Returns Policy- General Guidance.
Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion.
You can find details on our returns policy in our Terms and Conditions, please see sections 7 (Faulty or Incorrect Goods), 8 (Goods damaged in transit), 9 (cancellation) and 10 (Liability)
Special orders, non-stock items, and items which are liable to deteriorate or expire rapidly and all natural insulation products will not be accepted for return.
From time to time selected items may be offered on a sale or return basis, these products will be identified on our website, by email, on a quotation or in writing to You along with the return policy specific to the offer, notwithstanding the specific exceptions given in the offer these offers remain subject to our standard terms and conditions.
Returns policy relating to businesses (i.e. anyone using the goods for anything other than personal use)
Any return of goods must be made within 14 days of receipt of those goods. Any returns outside of these dates will not be accepted under any circumstances. Items returned will incur an automatic 35% re-stocking charge on the cost of the goods, unless there has been an order input or dispatch error, or there is a product fault – see section 7 of our terms and conditions. No refunds will be made in respect of carriage charges.
Products returned outside of the returns policy may be sent back to the customer and/or charged to the customer for return.
Any single item with an ex-VAT value of £250 or over is only returnable at our discretion.
All items must be returned in their original packaging and sufficiently protected so as to avoid any damage. Goods being returned must be sent by secure carrier and by signed delivery.
Once the goods have been received back at our warehouse in a resalable condition, any sum debited to us from your credit or debit card will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
Cancellation rights for non-business customers i.e. private individuals
As a consumer (i.e. any natural person who is acting for purposes which are outside of their business) you have the legal right to cancel your order within the first fourteen (14) days after the receipt of your goods (with the exception of any bespoke, made to order items or natural insulation). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. However, you will need to notify us if you wish to cancel your contract. As a business, you cannot rely on these regulations.
Where You are a “consumer” under a “distance contract” (for example where you place an order online) as defined in the Consumer Contracts Regulations 2014 (replaced Distance Selling Regulations 2000) You may cancel a contract within seven working days after the date the goods are delivered. You must return the goods to the location from which they were delivered or request us to collect the goods at Your cost. You have a right to cancel Your order, but this must be done in writing either by email, fax or letter. You should tell us exactly which products You would like to return, quoting the invoice number concerned. Cancellation by telephone cannot be accepted. Exclusions may apply.
Returns will only be accepted provided that:
1. You have complied with the provisions of clause 4. Faulty or incorrect goods and
2. You have notified Ecomerchant in writing within 7 working days of receipt of goods and
3. Ecomerchant has agreed in writing to accept the return of the goods; and
4. The goods are returned at Your cost within fourteen (14) days of the delivery date: and
5. Ecomerchant will not be liable for goods which have not been stored or used in a proper manner; and
6. the goods are returned in the condition in which they were delivered and with all packaging material, brochures and instruction material in as new condition as is reasonably possible in the circumstances.
We reserve the right to make a re-stocking charge for any good returned at our discretion. This charge will be made after the goods have been returned in satisfactory condition for resale (see conditions above) and will be applied before any refund. Re-stocking charges can vary You will be advised in writing at the time of request.