Items returned within the seven-day cooling off period
Consumers' rights to return goods are protected under the EU Distance Selling Directive which can be found at www.hmso.gov.uk/si/si2000/20002334.htm.
This states that consumers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.
Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item to you:
- where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred
- where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
- where we collect an item from you, we reserve the right to recover the costs of collection from you.
Where goods are returned by a customer more than 7 days after delivery, a restocking fee of 25% of the sales value may be payable. Bespoke and custom made products such as curtains are not refundable.
Items returned because they are damaged, defective or incorrect
If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, you must inform us within 2 working days of delivery. We will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us. SRU Insulation or our agent will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
To Return a product or request a refund please contact:
32 Kimpton Road
Sales office: 0208 648 2549