Returns & Refund Policy
Return eligibility, how to request a return, who pays return shipping, and what to expect once a refund is approved.
1. Overview
4Square Systems d/b/a 4Square Distribution is the merchant of record for orders placed through the 4Square Distribution network. Returns and refunds, where eligible, are administered centrally by 4Square and returned to the original payment method. This policy describes return eligibility, the request process, and the timelines you can expect.
2. Return window
Eligible products may be returned within 60 days of the delivery date. The window is measured from delivery rather than from the date of purchase, so transit time does not reduce the time available to you.
3. When a return is accepted
- Wrong item received. If the item delivered does not match what was ordered, it may be returned for a full refund or replacement.
- Damaged in transit. If an item arrives damaged, contact support with the order reference and, where possible, photographs of the packaging and item.
- Not as described. If an item materially differs from its description, it may be returned for a full refund.
- Duplicate shipment. If a system or fulfillment error resulted in a duplicate shipment, the duplicate is returnable at our cost.
- Change of mind. Eligible items in returnable condition may be returned within the window at the customer’s cost for return shipping.
4. When a return is not available
- Personalised, custom-made or made-to-order items.
- Opened consumables, food products and hygiene items, for health and safety reasons.
- Digital products once delivered.
- Services already performed.
- Items not in returnable condition, where the condition results from use or handling after delivery.
- Requests made after the 60-day window has expired.
Exclusions apply only to the extent permitted by law. Your statutory consumer rights are preserved in all cases.
5. Return shipping
4Square pays return shipping where the return results from a 4Square or fulfillment error — including a wrong item, damage in transit, an item not as described, or a duplicate shipment.
The customer pays return shipping for discretionary returns, including change of mind, an item no longer needed, or an ordering error on the customer’s side.
If you are unsure which applies, contact support before returning the item.
6. How to request a return
Contact your Regional Distributor or central support with the order reference and the reason for the return. Please do not ship an item back before the return has been authorised, as unauthorised returns cannot always be identified and processed.
You will be told whether the return is eligible, who bears return shipping, and how to return the item.
7. Refund timeline
- Acknowledgement — we acknowledge return requests within one business day.
- Review — eligible requests are ordinarily reviewed and authorised within two to five business days. Requests requiring additional verification may take longer.
- Processing — once the returned item is received and checked, approved refunds are issued to the original payment method within five to ten business days. The time for funds to appear on your statement depends on your card issuer.
8. Refund method
Refunds are issued to the original payment method used for the purchase, where practical or required. Alternative refund methods are not ordinarily available.
9. Identity verification
Certain refund requests may require additional identity verification before processing. This protects against unauthorised refund requests and ensures refunds are issued to the rightful payer. We may ask you to confirm details associated with the original order.
10. Contact us before disputing a charge
If something about your order is not right, please contact our support team before initiating a dispute with your card issuer. In most cases eligibility can be confirmed and the refund issued more quickly through our support team than through the dispute process.
11. Related policies
This policy should be read together with our Guarantee Policy, Shipping Policy and Terms of Sale.
Contact
Questions about this policy may be directed to Support@4Square-Distribution.com or 877-210-1090.