Stock Items – Standard Products
- The Buyer may return complete crates to the Company within 1 calendar month 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 of £120 per crate will be deducted from the refund relating to the original goods. 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 1 calendar month of delivery, provided the goods are in good condition and are able to be re-sold. (Adhesive, Grout and Tools 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.
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. If the Buyer does return the goods using their own transport methods, a restocking fee of £50 + VAT will be deducted per crate. In the event that a refund does need 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 FULL Refund (excluding the original DELIVERY charge) will be issued. Please Note the costs associated with the return of the goods will not be reimbursed.
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.
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. – However, it may be possible to improve on these timings by contacting your Bank / Card account company.