Returns and Cancellations Frequently Asked Questions
I’ve tried ringing, why isn’t anyone answering my call?
The customer experience team answer phone calls throughout the day from 09.00 to 17.00 Monday to Friday and you may experience a wait while we deal with other queries. Please have patience with us, or try later in the day. Alternatively, you can contact us here.
I’ve emailed you, and no one has replied yet?
We apologise for the wait, however, we respond to emails throughout the day, and may have not have got to your query yet. As such we ask that you have patience with us as we aim to respond to you as soon as we are available to do so.
How do I cancel my order?
Unfortunately, due to the goods we provide are customised and made to order, we are unable to cancel or refund any order once it has been assigned for cutting. For this reason, we ask that you check all orders are correct before placing them. If your order has not yet entered production, you can put it on hold to cancel it. Please see our article on how to put an order on hold for cancellation or amendments.
My item arrived faulty, how do I get a refund?
While all orders are made to high quality, if you notice your order has arrived damaged on delivery, please sign for it as DAMAGED and contact us via our contact form. We recommend inspecting your order as soon as it arrives to ensure everything is in perfect condition. If you discover any damage upon opening your package, please contact us as soon as possible with a description of the issue and clear photographic evidence so we can promptly resolve the matter.
Can I change my order after it's been placed?
Yes, until your order goes into production, there is still time to amend or cancel it by putting it on hold. Simply log in or create an account and head to the "My Orders" area. Click "View Order" and then select "Amend/Cancel". Your order will be put on hold and our Customer Experience team will be in touch shortly to confirm your amendments.
For further information on all of our frequently asked questions, please read our FAQs page
Returns Policy
While we strive to deliver your order in perfect condition, we understand that issues can arise. If your order arrives damaged, incorrect, or imperfect, we will resolve the problem as quickly and efficiently as possible. We will honour a refund or replacement of the item providing we have sufficient photographic evidence as stated in term 8 in our terms and conditions.
Damaged During Transit
If your order arrives with visible external damage, please inspect the product beneath the protective wrapping. If the product itself is damaged:
- Sign for the delivery as DAMAGED.
- Contact us within 24 hours via our contact form with a photo of the damage and your order number.
- Keep the item in its original packaging, as we may need to arrange a collection.
This allows us to process a replacement as quickly as possible.
Reporting an Issue after Opening your Order
- If you receive an incorrect or damaged order, please contact us within 14 days of delivery and provide photographic evidence of the issue.
- We will offer either a refund or an exchange based on your preference.
Returns for Cut-to-Size Products
As these are made to your specifications, they cannot be returned, except in cases where the order has been incorrectly cut or is otherwise faulty.
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.
Amendments and Cancellations
If, for any reason, you need to cancel or amend an order, please contact us as soon as you realise you need to cancel or make any amendments. Unfortunately, we are only able to offer this for economy orders, as any express or next day orders will be prioritised, and therefore will not be able to be altered or cancelled.
Until your order goes into production, there is still time to amend or cancel it by putting it on hold. Simply log in or create an account and head to the "My Orders" area. Click "View Order" and then select "Amend/Cancel". Your order will be put on hold and our Customer Experience team will be in touch shortly to confirm your amendments.
Please note that orders with any cut-to-size requirements or alterations such as holes can still be cancelled or amended, however, this must be done before the item is processed. If you require cancellation or amendments for any customised orders please contact us as soon as possible via our contact form. Unfortunately, any products that have been processed will not be able to be cancelled or amended.
If your order has already been processed by the time you come to cancel or amend it, it will be necessary for you to return it using the returns policy as outlined above.
For further details on our Returns policy please read our Returns section as part of our Terms and Conditions
