We understand that sometimes goods need to be returned — whether due to a fault, damage, or a change in circumstances. This page explains how returns work, what’s eligible, and how we can help make the process as straightforward as possible.

🔧 Returning Faulty Goods

If goods are found to be faulty and are agreed to be eligible for return, we will offer either:

• An exchange, or

• A full refund

This is in line with our Missing & Damaged Goods Policy.

How to return faulty items

• Where possible, please return goods directly to us for the quickest resolution

• For bulky or heavy items, call our team on 01656 745959 to arrange collection

• In some cases, we may arrange a site visit to assess the issue and agree on the most practical return method

All refunds are processed:

• Back to the original payment method, or

• To the trade account the goods were supplied on

📦 Returning Unwanted Goods

If goods are no longer required, we may offer a refund provided all of the following conditions are met:

• Goods are returned within 14 days of purchase

• Items are in full resaleable condition

• Goods are unused, in original condition and packaging

• A valid receipt or proof of purchase is provided

All returns of unwanted goods are subject to inspection.
The Branch Manager’s decision on the condition of returned goods is final.

⚠ Items That May Be Excluded from Returns

Some goods are excluded from returns, including:

• Perishable goods, or goods likely to deteriorate without correct handling or storage

• Bagged powdered products with a shelf life (e.g. plaster, cement)

• Bespoke or made-to-order items once manufacture has started

Where goods fall into these categories, we will always advise you at the time of ordering.

🚚 Returning Goods – Costs & Collections

Customer-arranged returns

• All unwanted goods must be returned at your own cost

• We can provide contact details for local couriers, carriers or hauliers if needed

• Goods remain your responsibility until proof of delivery is received at our premises

Collection by us (where required)

If a collection is needed, we can arrange this, however a collection charge will apply to cover transport and handling. We will arrange a quote for the collection costs based on the distance, vehicle required and time required. Typical costs are £3.00 per mile based on a there-and-back journey. We try to schedule collections around our delivery routes, where possible, the return collection will be factored based on the diversion time and distance.

Mileage is calculated using Google Maps, with routes suitable for the vehicle size and access restrictions.

📍 Preparing Goods for Collection

When goods are to be collected:

• Items must be available at the curbside or the nearest publicly accessible location

• We cannot collect goods from inside property boundaries

• Goods must be protected from weather, theft and damage

• Our driver will contact you approximately 30 minutes before arrival

We will aim to agree on a collection date within 7 days of your return request.

⚠ Collection charges must be paid in advance. Failure to make goods available on the agreed date may result in additional charges for further collection attempts.

🌐 Online & Telephone Orders (Distance Selling)

If you purchased goods online or over the phone, you are covered by the Distance Selling Regulations.

This means:

• You have 14 days from receiving your delivery to notify us that you wish to cancel

• Once notified, you have a further 14 days to return the goods

Unless goods are faulty or damaged:

• Returns must be made at your own cost

For damaged items, please refer to our Missing & Damaged Goods Policy.

🤝 Need Help?

If you’re unsure whether an item can be returned, or need advice before arranging a return, please contact our team — we’re always happy to help guide you through the process.