Goods are not sold on a trial basis, nor on a basis of Sale or Return. The Company shall not refund monies for Goods which are bought in error, in excess of requirements, or are not resalable. Where a Customer is not satisfied with Goods and / or does not want them, the Goods can, within thirty (30) days from receipt of Goods, be returned to the Delivery Depot, only if they are fully re-saleable, and subject to a restocking charge of 40% of the purchase price of the Goods or a payment of £50.00, whichever is greater. In the event of such returns, the Customer acknowledges that it shall be liable for all reasonable costs incurred by the Company in relation to carriage, postage, and packaging and the Company shall invoice the Customer for any costs in question incurred and payment shall be made by the Customer in accordance with the provisions below. A Returns Authorisation Number must be obtained before any Goods can be returned to the Company, which number may be obtained by the Customer from the Company's customer service department.
All repairs, replacements or refunds will be processed following receipt and inspection by our Returns department
The Goods must also be packaged in all their original packaging so as to ensure safe transit and ease of identification and be returned in their entirety including all disks, manuals and cables.
The manufacturer's packaging must not be damaged or defaced.
The Customer should attach a return address label (found on the reverse of the Delivery note) to the outer brown cardboard box and the Company will arrange for it to be collected.
The Company shall refuse Goods returned without a Returns authorisation number
Where "pack size" has been specified for a product returns will only be acceptable when returned in the orginal packaging. Any extra material outside pack size cannot be returned.
The return of faulty Goods is subject strictly to individual manufacturers' Dead Upon Arrival policies (DOA). (Individual manufacturers' DOA policies may be obtained by the Customer by contacting the Company's customer service department.) Where a Customer notifies the Company of a defect in the Goods within the time provided for in the applicable manufacturer's DOA policy, which defect is subsequently verified by the Company's technical inspectors, the Company will replace the Goods or refund the monies paid by the Customer for the Goods.
The Goods will be tested upon receipt. If no fault is found, the Goods will be returned to the Customer. If a fault is found and the applicable manufacturer's DOA period is exceeded, then the Goods will be repaired or replaced under the terms of the manufacturer's warranty.
In the case where it is established that Goods are faulty or defective in line with the individual manufacturer's warranty, most warranty repairs will be carried out on a return-to-Company basis. All parts and labour charges will be waived but the Customer is responsible for ensuring that the Goods are returned to the Company in their original packaging ,or if this is not available, in a stout carton with high density foam providing at least 150mm clearance surrounding the entire product so as to ensure safe transit and ease of identification. In some instances the manufacturer's warranty requires the Customer to contact the repair agent directly. If this is the case, the Customer will be so informed by the Company's customer service department.
The Customer acknowledges that in all cases all Goods shall be returned to the Company using only a carrier approved by the Company and in cases where the Customer uses an unapproved carrier the Customer shall be liable for all costs losses damages or other charges incurred by the Company in relation to the use by the Customer of the unapproved carrier.
Risk in any Goods that the Customer is returning to the Company shall remain with the Customer until the Goods have been delivered to the Company's premises and accepted by the Company
Bespoke orders. Certain Products such as Kingspan K7, Kingspan TR27, Kingspan TR26, Kingspan K3, Kingspan K12, Celotex FF4000, Celotex PL4000, Celotex Cavity CW4000, Celotex thicknesses over 150mm, and other products where pack sizes are indicated will be deemed as bespoke orders. That is these products are only available by ordering the products in advance and in pack size. These special order packs are NOT returnable and as such we cannot process a return on these. For a list of such items please call us directly or contact us by email. In addition once the order is placed it cannot be cancelled without cost as the products will have been dispatched. The normal cost in these cases will be 40% restocking even if NOT dispatched to customer property. Please call to clarify if you are uncertain over pack sizes.
