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If you return a Product to us:

(a) because you have cancelled the Contract between us within the 14-day cooling-off period (see clause 6 above), we will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which you gave us notice of cancellation. In this case, we will refund in accordance with clause 6, if appropriate. However, you will be responsible for organising the return of the Products as well as bearing the cost of their return;
(b) for any other reason (for instance, you consider that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us.

We will refund any money received from you using the same method originally used by you to pay for your purchase.

Items featured in our "Sale" section are not able to be returned once we have emailed our "Order Acceptance" to the purchaser unless there is found to be a manufacturing defect.

All items should be checked for faults prior to installation, any Products found to be faulty after they have been installed will be the responsibility of the customer.

Access:
All deliveries are made to kerbside or driveway, depending on the layout of the property. Deliveries are made on anything from a small van all the way up to a 18-tonne articulated lorry. Please ensure you inform us of any delivery access issues in the Special Instructions section so we can pass these over to our selected couriers.

Responsibilities:
It is a requirement for bulky orders that there is at least one able-body at the delivery address on delivery day to unload, check and sign for your material. All drivers completing our deliveries are not insured to enter your property but within reason they should be able to accommodate reasonable requests such as getting your items into your garage, side alley, front doorway etc. It is then your responsibility to get the material properly inside your home. For flat/apartment owners it is strongly recommended there are two people at home to check and sign for the materials downstairs where between them, they can organise getting the items upstairs to your property as the delivery driver's responsibility ends at the communal hallway.

Delivery speeds & time slots:
Unfortunately at this time the couriers that we use to deliver bulky orders nationally aren't able to provide us/our customers with time slots so we recommend if you're under a tight schedule to purchase the Pre-12 or Pre-10:30 speed so you can be sure your material arrives on the mutually agreed date for delivery before these times. If your order is dispatched on the 'Anytime between 08:00 - 18:00' speed we cannot refine this to determine when they will deliver inside these hours. 

Missed Deliveries:
If deliveries are missed due to no one at home or the person/s at home aren't able to assist the driver in getting the delivery items somewhere safe it's then the driver's responsibility to determine whether the delivery can be completed or not. If the delivery is missed or cannot be completed there is unfortunately a re-delivery charge that needs to be paid before material is re-dispatched. The re-delivery charge for failed deliveries is 0.50p per KG.