Refund policy


Returns Policy – Fencing Materials

This policy applies to all fencing products including (but not limited to) fence panels, posts, gravel boards, rails, fixings, gates, and related materials. It distinguishes between consumer (B2C) and business/trade (B2B) purchases in accordance with UK law.

Consumer Customers (B2C)

If you are purchasing as a consumer (for personal, non-commercial use), your order is protected by the Consumer Contracts Regulations and the Consumer Rights Act 2015.

Change of Mind (Distance Sales)

  • You may cancel your order within 14 days of receiving the goods, without giving a reason.
  • Cancellation must be communicated to us in writing within this period.
  • You then have a further 14 days to return the goods.

Conditions for Returns

Due to the nature of fencing materials:

  • Items must be unused, undamaged, and in their original packaging
  • Timber products must be free from installation marks, cutting, drilling, staining, or weather exposure
  • Goods must be returned in a resalable condition
  • You are responsible for arranging and paying for return transport
  • We do not collect returned fencing materials and do not provide prepaid return labels

We strongly recommend using suitable transport for long or heavy items. We are not responsible for damage occurring during return transit.

Refunds

  • Refunds are processed only after returned goods are received and inspected
  • We will refund the cost of the goods and the standard outbound delivery charge
  • Enhanced or special delivery charges are non-refundable
  • Refunds are issued to the original payment method

Items Excluded from Change-of-Mind Returns

The right to cancel does not apply to:

  • Cut-to-size fencing materials (including posts, rails, gravel boards, or panels altered to length)
  • Made-to-order or bespoke fencing products
  • Clearance or sale items where clearly marked
  • Goods that have been installed, part-installed, or exposed to outdoor conditions

Faulty or Incorrect Items

  • Claims for damaged, faulty, or incorrect fencing materials must be reported within 48 hours of delivery
  • Clear photographic evidence is required
  • Statutory rights apply where goods are faulty or not as described

Business & Trade Customers (B2B)

If you are purchasing on behalf of a business, contractor, or for commercial use, consumer protection laws do not apply.

Returns Window

  • Return requests must be made within 7 days of delivery
  • Requests outside this period will not be accepted

Eligibility

  • Items must be unused, undamaged, and in original packaging
  • Timber must be uncut, untreated, and not exposed to weather
  • Goods must be in a resalable condition

Non-Returnable Items (B2B)

The following are non-returnable and non-refundable:

  • Cut-to-size fencing materials
  • Custom or made-to-order products
  • Clearance or sale items
  • Installed or part-installed fencing materials
  • Surplus materials or ordering errors

Return Process

  • All returns require prior approval
  • Customers must arrange and pay for return transport
  • We are not responsible for items damaged or lost during return shipping

Refunds

  • Approved refunds are issued only after inspection
  • Original delivery charges are non-refundable
  • A handling or restocking deduction may apply

Refused or Uncollected Deliveries

Fencing materials that are refused or not collected may incur additional transport, handling, or storage charges. These costs will be deducted from any refund issued.

Customer Classification

We reserve the right to classify orders as B2C or B2B based on order quantity, delivery location, account type, or information provided at checkout.

Important Notice

 

Nothing in this policy affects your statutory rights where applicable.