Returns policy

Faulty, damaged or wrong goods

If goods arrive faulty or damaged, or are not what you ordered, tell us and we'll put it right: we'll replace the goods or refund you, and we'll cover the cost of returning them. This applies to every order, including cut and special-order goods.

Please email us your order number, a description of the problem and photos, including the packaging if the goods were damaged in transit.

Damage in transit

Please check your order when it is delivered and tell us about any transit damage within 48 hours, so we can raise a claim with the carrier quickly. This request does not limit your rights under the Consumer Guarantees Act 1993: if you find a problem later, still tell us.

Change of mind

The law does not give a right to return goods because you have changed your mind, but we will consider it by arrangement. Unused full sheets and rod in their original condition and packaging can be returned within 14 days of delivery if you contact us first.

Goods are returned to the partner depot that dispatched them. Return freight is at your cost, and a restocking fee may apply; we'll tell you the amount before you agree to the return. Once the depot has received the goods in their original condition, we'll refund the price you paid for them.

Not returnable for change of mind

Cut-to-size goods, items sourced specially for your order, and goods that have been cut, drilled, used, or had their protective film removed cannot be returned because you have changed your mind. If they are faulty or not what you ordered, the first section of this page applies.

Refunds

Refunds are made to your original payment method. If you paid by card, the refund goes back to that card.

Your rights under the Consumer Guarantees Act

If you are a consumer, the Consumer Guarantees Act 1993 gives you rights that this policy does not limit. Our Warranty and Consumer Guarantees page explains them. If you are buying for a business, our Terms of Trade explain how the Act applies.