This section does not cover goods that are damaged, lost or delayed in transit.

Incorrect fitment is not a mispick

If we send the part number you ordered but it does not fit your customer's vehicle, this is not a mispick and is not covered. This applies even where fitment information came from Hendler, including our part finder, catalogue, product listings or staff. You are responsible for checking that every part you sell is correct for your customer's vehicle before ordering.

10. Your customers

  • You are the seller to your customer. We do not deal directly with your customers and will only discuss Dropship Orders with you.
  • Any rights your customer has, including consumer rights, are against you and not against Hendler.

11. Returns from your customers

  • All returns from your customers must be sent back to you for processing. You must give your customers your own returns address, not Hendler's.
  • Hendler does not accept returns directly from your customers.
  • Any return sent directly to Hendler by your customer will be put to one side and will not be processed. No credit, refund, replacement or acknowledgement will be given, and Hendler accepts no responsibility for these items.
  • Hendler will not pay any return postage charges for you or your customer, except for confirmed mispicks under section 9 where we feel we want the incorrect part back.
  • Once you have received and checked a return from your customer, eligible goods can be returned to us through your trade account under our normal returns process.

12. If you need cover

If you want protection against loss or damage in transit, have the goods delivered to your own registered address and send them on to your customer using your own insured service, or arrange your own goods-in-transit insurance.

13. Legal

Nothing in this policy limits or excludes any liability that cannot be limited or excluded by law. We may update this policy from time to time. The version published on this page when you place a Dropship Order applies to that order.

Contact

For questions about this policy, contact sales@hendler.co.uk or call +44 (0)1405 480000.