The Customer’s right to return the Products will depend on what they have bought, whether there is anything wrong with it, how the Supplier is performing, when they decide to end the contract and whether they are a consumer or business, as specified below.
If the order has been dispatched or received, the Customer must return it to the Supplier. They must either post them back to the address provided or (if they are not suitable for posting) allow the Supplier to collect them. The Customer may need to cover the costs of such postage or collection.
Change of mind as – consumers
Consumers have a legal right to change their mind and receive a refund for most products bought online. This right would normally start from the date they purchase such products and expire fourteen (14) days after the day they (or someone they nominate) receive the product.
The consumer right to change their mind does not apply in respect of any Products that are from the following categories: (i) products that become mixed inseparably with other items after their delivery; or, (ii) perishable products (such are marked as ‘non-returnable’ on the Site); or, (iii) Kingspan Products (please refer to the order confirmation for more information).
If a consumer exercises their right to change their mind, the Supplier will refund them the price paid for the corresponding Products as soon as possible and in any event within fourteen (14) days after they inform them of their decision to cancel the contract, provided that they have returned the Products to them, where applicable. Any items that have been damaged or are not in similar conditions will not be refunded.
The Customer must organise the return and pay any associated costs of such (including Supplier’s reasonable costs of collection if the Products bought are not suitable for posting).
Change of mind – business
Even if the Supplier is not at fault and the Customer is not a consumer who has a right to change their mind, the Customer can still end the contract before it is completed, but they may have to pay compensation for the net costs the Supplier will incur as a result.
Customer rights in respect of defective products – consumers
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of the Product, Customers who are consumers may be entitled to the following:
(i) up to 30 days: if the goods are faulty, then the Customer can get an immediate refund;
(ii) up to six months: if the goods cannot be repaired or replaced, then the Customer is entitled to a full refund, in most cases;
(iii) up to six years: if your goods do not last a reasonable length of time, the Customer may be entitled to some money back.
These are subject to certain exceptions. For detailed information, Customers should visit the Citizens Advice website or call 03454 04 05 06.
The Supplier will pay the costs of postage or collection. Please contact the Supplier via the Site for more information.
Customer rights in respect of defective products – business
For business Customers, the Supplier warrants that on delivery all Products shall conform in all material respects with their description on the Site and be free from material defects in design, material and workmanship, unless previously disclosed.
If the Customer gives the Supplier notice in writing within forty-eight (48) hours after delivery of discovery that the Products do not comply with this warranty, the Supplier is given a reasonable opportunity of examining the Products (such as being provided with clear pictures of the Products) and the Customer returns the Products to the Supplier at the Supplier’s cost, the Supplier shall, at their option, repair or replace the defective Products, or refund the price of the defective Products in full where a replacement is not available.
The Supplier will not be liable for the Products failing to comply with this warranty if:
(i) the Customer makes any further use of the Products after giving notice in accordance with the above paragraph;
(ii) the defect arises because the Customer failed to follow the Supplier’s oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Products or (if there are none) good trade practice;
(iii) the Customer alters or repairs the Products without the Supplier’s written consent; or
(iv) the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.