Returns & refunds
Returns and refunds
Tell us within 14 days of delivery if you need to return something. Both faulty and non-faulty items can come back as long as they are new and unused; returns are taken in store at our Deeside yard, a 15% restocking fee of the product price applies and refunds are processed within 5 days.
The policy at a glance
Returns
Accepted for both defective and non-defective products
Exchanges
Not accepted — we refund rather than swap items
Product condition
New only — unused, sealed and in original packaging
Window
14 days from delivery
Method
In store, at our Deeside yard, by appointment
Restocking fee
15% of the product price
Refund processing time
5 days
Starting a return
- 1
Tell us within 14 days
Message or call us within 14 days of your delivery and say what you would like to return.
- 2
Send your order number and photos
A photo of the item and its packaging lets us confirm it can go back on the shelf before you move it.
- 3
Get it back to the yard
Return it in its original condition. We will tell you the collection slot or the drop-off arrangement.
Can be returned
- VUBA resin kits that are unused, sealed and in their original packaging
- Tools, brushes and sundries that are unused and in resaleable condition
- Anything we sent you in the wrong colour, size or quantity
- Items you have only handled to check over — keep the bags sealed where you can
Cannot be returned
- Bulk bags of soil, compost, sand, crusherrun, ballast or any aggregate once delivered
- Opened resin binder, opened aggregate bags or binding sand
- Material mixed or tinted specifically for your order
- Anything told to us more than 14 days after delivery
- Goods damaged after delivery
What a return costs
Restocking fee
15% of the product price is taken off the refund on every return, to cover handling and putting the stock back on the shelf.
Damage
Anything returned damaged, torn, wet or short-shipped is charged back against the refund.
Return delivery
You arrange and pay to get the goods back to us, unless the item is faulty or we sent the wrong thing.
Prices on this site are shown with VAT included, so your refund is calculated on the amount you actually paid.
Faulty, damaged or wrong items
Check your delivery when it arrives and tell us the same day if anything is damaged, missing or not what you ordered. Photographs of the item and the packaging help us sort it quickly.
For faulty or incorrect goods we arrange collection at our cost and refund the full amount you paid, including the delivery charge on that order. No restocking fee applies.
Refunds
- We process your refund within 5 days of receiving the goods back at the yard, or of telling you that no return is needed.
- Refunds go back to the card or account you paid with.
- Exchanges are not accepted. If you need a different colour or size, place a new order and we will refund the original item as normal.
- Original delivery charges are refunded except where the order was delivered free and the returned items bring it below the free-delivery threshold.
- If your order was discounted, the refund is the amount you paid for those items after the discount.
Where returns go
Hangar 14, Welsh Road, Deeside, CH5 2LR
Returns are taken in store, by appointment only — call or WhatsApp us first so we can put a slot aside for you.
Still not sure?
Message us with your order number and a photo and we will tell you straight away whether the item can come back and what your refund would be.