Refund policy
Returns Policy - Short/Incorrect/Damaged/Faulty/Not Correct
The following only applies to trade account customers, persons purchasing on behalf of a business or for resale purposes
If goods arrive damaged or faulty or incorrect items have been sent then we must be notified within five days after the delivery has been made to be eligible for a refund or replacement item. After 5 calendar days from delivery you will be assumed to have accepted the goods and no claim can be made. Photographic evidence must be provided and, at the time damage/fault is reported, the items must not have left the premises they were delivered to.
Damaged goods should be noted on the delivery docket with the courier and preferably refused rather than accepted from the driver.
Please note that we may be unable to send any replacements until the original is back in our possession
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. We must receive written communication outlining your intent to return items, from you, the customer, within 5 days.
The following only applies to trade account customers who have non-dispatched items
If we have not been able to deliver after a 90 day period, you have a 90 day period in which to request a new delivery date or a full refund.
The following only applies to consumers, defined as non-business customers, persons not acting on behalf of a business, for business or resale purposes
If your item(s) are faulty or damaged upon receipt, you must inform us within 30 days to be eligible for a refund. Your items will then be collected from you by ourselves, or by a courier. Please note that it may not be possible for us to provide you with the specific time or date your collection will be made, however, all goods will be collected within 14 days from the date the fault/damage was reported. After we have the item(s) back in our possession a replacement will be issued within 14 calendar days, unless you have requested a refund in lieu of a replacement item.
If outside of the 30-day period, you will not be eligible for a refund, however, you have up to six months to request a replacement/repair of the item, but only if the item was damaged or faulty at the time of delivery.
Please note that we may be unable to send any replacements until the original is back in our possession.
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. However, this is not necessary. We must receive written communication outlining your intent to return items, from you, the customer, within 30 days (for a refund) or six months (replacement only) of the goods being delivered.
If goods arrive damaged or faulty or incorrect items have been sent then we must be notified within five days after the delivery has been made to be eligible for a refund or replacement item. After 5 calendar days from delivery you will be assumed to have accepted the goods and no claim can be made. Photographic evidence must be provided and, at the time damage/fault is reported, the items must not have left the premises they were delivered to.
Damaged goods should be noted on the delivery docket with the courier and preferably refused rather than accepted from the driver.
Please note that we may be unable to send any replacements until the original is back in our possession
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. We must receive written communication outlining your intent to return items, from you, the customer, within 5 days.
The following only applies to trade account customers who have non-dispatched items
If we have not been able to deliver after a 90 day period, you have a 90 day period in which to request a new delivery date or a full refund.
The following only applies to consumers, defined as non-business customers, persons not acting on behalf of a business, for business or resale purposes
If your item(s) are faulty or damaged upon receipt, you must inform us within 30 days to be eligible for a refund. Your items will then be collected from you by ourselves, or by a courier. Please note that it may not be possible for us to provide you with the specific time or date your collection will be made, however, all goods will be collected within 14 days from the date the fault/damage was reported. After we have the item(s) back in our possession a replacement will be issued within 14 calendar days, unless you have requested a refund in lieu of a replacement item.
If outside of the 30-day period, you will not be eligible for a refund, however, you have up to six months to request a replacement/repair of the item, but only if the item was damaged or faulty at the time of delivery.
Please note that we may be unable to send any replacements until the original is back in our possession.
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. However, this is not necessary. We must receive written communication outlining your intent to return items, from you, the customer, within 30 days (for a refund) or six months (replacement only) of the goods being delivered.
Please note that we are unable to accept returns of Flexible Flue Liner for any reason - whether you have changed your mind or have ordered the wrong piece/size or length in error. The reason is that flexible flue liner is a bespoke item and made to order. We are sorry for any inconvenience this may cause.
Returns Policy - Goods No Longer Required
The following only applies to trade account customers and persons purchasing on behalf of a business or for resale purposes
If the goods are returned after 7 days but within 30 days, then a refund will be issued minus a 20% restock charge.
If the goods are returned after 30 days, then we will be unable to provide a refund.
You have a 7 day cooling off period from receipt of your order to inform us that you wish to return the item. You will then have 7 days to send the item back to us (at your own cost) and will receive a full refund, excluding all postage charges within 14 days of us receiving your unwanted item. It is recommended that you use a courier with a tracking facility. Refunds will usually be issued within 3-5 working days but may take up to 14 calendar days.
If items are returned to us in a condition other than that resulting from necessary handling and inspection of the goods (e.g. an item is returned with unreported damage or the box is missing or damaged) a reasonable deduction will be made to your refund.
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. However, this is not necessary. We must receive written communication outlining your intent to return items, from you, the customer, within 7 days of the goods being delivered.
The following only applies to consumers; as defined as non-business customers, persons not acting on behalf of a business, for business or resale purposes
If the goods are returned after 14 days but within 30 days, then a refund will be issued minus a 20% restock charge.
If the goods are returned after 30 days, then we will be unable to provide a refund.
You have a 14 day cooling off period from receipt of your order to inform us that you wish to return the item. You will then have 14 days to send the item back to us (at your own cost) and will receive a full refund, including any original postage charges (but not including return postage charges) within 14 days of us receiving your unwanted item. It is recommended that you use a courier with a tracking facility. Refunds will usually be issued within 3-5 working days but may take up to 14 calendar days.
Only the price of standard postage will be refunded. If you have opted to pay extra (for an AM or Sat delivery) you will only receive the price of standard delivery as part of your refund.
If items are returned to us in a condition other than that resulting from necessary handling and inspection of the goods (e.g. an item is returned with unreported damage) a reasonable deduction will be made to your refund.
To speed up your return, we recommend that you include a completed copy of our Returns Form. Click here to download the PDF document for the form. However, this is not necessary. We must receive written communication outlining your intent to return items, from you, the customer, within 14 days of the goods being delivered.