No one has an open-ended no-time-limit clause for their orders.  Retail stores give people a limited number of days to return goods.  Online merchants do the same.  Distributors have the same right to protect their bottom line by having a policy that informs clients of their responsibilities when it comes to orders.

Suppliers are our partners. Choosing them carefully is critical, it can make or break or business....

The order arrives but the client refuses to accept it. Either the product is defective, the imprint isn’t right, the product doesn’t come in like the spec sample, or maybe there was a communications problem and you got something you didn’t expect. What happens next separates partner-like suppliers from the not-so-good ones.