Returns Policy

Returns & Refund Policy

Last updated: July 2026

We understand that there may be occasions when a product needs to be returned.

This Returns and Refund Policy applies to purchases made from Fencing Supplies London, including eligible online orders, telephone orders, email orders and purchases made in person.

This policy is in addition to your statutory rights under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Change-of-Mind Returns for Distance Orders

This section applies where a consumer purchases goods online, by telephone or by email under a distance contract.

Subject to the legal exceptions, consumers have the right to cancel an eligible order from the date the contract is formed until 14 days after the day on which the goods are received.

Where an order contains several items delivered on different days, the cancellation period normally ends 14 days after the day on which the final item is received.

You do not need to provide a reason for cancelling, but you must clearly inform us of your decision before the cancellation period expires.

Once you have told us that you wish to cancel, the goods must be returned without undue delay and no later than 14 days after the day on which you notified us.

The customer is responsible for arranging and paying the direct cost of returning unwanted goods unless we have agreed otherwise or the law requires us to bear the cost.

Due to the size, weight and handling requirements of fencing, timber, concrete and landscaping products, return transport costs may be substantial.

Purchases Made in Person

Customers do not automatically have a legal right to return goods purchased in person solely because they have changed their mind.

Any change-of-mind return for goods purchased in person is accepted at the discretion of Fencing Supplies London and must be agreed before the goods are returned.

Any discretionary return remains subject to the conditions, exclusions and charges set out in this policy.

This does not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.

Return Authorisation

Please do not return goods without contacting us first.

All returns must be requested and agreed in advance so that we can:

• Confirm whether the goods are eligible for return
• Provide the correct return location
• Explain the return requirements
• Confirm whether any collection option is available
• Provide a return reference where required

Goods returned without prior agreement may be refused or may result in delays while the return is identified and reviewed.

Return Conditions

You may inspect goods to the same extent that would reasonably be permitted in a retail setting.

To qualify for a full change-of-mind refund, goods must normally be returned:

• Unused and uninstalled
• Clean and in a resaleable condition
• Complete with all supplied parts and accessories
• In their original packaging where reasonably applicable
• Without being cut, drilled, painted, treated or altered
• Without avoidable damage, marking or deterioration
• With suitable proof of purchase

We may make a lawful deduction from a consumer refund where the value of the goods has been reduced by handling beyond what is reasonably necessary to establish their nature, characteristics and function.

For discretionary, business or trade returns, we may refuse the return or reduce the refund where goods are no longer suitable for resale.

Items That Cannot Usually Be Returned for Change of Mind

The statutory right to cancel may not apply to certain goods, including:

• Goods made to the customer’s specifications
• Made-to-measure or personalised products
• Products cut, drilled, altered or modified at the customer’s request
• Bespoke or specially manufactured goods
• Goods that become inseparably mixed with other items after delivery
• Other goods covered by a legal cancellation exemption

We cannot normally accept discretionary returns of:

• Special-order goods obtained specifically for the customer
• Clearance or final-sale goods purchased in person
• Installed, used, cut, painted, stained or treated goods
• Opened or partly used bags of post mix or similar materials
• Goods damaged after delivery or collection
• Goods that have been stored or handled incorrectly
• Incomplete products or products with missing parts

These exclusions do not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.

Pallets, Bundles, Trade Packs and Multi-Pack Products

Where goods are supplied as a pallet quantity, trade pack, bundle or multi-pack, they must normally be returned in the same complete quantity and original bundled or palletised condition in which they were supplied.

Partial returns of pallets, bundles, trade packs or multi-pack products will not normally be accepted unless agreed by us in writing before the return.

If banding, wrapping or bundling has been removed, or goods have been separated from the original pack, we may refuse a discretionary return or make a lawful deduction to reflect any reduction in resale value.

Return Costs

For unwanted or change-of-mind returns, the customer is responsible for arranging and paying for the goods to be returned to the location confirmed by Fencing Supplies London.

Goods remain the customer’s responsibility until they have been safely received and inspected by us.

The customer must use a suitable vehicle and ensure that products are:

• Loaded and secured safely
• Adequately supported during transport
• Protected from impact, weather and movement
• Transported in accordance with applicable road and safety requirements

Fencing Supplies London is not responsible for damage, loss, breakage or deterioration occurring during return transport arranged by the customer.

Concrete Product Returns

Customers must arrange and complete the return of all unwanted or change-of-mind concrete products themselves.

This includes, but is not limited to:

• Concrete fence posts
• Concrete intermediate posts
• Concrete end posts
• Concrete corner posts
• Concrete three-way posts
• Concrete gravel boards
• Concrete repair spurs
• Other concrete fencing or landscaping products

Concrete goods must not be returned without prior authorisation. Please contact us before arranging transport so that we can confirm eligibility and provide the correct return location and instructions.

The customer must arrange a suitable vehicle, sufficient assistance and a safe method of loading and transporting the concrete products.

Concrete products remain the customer’s responsibility until they have been safely received and inspected by Fencing Supplies London.

Concrete goods returned chipped, cracked, broken, marked, incomplete or otherwise unsuitable for resale may be refused or may have a deduction applied where permitted by law.

Our drivers will not collect unwanted concrete products when completing another delivery or visiting the customer’s area.

Faulty, Damaged or Incorrect Concrete Products

If a concrete product is believed to be faulty, damaged, incorrectly supplied or not as described, please contact us before moving or returning it.

Please provide clear photographs showing:

• The complete product
• The reported damage or fault
• Any product labels or markings
• The delivery location where relevant
• The quantity of products affected

Fencing Supplies London does not operate a collection service for concrete returns. Where a concrete product is confirmed to be faulty and we are legally responsible for reasonable return costs, we may agree for the customer to arrange suitable return transport and reimburse an agreed reasonable cost.

Return transport costs must be agreed by us before transport is booked. We may not reimburse unauthorised, excessive or unsuitable transport charges.

Depending on the circumstances and the customer’s legal rights, we may instead agree another suitable remedy, including a replacement, refund or price reduction.

Please do not dispose of, install, cut, alter or use a concrete product that is the subject of a complaint until we have reviewed the issue and confirmed the next steps.

Optional Collection of Other Eligible Products

Fencing Supplies London may, at its discretion, offer collection of certain eligible unwanted timber, fencing or landscaping products.

This optional collection service:

• Does not include concrete products
• May not be available in every postcode or delivery area
• Is subject to vehicle space and route availability
• Must be agreed and paid for in advance where applicable
• May take place separately from any replacement delivery

Where we agree to collect eligible unwanted goods, a collection and handling charge will apply.

The collection charge will normally be calculated at 20% of the return value or £50, whichever is higher, subject to the collection location, order size, product type and reasonable costs involved.

The charge will be confirmed before collection and must be paid in advance or may be deducted from the refund where agreed.

Collection charges are non-refundable once collection has taken place.

Where collection is unavailable or declined, the customer must arrange and pay for the return themselves.

Restocking, Handling and Administration Fees

A restocking, handling and administration fee may apply to:

• Discretionary change-of-mind returns
• Business and trade returns
• Goods purchased in person and returned by agreement
• Refused deliveries
• Orders cancelled after preparation, loading or dispatch
• Returns accepted outside a statutory cancellation period

The normal discretionary restocking, handling and administration fee is 20% of the value of the returned goods.

A blanket restocking fee will not be applied to a consumer’s valid statutory distance-sale cancellation. In those cases, deductions will only be made where permitted by law, including where:

• The goods have been handled beyond what is reasonably necessary
• The value of the goods has been reduced
• Products have been damaged after delivery
• Products are incomplete or have missing components
• Goods have been installed, used, cut or altered
• Products have been separated from a supplied pallet, pack or bundle

Delivery, collection and return transport charges are separate from any lawful reduction for loss of value.

Refunds for Change-of-Mind Returns

All returned goods must be inspected before a refund is approved.

Approved refunds will normally be made to the original payment method.

For a valid consumer distance-sale cancellation, we will refund the price paid for the eligible returned goods.

Where the complete order is cancelled, we will also refund the cost of our least expensive standard outward delivery option where legally required.

If the customer selected a premium, express, timed or enhanced delivery service, any amount above the cost of standard delivery will not normally be refunded.

Where only part of an order is returned, the original outward delivery charge will not normally be refunded unless required by law.

We may withhold the refund until:

• The returned goods have been received by us; or
• The customer provides satisfactory evidence that the goods have been returned

Applicable cancellation refunds will be processed without undue delay and normally within 14 days after the returned goods, or acceptable evidence of return, have been received.

Payment providers and banks may require additional processing time before the refund appears in the customer’s account.

Where a refund is reduced because of return charges, agreed collection costs, damage, missing parts or loss of value, we will explain the reason for the deduction.

Refused Deliveries

If a customer refuses delivery after goods have been dispatched, the goods will normally be returned to our premises and inspected.

Reasonable delivery, return transport, handling and administration costs may be deducted from any refund where permitted by law.

This may include refused deliveries caused by:

• A change of mind
• Incorrect products being ordered by the customer
• An incorrect delivery address
• Unsuitable or restricted access
• The customer not being available where attendance was required
• The customer being unable to accept or safely store the order
• Another matter outside our reasonable control

A refused delivery is not automatically treated as a valid statutory cancellation. Customers should contact us clearly if they wish to cancel an eligible distance order.

Order Cancellations Before Delivery

You may request to cancel an order before dispatch.

If the order has not yet been picked, prepared, manufactured, specially ordered, loaded or allocated to a delivery route, cancellation will normally be completed without an administration fee.

Cancellation may not be possible where:

• Goods have been made to order
• Products have been cut or altered
• Special-order goods have been obtained from a supplier
• The order has already been dispatched or delivered

If cancellation is requested after an order has been picked, prepared, loaded, routed or dispatched, reasonable costs already incurred may be deducted where permitted by law.

These costs may include picking, loading, unloading, delivery, return transport and administration costs.

Any cancellation charge must reflect reasonable costs and will not affect statutory consumer cancellation rights.

Damaged, Missing or Incorrect Goods

Please inspect all goods as soon as reasonably possible following delivery or collection.

Visible damage, missing products or incorrectly supplied goods should be reported to us as soon as possible and preferably within 48 hours.

When reporting an issue, please provide:

• Your full name
• Your order number
• A clear description of the issue
• The product and quantity affected
• Clear photographs of the product
• Photographs of the packaging where relevant
• Photographs showing the delivery condition where relevant

Please do not install, cut, paint, treat, modify or use any goods that you believe are damaged, faulty or incorrect until we have reviewed the issue.

Please do not dispose of any affected goods or packaging until we have confirmed the next steps.

Reporting visible issues promptly allows us to investigate delivery records and product condition more effectively. A request to report issues within 48 hours does not remove statutory consumer rights.

Faulty Goods Within 30 Days

Consumer goods must be of satisfactory quality, fit for any particular purpose made known to us and match their description.

Where consumer goods do not meet these requirements, the customer may have a short-term right to reject them within 30 days of delivery.

If the goods are confirmed to be faulty, not as described or not of satisfactory quality under the applicable legal criteria, the customer may be entitled to a refund or another appropriate remedy.

No restocking fee will apply to goods confirmed to be faulty.

For products other than concrete, we will agree an appropriate return or collection process where required.

For concrete products, the customer will need to arrange the return themselves because Fencing Supplies London does not provide concrete collection. Where required by law, reasonable return transport costs agreed with us in advance will be reimbursed.

Faulty Goods After 30 Days

After the initial short-term rejection period, we may be entitled to provide a repair or replacement before a refund or price reduction is considered.

The appropriate remedy will depend on:

• The nature of the fault
• The product involved
• The time since delivery
• Whether a repair or replacement is possible
• The customer’s applicable statutory rights

We may ask for photographs, videos, measurements, batch information or other reasonable evidence to help assess the issue.

Where necessary, products may need to be inspected before a final decision is made.

Problems That Are Not Product Faults

We are not responsible for problems caused solely by:

• Incorrect or unsuitable installation
• Failure to follow manufacturer instructions
• Incorrect measurements supplied by the customer
• Unsuitable ground or site conditions
• Misuse or accidental damage
• Normal wear and tear
• Natural weathering or movement
• Poor maintenance
• Incorrect storage or handling
• Alterations carried out after delivery

This does not affect your statutory rights where a product was inherently faulty at the time it was supplied.

Timber Products and Natural Characteristics

Timber is a natural material and may display variations and characteristics that are not normally considered faults.

Natural timber characteristics may include:

• Splits, cracks, shakes and surface checking
• Knots and occasional knot holes
• Grain and colour variation
• Sap or resin
• Minor saw, handling and treatment marks
• Movement, twisting, bowing or cupping
• Expansion and contraction caused by moisture
• Pressure-treatment colour variation
• Natural weathering after outdoor exposure

These characteristics do not normally qualify as faults unless they materially affect the structural integrity, advertised specification or intended function of the product.

Concrete Product Characteristics

Concrete products are heavy-duty manufactured materials and may display minor cosmetic characteristics.

Normal concrete characteristics may include:

• Small edge chips
• Minor surface marks
• Air holes
• Mould marks
• Colour and shade variation
• Hairline surface cracks
• Efflorescence

Efflorescence is a naturally occurring white bloom that may appear on concrete and is not normally considered a product fault.

Minor cosmetic characteristics will not normally qualify as faults unless the structural integrity, advertised specification or intended function of the product is materially affected.

Composite Product Characteristics

Composite products may be subject to:

• Colour or shade variation
• Expansion and contraction
• Minor manufacturing marks
• Normal outdoor weathering
• Gradual changes in appearance following exposure

Composite products must be stored, handled and installed in accordance with the relevant manufacturer’s guidance.

Normal material movement and weathering will not usually be considered a fault.

Inspection Before Installation

Customers must inspect goods before installation, cutting, drilling, painting, treating or alteration.

Please check:

• The product type
• The size and dimensions
• The colour and finish
• The quantity supplied
• Any visible damage
• Compatibility with the intended installation

If a product appears damaged, faulty or incorrect, stop work and contact us before proceeding.

Installation does not remove statutory rights. However, installing or altering visibly incorrect or damaged goods may affect the remedies reasonably available where the issue should have been identified beforehand.

We are not responsible for avoidable installation, removal, refitting or labour costs caused by goods being installed before reasonable inspection, except where liability cannot legally be excluded.

Business and Trade Returns

Business and trade customers do not have the same automatic change-of-mind cancellation rights as consumers.

Business and trade returns are accepted at the discretion of Fencing Supplies London and must be agreed in writing before goods are returned.

Goods must be:

• Unused and uninstalled
• Complete
• Clean and undamaged
• In a fully resaleable condition
• Returned in the original pack, bundle or pallet quantity where applicable

A 20% restocking, handling and administration fee will normally apply to accepted business, trade and other discretionary returns unless agreed otherwise in writing.

Special-order products, made-to-order goods, bespoke items, cut materials and goods obtained specifically for a business or trade customer cannot normally be cancelled or returned once ordered.

Business and trade customers must arrange and pay for return transport unless otherwise agreed in writing.

Fencing Supplies London does not collect returned concrete products from business or trade customers.

Return Inspection

All returned goods will be inspected before a refund, exchange or credit is approved.

The inspection may consider:

• Whether the correct products and quantities have been returned
• The condition of the goods
• Whether products have been used or installed
• Whether products have been cut, altered or treated
• Whether supplied parts or accessories are missing
• Whether pallet, bundle or pack quantities remain complete
• Whether damage occurred during return transport
• Whether the goods remain suitable for resale

Acceptance of goods at the return location does not automatically confirm that a refund has been approved.

How to Request a Return

To request a return, cancellation, replacement or refund, please contact Fencing Supplies London before returning any goods.

Please provide:

• Your full name
• Your order number
• Your delivery address
• The products and quantities involved
• The reason for the return
• Photographs where products are damaged, faulty or incorrect

We will review the request and confirm:

• Whether the goods are eligible
• The correct return location
• The applicable return deadline
• Any charges or deductions that may apply
• Whether collection is available for non-concrete products
• The return process for faulty goods

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