Returning Faulty Goods
In line with our "Missing & Damaged Goods Policy", for any goods agreed to be eligible for return, We will offer an exchange or provide a full refund for faulty goods returned to us. Where possible, Please return relevant goods directly to us for the quickest response. Alternatively call the team on 01656 745959 to arrange collection for bulkier items. In some instances, we may make a pre-arranged site visit to identify the issue and agree the most effective way to transport these items.
All refunds can only be processed against the original payment method or on the trade account that goods were originally supplied on.
Unwanted Goods
When goods are no longer wanted or needed, providing they are in full re-salable, original condition, with a receipt and within 14 days of purchase we may offer a full refund. The Branch Manager will determine the condition of the goods prior to agreeing any refund and this decision will be final.
Under the Consumer Contracts Regulations, some goods will fall under "Perishable Goods" (or goods that will deteriorate quickly without proper care, storage or handling). These goods are excluding from the Consumer Contracts Regulations, and may be excluded from returns if handling or storage is likely to have caused damage to the goods.
All unwanted goods must be returned at your own cost. We can give you contact details of local couriers, carriers and hauliers should you wish to arrange your own return. You remain responsible for the goods until you receive the proof of delivery at our address.
In some instances, If goods require collection, then to cover the costs of carriage and handling we will levy a collection charge. This will be chargeable at £3.00 per mile plus VAT, or £75 plus VAT per hour (minimum charge of 1/2 hour) which ever is greater. The mileage and travel distance will be calculated using Google Maps, with a route selected to suit the vehicles size, weight and other such restrictions.
Goods for collection must be made available at the curbside or the nearest publicly accessible space where we can collect the goods from. We will not collect goods from inside the property boundaries. You are responsible for ensuring the goods are made available to our driver on the given day, the driver will notify you of a time of collection approximately 30 minutes before their arrival. Where required, the goods should be covered and protected from Weather, Theft and Damage. We will agree a date for collection within seven days of notification requesting a return.
The cost of collection is to be paid in advance of collection. Failure to make the goods available for collection on an agreed date will result in additional charges for further attempted collections.
Some of our goods supplied are bespoke and deemed to be ‘specials’ and as such cannot be refunded once an order is placed and manufacture has started. In all cases we will advise you if your goods fall into this category.
We cannot accept the return of bagged powdered goods such as Plaster or Cement with a shelf life.
Goods Purchased Online or Over the phone (Distance Selling)
If you purchased your goods online or over the phone, you are covered by the Distance Selling Regulations. You have the right to cancel your order within 14 days of receiving your delivery. You MUST inform us within 14 days of a completed delivery that you wish to return your order. Request made after this time might be rejected. Once you have informed us that you wish to return your order, you have a further 14 days to return the goods back to us. Unless the goods are damaged, You are responsible for returning the goods at your own cost. For damaged goods, please read our "Missing & Damaged Goods Policy".