Returns & Cancellation

Order Cancellation

• Changed your mind? You can cancel your order at any time before the products are dispatched for a full refund, including standard delivery charges.
• If you wish to cancel after the products have been dispatched, you can still return them within the time frame outlined below (see "Returns").
• We cannot accept cancellations for any Special orders for example, made-to-order products or orders sourced for your specific requirements.
• We cannot accept return or cancellations for split packs, only full packs can be returned.
• Please do not lay your product if you have concerns over its quality, laying the product may be deemed as acceptance of quality, and quality issues are difficult to rectify once the product has been installed.

  Returning your Delivery

  • You have 14 days from the date of delivery to return any unused products in their original condition and packaging. This includes all shrink wrapping and banding around the pallet or crate for safety reasons and product quality. This can be extended to 30 days if you wish to exchange a product, giving time to make an alternative option.

  • For Trade account customers where the 30-day exchange of product offer is not an option, we can offer a credit to your account rather than a refund to use for orders placed in the future.
  • A 20% restocking charge will be applicable for Trade account customers.
  • For Private and Trade customers you are responsible for arranging and covering the cost of returning the products to us.
  • We may, be able to arrange a collection for you at a pre-determined cost. This is usually £100 per pallet. Please contact us for details.
  • We reserve the right to refuse a refund for damaged products due to improper handling during storage at the delivery location or return shipping.

  Incorrect or Faulty Orders

  • In the unlikely event that the products delivered to you are not what you ordered, or are faulty or damaged, please notify us within 72 hours.
  • We will arrange for a free collection of the incorrect or faulty products and offer you a replacement or a full refund, including any standard delivery charges.

  Sample Orders

  • Please note that sample orders are non-refundable and non-returnable once confirmed.

  Refunds

  • All refunds for returned products will be processed within 14 days of receiving the returned items and verifying their condition.
  • Refunds will be issued to the original payment method used for the purchase.
  • We may deduct any applicable collection costs or charges for damages caused by improper handling during return shipping from your refund.

  Additional Notes

  • This policy does not affect your statutory rights as a consumer.
  • We reserve the right to amend this policy at any time.
  • For cancellations please contact: Email – [email protected] or Phone - 01978 710 000

  For any Returns, damages or quality control issues please contact: Email - [email protected]

  For damaged or quality concerns please provide photos to support your claim and to enable us to conduct an initial technical assessment. If your claim is for damages, we require photos that capture all the units being claimed for. If your project is laid or partially laid, as well as close up shots of your concern, please send wider angle shots so we can see the entire context of the job, preferably in dry conditions.