Returns and Refunds Policy
Looking to return something?
We want you to feel confident when buying from us.
Our products are often purchased for specific projects or outdoor spaces.
To keep things simple, we've outlined everything you need to know about returning products below.
All eligible returns must be requested and completed within 30 days of delivery or purchase.
Before You Return
We always recommend keeping any spare unopened packs where possible.
Product ranges and manufacturing batches change regularly, and products can occasionally be discontinued. Spare packs can be invaluable if you ever need to replace damaged boards, carry out repairs or refresh a small area in the future.
Many customers find that keeping a small number of spare packs provides valuable peace of mind.
If you do wish to return eligible products, the following options apply.
Online Orders
If you change your mind, eligible products may be returned for a full refund.
To qualify:
- Returns must be completed within 30 days of delivery or purchase
- Products must be unopened, unused and in their original packaging
- Products must be suitable for resale
- Customers are responsible for the return and the associated costs
Opened, damaged or partially used packs cannot be returned.
Self-Fit Purchases
This applies to purchases where we have supplied the product but have not carried out the installation.
To qualify:
- Returns must be completed within 30 days of delivery or purchase
- Products must be unopened, unused and in their original packaging
- Products must be suitable for resale
- Customers are responsible for the return and the associated costs
Eligible unopened packs returned within 30 days will receive a refund of 50% of their original purchase value.
This is because we cannot return excess packs to the manufacturer, and products are supplied in specific production batches to help ensure customers receive products from the same batch. As a result, returned packs cannot usually be resold or reused, and our stores have limited capacity to store excess stock.
Opened, damaged or partially used packs cannot be returned.
Orders Installed by us
Customers who choose our professional measuring and fitting service benefit from additional peace of mind.
If unopened packs remain after your installation has been completed, we'll provide a full refund on eligible packs returned within 30 days.
Opened, damaged or partially used packs cannot be returned.
Bespoke, Special-Order and Clearance Products
Some products are made or ordered specifically for your project and cannot normally be returned unless faulty.
This includes:
- Clearance products
- Bespoke products
- Special-order products
Cooling-Off Period
Customers may cancel bespoke, special-order and clearance products within 48 hours of placing the order or within 48 hours of measurement confirmation where we are providing measuring and fitting services.
After this period has expired, the order cannot be cancelled or refunded unless the product is faulty.
Where a cut-length product remains suitable for resale, we may, at our discretion, offer a partial refund.
Any refund offered will depend on the condition, size and resale suitability of the product.
Damaged or Faulty Goods
In the unlikely event your order arrives damaged or faulty, please contact us as soon as possible so we can resolve the issue quickly.
We ask that any delivery damage is reported within 48 hours of delivery, together with photographs where possible.
Depending on the circumstances, we will arrange:
- A replacement product
- A repair where appropriate
- A collection where required
- A full or partial refund
There is no charge for returns relating to faulty or damaged goods.
General Return Conditions
The following conditions apply to all eligible returns:
- Products must be returned in their original packaging
- Products must be unused and suitable for resale
- Opened, damaged or partially used packs cannot be returned unless faulty
- Proof of purchase may be required
- Refunds will be processed after returned goods have been received and inspected
If you have any questions about your return, please contact our Customer Support team or your local store.