Returns Policy

Returns Policy

We want you to be completely satisfied with your purchase. If you change your mind, you have the right to return your order within 30 days of receipt, in accordance with the UK Consumer Contracts Regulations.

Conditions for Returns

  • Items must be unused, unopened, and in their original condition.
  • You are responsible for the cost of returning the item.
  • Refunds will cover the cost of the goods only and not the original delivery charge.
  • If we do not receive notification of a return within 30 days, we will assume the goods have been accepted. After this period, refunds or exchanges will be at our discretion.

Non-Returnable & Special Order Items

We do not accept returns for the following:

  • Powder, aggregate, paint, sand, Soil and gravel
  • Bespoke, perishable or special order items

Special order items may be eligible for return or cancellation, subject to manufacturer approval. Please note that:

  • A restocking and collection fee may apply.
  • These items are not held in stock and may have extended lead times.

Special Order Manufacturers

The following manufacturers supply special order items, which are non-returnable unless agreed by the supplier:

  • Brett Martin (Cascade)
  • Marshalls
  • Stonemarket
  • Eliza Tinsley
  • LPD
  • XL Joinery
  • Forest Garden
  • Basix Flooring
  • Global Stone
  • Krono Flooring
  • Kellars Flooring
  • Malmo
  • Milwood 
  • Quick Step Flooring
  • Red Arrow
  • Tuda
  • Fibo

If you have any questions regarding your return, please contact our customer service team before sending items back.

 

Milwood

Once a quote has been made, it will enter the design phase where a CAD drawing will be sent to the customer to view all components and design of the project to approve.

Either the Seller or the Buyer may cancel the order for any reason prior to the Buyer’s acceptance (or rejection) of this order.

Any CAD Drawing that requests an amendment after the CAD approval has been confirmed will incur £75 + VAT surcharge and additional charges may apply if the goods have already been cut and/or ordered.

 

Brett Martin Cascade

If any colour is ordered rather than black, the lead time is increased as they are custom made per order. Once the item starts being made, they cannot be cancelled or returned.