REFUND & RETURNS
Because if you’re not happy then neither are we….
We want you to be delighted with your purchase, but if you are not, you can return any item within 30 days of receipt, provided the product(s) is returned complete, in perfect condition, unused, and in its original packaging.
You are responsible for the cost of returning your item(s)* to us. You can return an item to us, via the method of your choice, or you can contact us and we will arrange collection and deduct the following amounts from your refund:
| Return option | Courier | Return from | Cost (per item) |
|---|---|---|---|
| Standard Item – UK | DHL | UK Mainland | £10.00 |
| Large Item – UK | Various | UK Mainland | £40.00 |
| Heavy Item – UK | Various | UK Mainland | £25.00 |
| Standard Item – Other | DHL | See Below** | £20.00 |
| Large Item – Other | Various | See Below** | £75.00 |
| Heavy Item – Other | Various | See Below** | £75.00 |
Standard Other, Large Item Other, Heavy Item Other Delivery**
‘Other’ refers to delivery to Islands and Scottish postcodes starting with: AB31-38, AB41-56, HS, IV, KA27-30, KW, PA20-80, PH4-50, ZE, IM, TR, PO, GY and JE.
Returns Using A Method Of Your Choice
For items being returned using a method of your choice, please include the Returns Form that arrived with your order or download another one here and return your item(s) to the following address:
Returns Department
7 bricklayers way
7 bricklayers way
Chatham Kent
Me4 4fx
Please complete the Returns Form, including your name, address and order number, together with the reason why you are returning the item, so that we can identify the item when it arrives back at our mills.
How Long Will It Take To Deal With My Return?
Once your item(s) has been received by our team it can take up to five working days to process the return. We will let you know via email that your return has been processed, as long as you have provided your email address. Please remember it can take three to four days after we have processed a refund payment for it to appear on your bank statement.
Damaged / Faulty Items
Please ensure that you check all items on receipt, as faulty or damaged items must be reported to us within seven days of receiving your order, or within 30 days should the fault develop after receipt.
We kindly ask that you send us a picture of the damaged / faulty item(s) prior to any refund or replacement being issued. If you are unable to send us pictures of the damage / fault, you will need to return the item(s) to us, at your own expense.
Our team will then inspect the item(s) and if our inspection confirms the damage / fault, we will refund your return cost (*please note we will only refund the collection cost we would charge, see table above for costs) and issue a replacement (if in-stock), repair or refund as appropriate.
Our team will then inspect the item(s) and if our inspection confirms the damage / fault, we will refund your return cost (*please note we will only refund the collection cost we would charge, see table above for costs) and issue a replacement (if in-stock), repair or refund as appropriate.
To find out about your legal right to cancel and exercising your right to change your mind please see our Terms of Service.