Refund policy

 

Our refunds policy

As our products are custom-made and manufactured to customer specification, orders cannot be cancelled or returned once production has commenced, unless the goods are faulty or incorrectly supplied.

    1. If you are contracting with us as a consumer, clauses 9.2-9.3 summarise your key legal rights in relation to the Goods, which are subject to certain exceptions.
    2. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of the Goods, you are entitled to the following:
      1. up to 7 days: if the Goods are damaged or defective, then you can get a refund;
      2. up to six months: if the damaged or defective Goods cannot be repaired or replaced, then you are entitled to a refund of up to the full amount, in most cases;
      3. up to six years: in the event that the Goods can be expected to last up to six years then you may be entitled to a repair or replacement, or, if the Goods cannot be repaired or replaced, you may be entitled to some of your money back.
    3. If you wish to exercise your legal rights to reject the Goods, you must return the Goods to us or allow us to collect the Goods from you. We will pay the reasonable costs of return or collection.
    4. Your rights in clauses 9.2-9.3 are in addition to your rights to return the Goods in accordance with clause 5.1.
    5. If you are contracting with us as a business customer:

returns of faulty Goods shall only be refunded or replaced if you contact us within 7 days of receipt of the Goods, informing us of your wish to return them. The Goods must be returned in accordance with our standard authorisation procedure (please contact us on 01204 693 900 or info@ukplaster.com for details).  Without limitation, you must take reasonable care of the Goods in your possession and the Goods must be returned at your risk, in the same condition in which you received them and securely re-packed in their original packaging. A handling charge of 15% of the invoiced value of the Goods plus the delivery and return carriage costs will be levied. There will be an additional charge for re-boxing if the original packaging is not in a suitable condition for re-stocking. Any non-faulty Goods which are Restricted Goods and/or which have been installed may not be returned;

if you wish to return Goods to us because they are damaged or defective, or do not materially conform to their specification, any such damage, defect or nonconformity must be notified to us as soon as possible, but in any event within 3 days of the date that you discovered or ought to have discovered the damage, defect or nonconformity, (within 48 hours if damage in transit is alleged), and no further use of the Goods must be made following discovery of the damage, defect or nonconformity.  We will examine the returned Goods and will notify you of your refund via e-mail within a reasonable period of time.  We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the damaged, defective or nonconforming Goods. Goods returned by you because of damage, defect or nonconformity will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. 

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

You have an obligation to take reasonable care of the Goods whilst they are in your possession, irrespective of whether you are contracting with us as a consumer or as a business customer.  We may, at our discretion and without limitation, refuse to refund or replace any Goods if we consider that you have failed to discharge this obligation.

In accordance with clause 9.7, you must not make any improper use of, or make any unauthorised modifications or repairs to, the Goods, and you must otherwise take reasonable care to avoid any risk of damage occurring to the Goods by any means.

Notwithstanding the provisions of clause 10.1.(a) which relate to fitness for purpose, unless otherwise agreed by us in writing in any particular instance, you shall be solely responsible for selecting Goods which are suitable for use for the specific purpose for which they are to be used.

For the avoidance of doubt, if any failure to discharge the obligation in clause 9.7 results in any loss or damage pursuant to clause 10, any such loss or damage may be considered as having been caused by you or contributed to by you.