Eligibility
We accept return requests for bulk bags and other building materials, including aggregates, bricks, topsoil, logs and paving, subject to the conditions outlined in this policy.
For change-of-mind returns, the following conditions apply:
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Products must be unused and in their original condition.
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Products must remain uncontaminated and suitable for resale.
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The customer must arrange and pay for return transport, including collection from the delivery address.
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Returned products must be made available for collection and inspected before the return is finalised.
Customers must notify us of their intention to return an order within 14 days of delivery. Returns are subject to the applicable conditions and the customer's statutory rights.
Refunds for Change of Mind
If you change your mind after delivery, you may be eligible to return your order, subject to the applicable return conditions.
A 17% return fee will apply to eligible change-of-mind returns where permitted by law. The customer is also responsible for the return transport and collection costs.
Refunds will be processed once the returned products have been collected and inspected.
Please note that change-of-mind returns are different from claims involving damaged, faulty or incorrectly supplied goods. Different conditions apply to these claims, and statutory consumer rights will not be affected by this policy.
Exchanges
If you have ordered the wrong product, please contact us to discuss arranging an exchange.
Where an exchange is agreed, a £20 delivery and exchange fee will apply, together with any applicable return transport costs. Any fees will be confirmed before the exchange is arranged.
Exchanges are subject to product availability and the condition of the goods being returned.
Return Costs
For eligible change-of-mind returns, the customer is responsible for the applicable return costs. These may include:
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Return collection and transport fees.
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Additional handling charges, where applicable and agreed in advance.
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The 17% return fee, where permitted by law.
Refunds will be processed once the returned products have been collected and inspected. Any applicable deductions will be explained to the customer.
These charges do not apply where they would unlawfully restrict a customer's statutory rights or where we are responsible for supplying damaged, faulty or incorrect goods.
Non-Refundable Situations
We may refuse a change-of-mind return where:
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The products have been used or installed.
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The products have been contaminated or mixed with other materials.
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The products have been altered or damaged by the customer.
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The products are no longer in a resellable condition due to the customer's actions.
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The customer refuses an agreed collection or fails to provide reasonable access for return collection.
These exclusions apply to change-of-mind returns and do not remove any statutory rights relating to goods that are faulty, damaged on arrival or not as described.
If a customer reports damage or a fault, we will assess the circumstances before deciding on the appropriate resolution.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible so that we can investigate and resolve the issue.
To help us assess your claim, please provide:
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Your order number.
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A description of the issue.
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Clear photographs of the affected products.
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Photographs of the packaging or pallet, where relevant.
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The quantity of items affected.
We may request additional information where reasonably necessary to establish the nature and extent of the damage.
Once we have reviewed the information, we will determine the appropriate resolution in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, a refund for the affected items or a full refund where legally required.
Where we are responsible for supplying damaged, faulty or incorrect goods, we will not charge the customer for the reasonable costs of putting the issue right.
Damage Reported After Delivery
Customers should inspect their delivery as soon as reasonably possible and report any visible damage promptly.
If damage is reported after delivery, we may request photographs and other relevant information to help establish the condition of the goods when they arrived.
We reserve the right to investigate claims where the available evidence raises questions about when or how the damage occurred. Where there is evidence that products were deliberately damaged, misused or altered after delivery, we may challenge the claim.
However, a claim will not be rejected solely because damage was reported after delivery or because the timing of the damage is uncertain. Each case will be assessed on its individual circumstances, and customers' statutory rights will be respected.
Our Commitment
We aim to deal with returns and refund requests fairly, consistently and transparently.
Our policy is intended to protect both our customers and our business while ensuring that genuine issues are resolved appropriately.
Nothing in this policy affects your statutory rights under UK consumer law.