We understand that sometimes a product may not meet your expectations. This returns policy applies to online orders in the UK and is in addition to your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Cooling-Off Period (Change of Mind)
If you purchase goods online, you have the right to cancel your order within 15 days of the day after delivery.
Once you have notified us of your cancellation, you have a further 15 days to return the goods to us.
This policy provides a slightly extended period in addition to your statutory rights.
How to Cancel
To exercise your right to cancel, you must inform us of your decision within the 15-day cancellation period. You can do this by contacting our customer service team.
Returns and Collection
You are responsible for returning the goods to us within 15 days of notifying us of cancellation.
You may arrange your own return, or we can arrange collection for you (see below).
If you would like us to arrange collection, we recommend contacting us as soon as possible after cancellation. While we aim to accommodate requests made within 15 days of delivery, this does not affect your statutory right to cancel and return goods within the timeframes stated above.
Return Conditions
You may inspect the goods as you would in a retail setting. However, to receive a full refund, items should be returned unused and in a condition suitable for resale.
We may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and function.
- The item must not be a made-to-order or custom product, unless it is faulty or not as described.
- Concrete products and certain heavy items may be returned, but we do not offer a collection service for these items.
- Perishable products (such as Postmix or other time-sensitive materials) are not eligible for return unless faulty or not as described.
Refunds
We will process your refund within 14 days of receiving the returned goods, or (if earlier) when you provide evidence that the goods have been returned.
Refunds will be made to the original payment method.
Standard delivery charges will be refunded in accordance with your statutory rights. Any upgraded or premium delivery services are non-refundable.
Return Costs
You are responsible for the cost of returning goods unless they are faulty or not as described.
You must ensure goods are securely packaged. We are not responsible for damage during return transit.
If you prefer, we can arrange collection of eligible goods. This service is charged at 20% of the return value or £50 (whichever is higher). This charge reflects the cost of collecting and handling large, bulky items and will be deducted from your refund.
We do not offer a collection service for certain extended delivery areas (CV, LE, LN, NG, PE20–PE25, SO). Customers in these areas must arrange and pay for returns themselves.
Refused Deliveries
If delivery is refused or cancelled once goods have been dispatched, we may deduct reasonable costs incurred for delivery and handling from your refund.
Order Cancellation (Before Delivery)
You may cancel your order before dispatch free of charge.
If you cancel after dispatch but within your cooling-off period, your cancellation will be treated under your statutory rights as outlined above.
Faulty, Damaged or Incorrect Goods
If your goods are faulty, damaged, or not as described, please contact us with photographs and details. We will assess the issue and provide a suitable remedy in line with your statutory rights.
Timber Products – Natural Characteristics
Timber is a natural material and will display natural characteristics. These do not indicate a fault unless they affect the structural integrity or intended function of the product.
- Natural splits, cracks or checks in the timber
- Warping, bowing or cupping over time
- Knots, knot holes and minor imperfections
- Sap or resin leakage
- Colour variation and natural weathering
- Expansion and contraction causing small gaps
These are normal characteristics of timber products and are not considered defects. They do not qualify as reasons for return unless the product is structurally defective or not as described.
If you have any questions about returns, please contact our customer service team before placing your order.