Stock Items – Standard Products
- The Buyer may return complete crates to the Company within 14 days of delivery, provided the goods are in good condition and are able to be re-sold. (Made to measure orders, Adhesive, Grout and Tools are Non-Refundable).
- If the Buyer and the Company agree to a Collection and/or re-supply of alternative goods, a fee will be deducted from the refund relating to the original goods. This fee will be a minimum of £120 per pallet, depending on your postcode and can be calculated on request. This is to cover the original cost of delivery, plus the additional costs incurred to return the order.
Non-stock Items – Non-standard Products
- The Buyer may return complete crates to the Company within 14 days of delivery, provided the goods are in good condition and are able to be re-sold. Accessories such as aftercare and grout are non-refundable.
- If the Buyer and the Company agree to a collection and re-supply of alternative goods a re-stocking fee of £40 + VAT will be deducted from the refund relating to the original goods.
Please check over your goods when you receive your delivery and if you notice any damage, sign for the goods as ‘Damaged’. Once delivery is accepted, it is the responsibility of the buyer to ensure that the product is suitable before using the product. For further information, please see our Delivery Page.
For any breakages in transit, we have a simple claims policy which you can find here.
We are unable to process a refund or return for any product which has been used.
The responsibility for the return of the goods is that of the Buyer. The Company will not accept, under any circumstances, any cost for the return of, or re-packaging of, returned product or items.
The Buyer should return goods using conventional haulage and should not use Express or Special Transportation services, unless specifically agreed with the Company, in writing, prior to the goods being returned. In the event that a refund needs to need to be processed, we will first have to take the time to verify the condition of the returned goods.
If the original packaging has been opened or is deemed by the Buyer to require improvement, it is the responsibility of the Buyer to repack, at their cost, to allow the safe return of the goods. The Company will not accept any costs for the repacking of goods, in any circumstances.
If the Buyer cannot or will not arrange the return of the goods, the Company will arrange the collection and deduct the collection costs from the refunded amount. To avoid any misunderstanding, please liaise with our Customer Services Team for the cost of returning the goods. We may require images of the goods in situ in order to determine that they are suitable for collection using our standard delivery/collection method. Alternatively, if the Buyer is able to return goods themselves, in a resalable condition, a refund will be issued, less the original cost of delivery and handling. Please liaise with our Customer Service Team who will be able to provide an accurate calculation on request. Please Note: Any costs associated with the return of the goods will not be reimbursed. Any failed collections due to non-compliance with our returns policy will incur a £60 failed collection charge to cover the costs incurred by the company in booking the collection.
If an order is cancelled after the goods have been dispatched, we will do everything that we can to bring the stock back at no cost. However, depending on where the goods are within the pallet network, this is not always possible. In this situation, the cost of returning the goods will be deducted from any refund due and can be confirmed on request.
Refunds will be processed as a priority, however, dependent upon circumstances, the administration may take up to 3-5 working days to complete. The maximum time period to refund any monies will not exceed 30 days from the receipt of goods. Additionally please note, any monies paid back to Credit / Debit cards may take a further 3-5 days to show on Customers statements.