- In cases of damaged products, we typically ask that you dispose of them at your convenience to save time for both you and us.
- If your courier is Stream and we arrange a replacement for you, then we can collect the damaged/incorrect item when delivering your new order.
- If your courier is APC or DX, then you will need to contact us to arrange for them to collect the order from you.
If you do need to return the product, please ensure it is safely packaged, ideally with as much of the original packaging and protective film intact as possible.
We cannot accept returns if you have cut them to size or altered them in any way following your delivery, or if they have already been installed.
Damaged During Transit
If your order arrives with signs of damage, please check that the product underneath the protective wrapping also shows signs of damage. If the damage has affected your product please sign for it as DAMAGED and contact us via our contact form within 24 hours with a photo of the damage along with your order number. This is so that we can begin processing a replacement order as soon as possible.
Returns for Accessories and Standard-Sized products:
Standard-Sized Products (not cut to size, modified, or personalised): These may be returned within 30 days of delivery, provided they are in original condition and packaging. If you are returning an item, please ensure it is well-packaged with its original protective film intact where possible.
Self-Arranged Returns
You may arrange your own shipping at your own cost. However, we are not liable for any damage in transit.
In-Person Returns (Free of Charge)
If you are local, you may return your accessories or standard-sized items in person within 30 days for a full refund on the item/s.
- Opening Hours: 09:00-12:30 & 13:00-17:00 Monday to Friday
Returning Accessories or Standard Sized Items via Courier (APC)
If you wish to return accessories or our standard size Items such as Greenhouse or Shed Windows, you have 30 days from the delivery date to do so. You will need to cover the cost of the return.
- Before returning your item, please email us with your order number and details of the items you wish to return. We will then send you a secure payment link to pay for your collection.
- APC Collection – Once the payment is processed, we will arrange with APC to collect the items from you and return them to us.
- Once we have received the item/s, we will refund you back to the payment method used on the original order.
Accessories in Original Packaging:
Please keep the original packing for a smoother process.
Mail Pack Fee: £3.85
APC Collection Fee: £2.50
Total Return Cost: £6.35
Accessories Without Original Packaging & Standard Sized Items (Classed as Non-Conveyable)
Non-Conveyable Parcel Charge: £6.30
APC Collection Fee: £2.50
Total Return Cost: £8.80
A "Non-Conveyable" item requires manual handling due to its size, shape, or weight and cannot be processed through a standard automated sorting system.