Returns Policy, refunds and cancellations
Other sections of our Terms of Service you may be looking for:
Shipping, Delivery and Dispatch policy: Our shipping and delivery policy
Returns and Refunds: Our returns and refunds policy
Terms of service: Main terms of service page
To guarantee customer satisfaction, we are happy to accept returns of our products. Although there are some exceptions so please read our returns policy.
We offer a 2 year warranty on all of our products (except if they are expected to wear or fail sooner, or if we have cut parts to order for you in which case we offer no warranty on these parts or their suitability).
Our Cor-ten steel and Stainless steel drain covers have a 10 year warranty against corrosion failure.
Please see our full terms of service for our full warranty details.
Returns for any reason
We will accept returns on all products for 90 days from the date of delivery.
If an item was sent untracked the delivery date is agreed to be 2 (two) days after shipment.
We can help you by collecting the item and deducting a return fee as follows;
Pallets £ P.O.A.
Returned items should be undamaged and in a sellable condition. Stainless steel and Cor-ten drain covers may be returned in scratched condition.
You must package the item well so that damage does not occur in transit, although you do not need to use the original packaging.
We will offer to replace the faulty or damaged item, or refund you in full at your preference.
We will be happy to arrange a collection for you, please get in touch with us for this.
If the item arrives damaged or faulty we will of course still offer a refund or replacement on custom orders.
If your item has been dispatched then we will need to investigate with our couriers before continuing with our refund process. This may take up to 14 working days to complete although is usually a far quicker process. We will always offer a full refund or replacement for lost items.
Refunds will be processed within 3 working days of your item being returned to us.
If you paid by BACS we will post you a cheque, or pay you by BACS if you supply us with your banking details.
BACS payments should usually arrive in your account the same day, however please allow up to 5 working days.
If you paid by PayPal (Debit or Credit Card) the refund will usually be processed on to the payment method used to make the payment. This may take up to 7 working days to complete but is usually within 3-5 working days.
If you paid by Cheque we are unable to process a refund by any method other than cheque and this will be posted 2 working days after your payment cleared at the earliest.