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Terms & Conditions
Monty’s Wholesale
Website: www.montyswholesale.co.uk(opens in new tab)
By accessing our website or placing an order with Monty’s Wholesale or Monty’s Natural Treats, you agree to be bound by these Terms & Conditions.
If you do not agree with these terms, please do not use our website or purchase products from us.
These terms apply to all website visitors, trade account holders, and customers.
Our minimum order value is £0, you may order as little as often as you like.
Orders placed without a trade account will be cancelled and fully refunded.
When opening a trade account with us, you agree to provide accurate and up-to-date information.
You are responsible for keeping your account login details secure and confidential.
We reserve the right to suspend or close any trade account at our discretion if we believe our Terms & Conditions have been breached.
Customers may request account deletion at any time by contacting:
admin@montysnaturaltreats.co.uk
We aim to ensure all product descriptions, images, pricing, and stock levels are accurate. However, errors may occasionally occur.
We reserve the right to:
- Correct pricing or description errors
- Amend product information
- Limit product quantities
- Cancel orders where necessary
- Withdraw products without notice
All products are subject to availability.
UK Mainland Deliveries Only
Estimated delivery times:
- Orders placed Monday–Thursday: usually within 2-4 working days.
- Orders placed Friday–Sunday: dispatched from Monday onwards
- Orders placed after 11am may be processed the following working day.
During warmer weather periods, Friday dispatches may be delayed to protect product quality.
Please note:
- Delivery estimates are not guaranteed
- Bank Holidays and busy periods may cause delays
- Orders with custom branding may require an additional 1–2 working days.
We use Royal Mail, Parcelforce and Palletways delivery services.
All parcels are sent with tracking information. Please check our shipping information for further details and international shipping policies.
If a delivery attempt fails because the customer is unavailable or has provided incorrect delivery information, additional courier charges may apply.
If parcels are left in a safe place or with neighbours at the customer’s request, we cannot accept responsibility for loss or damage after delivery.
Orders may be cancelled within 24 hours of being placed, provided they have not already been dispatched.
Once dispatched, orders cannot be cancelled until delivered and returned in accordance with our Returns Policy.
You must notify Monty’s Wholesale by email within 14 days of delivery if you wish to return any goods. Once approved, goods must be returned within a further 14 days.
Returned products must be unused, sealed, unopened, in their original packaging and in a resalable condition.
A 20% restocking fee applies to approved returns. Original delivery charges are non-refundable, and customers are responsible for return postage. Additional deductions may apply if returned goods or packaging are damaged or unsuitable for resale.
Following inspection, approved refunds will normally be added to your trade account as store credit. Refund store credit does not expire and will remain available until used. To request a refund to your original payment method instead, please email sales@montyswholesale.co.uk.
Please refer to our full Returns, Refunds & Store Credit Policy for complete terms.
Any damages, shortages, or missing items must be reported within 24 hours of delivery.
We may require photographs of damaged goods or packaging to assist with courier claims.
Lost parcels may require up to 14 days for investigation before a replacement or refund can be issued.
If any item is unavailable or missing from your order, the value of the affected goods will automatically be credited to your customer account. This credit can be redeemed against a future order using the unique credit code provided. If you would prefer a refund instead of account credit, you must contact us by email to request this. Once approved, refunds will be processed back to the original payment method and may take 5–7 working days to appear in your account, depending on your bank or payment provider.
Our Buy-Back Scheme allows eligible customers to return unsold stock under the following conditions:
Products must:
- Be returned between 2–4 months from original purchase date
- Be sealed, unopened, and in original condition
- Have a minimum of 6 months remaining before expiry or BBE date
All returns under this scheme must be approved in advance.
Customers are responsible for return postage costs.
Approved items will be refunded at the original purchase price minus a 25% handling fee.
For approval requests, contact:
sales@montysnaturaltreats.co.uk
By submitting your logo or branding, you give us permission to use and adapt your artwork for product labelling purposes.
Please note:
- Product ingredient information and legal wording cannot be altered
- Colours and sizing may vary depending on packaging size
- We are not responsible for spelling errors provided within customer artwork
- Proofs are only supplied upon request
Custom branded items may not be eligible for full refunds.
A fee of 30p per bag may be deducted from refunds to cover branding, labels, and packaging costs.
By opening a trade account and purchasing from us, you agree that your business name, logo, and website may be featured in our marketing materials, social media, or website promotions.
If you wish to opt out, please contact us and we will remove your business from future promotions.
All website content, including text, images, branding, logos, product descriptions, graphics, and designs remain the property of Monty’s Wholesale / Monty’s Natural Treats.
Copying, reproducing, scraping, or reusing any content without written permission is strictly prohibited.
Legal action may be taken against unauthorised use.
You agree not to:
- Use our website unlawfully
- Attempt to gain unauthorised access
- Copy or scrape website content
- Interfere with website functionality
- Share login details with unauthorised persons
We reserve the right to suspend website access where misuse is suspected.
We collect and process personal information in accordance with our Privacy Policy.
We do not store customer card payment details.
Our website and products are provided on an “as available” basis.
To the fullest extent permitted by law, Monty’s Wholesale and Monty’s Natural Treats shall not be liable for:
- Indirect or consequential losses
- Loss of profits or business
- Delays caused by third-party couriers
- Website interruptions or technical issues
Nothing in these Terms excludes rights that cannot legally be excluded under UK law.
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes shall be handled exclusively within the courts of the United Kingdom.
We reserve the right to update or amend these Terms & Conditions at any time without prior notice.
The latest version will always be available on our website.
Monty’s Wholesale
Unit 9, 33C High Street
Chislehurst, BR7 5AE
Website:
www.montyswholesale.co.uk / www.montystreats.co.uk
Email:
sales@montyswholesale.co.uk
Phone:
+44 2037 976308 (option 2 for Trade Enquires, option 3 for Head Office)
Published: 09/28/2026
Shipping Information
At Monty’s Wholesale, we want your orders to arrive in perfect condition. While we are responsible for dispatching goods safely, once parcels leave our premises, delivery is managed by our trusted courier partners. Please read the following information carefully to ensure a smooth delivery process.
- Orders are dispatched Monday – Friday (working days only).
- Orders placed after 11am will be processed the following working day.
- No weekend dispatch is available. However, weekend delivery can be arranged upon request for an additional charge—please contact us before placing your order.
- During hot weather (July/August), orders are not dispatched on Fridays to prevent goods being held in hot vans or warehouses over the weekend.
- Please allow extra time during busy periods, Bank Holidays, or public holidays.
- After placing an order, you will receive a confirmation email (please check your junk folder).
- Once dispatched, you will receive a second email with tracking details from our courier, along with SMS updates.
- Please ensure your account includes a valid
We use Parcelforce Worldwide, Palletways, and DHL.
- If no one is available, couriers may attempt delivery to a neighbour or take your parcel to a collection point. Some deliveries require a signature.
- If undelivered, a card will be left with instructions. Collection will require valid photo ID.
- Please note: If you miss a delivery and your parcel is left without a signature, we cannot accept responsibility.
Our courier services include tracking, delivery notifications, and options to reschedule, leave with a neighbour, or deliver to a safe place.
- To change your delivery address, please email us at sales@montyswholesale.co.uk on the same day you place your order.
- Orders sent to incorrect or incomplete addresses may be delayed, and additional charges may apply for redelivery.
Returned Parcels & Re-Delivery Charges
- In the event that a parcel is returned to us due to unsuccessful delivery attempts or an incorrect delivery address, a £5.53 surcharge will be applied, in addition to the standard parcel rate, for re-dispatch once the parcel has been returned.
- Orders Mon–Thurs: Usually within 48 hours. During peak periods, delivery may take 2–4 working days (this will be shown at checkout).
- Orders Fri–Sun: Processed on Monday and dispatched the next working day.
- No extra charges for heavier parcels or multiple parcels in one consignment.
- If your parcel is damaged, note this on the delivery note in the driver’s presence and inform us immediately at +44 2037 976308
- For significant damage, you may refuse the delivery but must contact us first. Please provide photographic evidence where possible.
- All shortages or damages must be reported to both phone and email within 48 hours of delivery.
- Next Working Day – £10.00
- Pallet (48 hours) – £150 (we cover half, so you pay £75)
Additional surcharges apply for:
- Scottish Highlands & Islands (IV, AB, HS, FK, KA, KW, PA, PH, ZE) - £22.00 per box
- Isle of Man, Isle of Wight, Isles of Scilly - £32.00 per box
- Channel Islands - £32.00 per box
- Pallet deliveries: Please contact us for a quote before placing your order.
Due to new customs regulations, Northern Ireland is now treated as an international shipping area. Customs charges and clearance procedures will apply.
For all international destinations (including NI):
- Please contact us directly for a shipping quote before placing your order.
- Charges vary depending on parcel size, weight, and customs requirements.
- You will receive a dispatch email once your parcel leaves our warehouse.
- A separate email with courier tracking details will follow.
- SMS updates will also be sent to any registered mobile device for real-time tracking.
Parcelforce Track Delivery: https://www.parcelforce.com/track-trace
Royal Mail: www.royalmail.com
Palletways: International pallet delivery | Delivery within 24 – 72 hours
| Shipping Area / Service | Price / Information |
|---|---|
| Standard flat rate | £10 Flat Rate |
| Zone 2 | $22 |
| Zone 3 | £32 |
| International Shipping, Including Northern Ireland | Please Call for a Quote Before Ordering |
Monty’s Wholesale
Returns, Refunds & Store Credit Policy
Website policy document for trade customers
At Monty’s Wholesale, we aim to make our returns and refund process as straightforward as possible for our trade customers.
Please read the following policy carefully before requesting a cancellation, return, refund or replacement.
If you wish to cancel an order, please contact us within 24 hours of placing your order.
Provided your order has not yet been dispatched or entered a stage where customised or branded goods have been prepared, we will cancel the order and arrange the applicable refund.
If your order has already been dispatched, it will be treated as a return and will be subject to the conditions set out within our Return Policy below.
Where a refund becomes due because a product is unavailable, damaged, missing, returned, cancelled, or otherwise approved for refund, the refund amount will normally be automatically credited to your Monty’s Wholesale trade account as store credit.
Store credit can be used towards future eligible orders placed through your trade account.
No Expiry on Refund Store Credit
Store credit issued as a refund does not expire.
Any unused balance will remain available on your account until it has been used in full and your store credit balance reaches £0.00.
We may send you a reminder towards the end of each annual cycle where you have unused store credit remaining on your account.
Any such reminder does not represent an expiry date. Store credit issued in connection with unavailable, damaged, missing, returned or otherwise refunded goods will continue to remain available until it has been used.
Refunds to Your Original Payment Method
If you would prefer an eligible refund to be returned to your original bank account, debit card or credit card rather than being held as store credit, please contact us at sales@montyswholesale.co.uk.
Please include your order number and details of the refund so that we can locate and process your
request.
Where a monetary refund is requested and approved, we will process the refund in accordance with our applicable refund timescales and any requirements under UK law.
Once a refund has been processed by us, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Where store credit has already been applied to your account and you subsequently request and are entitled to a monetary refund, the corresponding store credit will be removed from your account when the monetary refund is processed.
If you are not completely satisfied with your purchase, please notify us within 14 days of receiving your goods.
Where a return has been approved, the goods must be returned to us within 14 days of notifying us of your return, unless otherwise agreed by us.
Returns are subject to the following conditions:
- Items must be unused, unopened and in their original packaging.
- Goods must be returned in a condition suitable for resale.
- You are responsible for both the original outbound delivery cost and the cost of returning the goods, unless otherwise required by law or agreed by us.
- Due to the nature of our products, we cannot accept returns of opened or used products.
- You must download, print and complete our Returns Form and include it inside your returns parcel. The form can be found at the bottom of the website page.
- We recommend using a tracked delivery service. Monty’s Wholesale cannot accept responsibility for returns that are lost before reaching us.
Restocking Fee
A 20% restocking fee applies to returned goods unless otherwise agreed by us or prohibited by applicable law.
Custom & Branded Products
Where a return of custom or branded products is accepted, a surcharge of £0.30 per bag will be applied to cover applicable repackaging and relabelling costs.
Acceptance of returns for customised or branded products is subject to approval by Monty’s Wholesale.
All damaged goods must be reported to us within 48 hours of delivery.
Please contact us as soon as possible and provide:
- Your order number;
- Details of the damaged product(s);
- Quantity affected; and
- Photographic evidence of the goods and packaging where possible.
Providing clear photographs can help us investigate and resolve your claim more quickly.
Depending on the circumstances, we may offer a replacement, store credit or another appropriate resolution.
We aim to dispatch orders within 48 working hours of cleared payment, unless a different dispatch timeframe has been stated for your order, product or service.
We retain proof of dispatch for orders sent through our delivery partners.
If your order appears to have been lost in transit, please contact us so that we can investigate the shipment with the relevant courier.
Please allow 14 days from the shipping date before requesting a refund or replacement for goods believed to be lost in transit, unless the courier has confirmed the parcel as lost before this date.
Where goods are confirmed as lost, we will either replace the affected goods or issue an appropriate refund/store credit.
If a return is required as part of a courier investigation, please contact us before returning the goods.
While we make every reasonable effort to ensure orders are packed correctly and arrive in good condition, occasional shortages or damage during transit can occur.
All shortages and transit damage must be reported to us within 48 hours of delivery.
Where possible:
- Any visible external damage should be noted on the delivery documentation while the delivery driver is present.
- If significant damage is clearly visible at the point of delivery, you may refuse the delivery. Please contact us as soon as possible if you do so.
- Please retain the original packaging while your claim is being investigated.
- Photographic evidence of the parcel, packaging, shipping label and affected products should be provided where possible.
- You may be asked to provide additional information reasonably required to investigate the claim.
To report damaged or missing goods, contact +44 2037 976308 and sales@montyswholesale.co.uk.
Once the claim has been reviewed, we may provide replacement goods, store credit or another appropriate resolution.
Customers are responsible for ensuring that returned goods are appropriately packaged for their journey back to us.
Where returned products or their packaging are damaged while being returned and the goods can no longer reasonably be resold, we reserve the right to reduce or refuse the applicable refund where permitted by law.
Original outbound postage and return postage costs are non-refundable unless otherwise agreed by us or required by applicable law.
Our Buy-Back Scheme allows eligible trade customers to return qualifying unsold stock, subject to the conditions below.
Eligible products must:
- Be returned between 2 and 4 months from the original purchase date.
- Be sealed and unopened.
- Be unused and in a resalable condition.
- Meet the applicable best-before requirements.
- Receive pre-approval from Monty’s Wholesale before being returned.
Returns must be sent using a tracked or recorded delivery service at the customer’s expense.
We cannot refund postage or other costs incurred when returning goods through the Buy-Back Scheme.
Buy-Back Inspection & Value
Once the returned stock has been received, it will be inspected before any buy-back payment is approved.
Products must have at least 6 months remaining before their applicable best-before or expiry date.
Qualifying products will be credited/refunded at 75% of the original purchase price, equivalent to a 25% handling deduction.
Please contact us before returning any goods through the Buy-Back Scheme so that we can confirm eligibility and provide the applicable buy-back value.
Promotional vouchers, discount codes and special offers are separate from store credit issued as a refund.
Promotional vouchers and discount codes may be subject to specific terms and conditions, including:
- Minimum order values;
- Qualifying products or categories;
- Customer eligibility;
- Usage limits;
- Single-use restrictions;
- Promotional periods; and
- Expiry dates.
Where an expiry date applies, the voucher or promotional code must be redeemed before that date.
Once a promotional voucher or discount code has expired, it will no longer be valid and any unused promotional value will be forfeited.
Unless otherwise stated, promotional vouchers and discount codes have no cash value, cannot be exchanged for cash or refund store credit, and cannot be applied retrospectively to orders already placed.
Withdrawal or Amendment of Promotions
Monty’s Wholesale reserves the right, where reasonably necessary, to amend, suspend, withdraw or terminate a promotional offer, voucher code or special promotion, including before an advertised closing date.
We may also refuse, cancel or withdraw a promotional code where we reasonably believe that:
- It has been used fraudulently or improperly;
- It has been used contrary to the applicable promotional terms;
- The promotion or code has been subject to abuse;
- A technical or administrative error has occurred; or
- Continuing the promotion is no longer reasonably practicable.
Where reasonably practicable, amendments or withdrawals will be communicated through our website or another appropriate channel.
The withdrawal or amendment of a promotional offer will not affect statutory rights or any rights that have already arisen under an order accepted by us.
For clarity, there is an important distinction between refund store credit and promotional vouchers.
Refund Store Credit: Credit applied to your trade account in connection with unavailable, missing, damaged, returned, cancelled or otherwise refunded goods. This credit does not expire and will remain
on your account until used or otherwise refunded where applicable.
Promotional Vouchers & Discount Codes: These are issued as part of a promotion, discount or special offer and may have specific conditions and expiry dates. Once an applicable expiry date has passed, the promotional voucher or discount code will no longer be valid.
Please contact us before returning any goods so that we can provide the appropriate instructions and, where required, approve your return.
Monty’s Wholesale
Email: sales@montyswholesale.co.uk
Telephone: +44 2037 976308
When contacting us, please provide your order number and as much information as possible regarding your return, refund, shortage or damaged goods.
Nothing within this Returns, Refunds & Store Credit Policy is intended to exclude, restrict or override any rights or remedies that cannot legally be excluded or restricted under applicable UK law.
Monty’s Wholesale reserves the right to update or amend this policy from time to time. Any amendments will not affect rights that have already arisen under applicable law.
Privacy Policy
This privacy policy sets out how we at Monty's Wholesale use and protect any information given to us when using this website.
Monty's Wholesale is committed to ensuring your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this privacy statement.
Monty's Wholesale may change this policy from time to time by updating this page. You should check this page from time to time to ensure you are happy with any changes.
We may collect the following information:
- name and title
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
We require this information to understand your needs and provide you with a better service, in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information we think you may find of interest, using the email address provided.
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.
We are committed to ensuring your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to the needs of our customers. We only ever use this information for statistical analysis purposes and the data is then removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
You may choose to restrict the collection or use of your personal information in the following ways:
- Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
- If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at sales@montyswholesale.co.uk
We do not store financial details.
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties that we think you may find interesting, if you tell us that you wish this to happen.
You may request details of personal information held about you under the Data Protection Act 1998.
If you believe that any information we are holding on you is incorrect or incomplete, please contact us.