Refund policy

We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. Please read our full returns and refunds policy below:

Returns

  • Return Window: You may return eligible items within 14 calendar days of receiving your order.
  • Condition of Goods: Returned items must be unused, in their original packaging, and in a resalable condition. We cannot accept returns for products that have been installed, altered, or damaged after delivery.
  • Exclusions: Custom-cut, made-to-order, or special-order items are non-returnable unless they are faulty or supplied incorrectly.
  • Restocking Fee: A restocking fee of up to 25% may apply depending on the product type and condition. This helps cover handling and repackaging costs.

Refunds

  • Processing Time: Refunds are issued once returned items have been received, inspected, and approved. This typically takes 7–10 working days.
  • Original Delivery Charges: Delivery fees are non-refundable, unless the return is due to a fault or error on our part.
  • Payment Method: Refunds will be credited back to the original payment method used at checkout. We cannot issue refunds to alternative accounts.

Return Logistics

  • Customer Responsibility: Unless the item is faulty or incorrect, customers are responsible for arranging and paying for return transport.
  • Palletised Goods: For heavy or bulky items delivered on pallets, returns must be made using suitable transport with offloading capability. We recommend using a courier experienced in handling building materials.
  • Packaging: Please ensure items are securely packaged to prevent damage during transit. Damaged returns may not be eligible for a full refund.

Damaged or Incorrect Items

  • Reporting Issues: If your order arrives damaged or incorrect, please notify us within 48 hours of delivery.
  • Evidence Required: Include clear photos of the issue along with your order number when contacting our support team.
  • Resolution: We’ll arrange a replacement, refund, or collection as appropriate, depending on the nature of the issue.