Refund & Returns Policy

1. General Policy Overview

Due to the nature of our products, including commercial fixtures, shelving, and specialist interior components, returns are strictly limited and subject to the conditions set out below.

Please read this policy carefully before placing an order or collecting goods.

2. Warehouse Collection Orders (IMPORTANT)

a) Inspection at Collection

Where goods are collected from our warehouse:

• The customer is responsible for inspecting all items at the point of collection
• This includes checking:
  • Quantity
  • Visible condition
  • Packaging integrity
• Once the goods leave the warehouse, they are deemed to have been:
  • Collected in full
  • Accepted in satisfactory condition

b) No Returns on Collected Goods

Goods collected from our warehouse are non-returnable, except where:

• The item is proven to be faulty under the Consumer Rights Act 2015, and
• The fault was not detectable at the time of collection

Change-of-mind returns are not accepted on collected goods.

3. Sealed Packaging Requirement

Where a return is accepted (subject to this policy):

Items must be:

• Unused
• In original condition
• In fully sealed, unopened original packaging

We do not accept returns where:

• Packaging has been opened
• Seals are broken
• Items show signs of use, installation, or handling

4. Delivered Orders

For goods delivered by us or a courier:

• Any visible damage or missing items must be reported immediately upon delivery
• Claims must be made within 24 hours of delivery, supported by photographs
• Failure to report issues within this timeframe may result in the claim being rejected

5. Faulty or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a remedy if goods are:

• Faulty
• Not as described
• Unfit for purpose

Where a fault is confirmed:

• We may offer a replacement, repair, or refund, at our discretion
• Items may need to be inspected before a remedy is agreed

6. Non-Returnable Items

The following items are non-returnable unless faulty:

• Custom-made or bespoke products
• Made-to-order items
• Items manufactured to customer specifications
• Clearance or discounted items (unless stated otherwise)

7. Refunds

Where a refund is approved:

• Refunds will be issued to the original payment method
• Processing time is typically 5–10 working days
• Delivery, handling, and collection costs are non-refundable

8. Cancellation of Orders

Once an order has been:

• Processed
• Prepared
• Manufactured
• Collected

It cannot be cancelled.

Deposits and payments for bespoke or prepared items are non-refundable.

9. Responsibility & Risk

Risk in the goods passes to the customer:

• Upon collection from our warehouse, or
• Upon delivery to the agreed address

Customers are responsible for:

• Correct transportation
• Suitable vehicles
• Safe handling after collection

10. How to Contact Us

All returns enquiries must be made in writing.

11. Related Policies

This Refund & Returns Policy should be read in conjunction with:

• Website Terms & Conditions
• Sales & Project Terms & Conditions
• Privacy Policy