Product Returns and Refunds Policy
We understand that there may be instances when you might need to return a product. In such cases, we have a straightforward returns policy in place.
Change of Mind or Unhappy with the Product
If you decide to return a product due to a change of mind or dissatisfaction, please notify us in writing within 14 days from the delivery date. You are then given another 14 days to return the product to our warehouse. If any items are missing at the time of return, their value will be deducted from your refund. If you would like our transport department to organise this return, we can do however this will be at your own cost. This will be deducted from the refund value.
Please note that refunds will only cover the product cost and not the delivery costs (starting from £65.00 per pallet, depending on your location) or the return costs if you wish for us to organise the return (starting from £75 per pallet, depending on your location). A restocking fee of 20% of the product price will also be deducted from your refund. Any express delivery charges, postcode premium charges, or split pack charges will be subtracted from the refund amount.
Damages in Transit
Due to the nature of the product, damages can occur in transit despite our efforts to deliver high-quality products. We may offer replacements if damages exceed 5% of your total order. Please inform the driver of any damage upon delivery and request them to note it on the paperwork. If you choose to refuse delivery, you accept the charges mentioned above if the product is returned to us. We advise contacting us while the driver is on-site before making this decision.
Delivery Costs
Unless specified for collection only, delivery costs are incorporated into the product price and advertised as free delivery. If you are unsure about this while placing your order, please contact us for an individual price breakdown.
Issues with the Product
If you encounter an issue with a product, please contact us immediately. Addressing product issues becomes more challenging once the product has been installed. If you install a product despite noticing an issue, your complaint may have less recourse if raised later.
In case of errors with your order, or if the material arrives damaged, faulty, unfit for purpose, or not as described, you have 30 days from the delivery date to arrange a return. In such cases, we will collect the material at our own cost.
Right to Cancel
You can cancel up to 14 days from the delivery date. If the products are returned in their original condition and packaging, you will receive a full refund or exchange for the materials. The only exceptions are bespoke or pre-sealed items.
If you choose to cancel within 14 days, you will be responsible for returning the material to our depot. We can collect the material, but this will incur a collection cost. Please speak to a member of our team for further information.
Your refund will be issued within 14 days of the goods being returned.
Re-stocking Fees
Retail customers will not be charged a restocking fee for any goods returned within the 14-day period. However, trade customers will incur a 20% restocking fee. In some instances, we may only charge a £50 + VAT re stocking fee so please speak to one of our team about this.
Bespoke Order Products with a Leadtime
All products that have a lead time or are custom made to your requirements which will be stated at the time of order, this policy does not apply. As these are made custom made to your requirements, the refund policy will not apply. Please refer to our terms and conditions. If you would like to discuss then please don’t hesitate to contact one of our team upon placing your order. Bespoke orders will also be confirmed on invoice.
If the order is delivered within the 4-day time frame then this is a stocked product order that the returns policy will apply however if this product is placed on order with a lead time, then unfortunately this is a custom order.