Returns & refunds

Check your delivery on arrival

Check quantity, visible damage and that the goods match your Order Confirmation before signing. Note any shortage or damage on the delivery paperwork at the time. Goods signed for as received in good condition are treated as delivered complete and undamaged.

Report shortages, visible damage or incorrect items by email within 48 hours of delivery with your order number, a description and clear photographs. Report defects that could not be seen on delivery within 7 days of discovery and within 30 days of delivery. Do not install, use, cut or alter goods you intend to reject.

Once we have investigated, which may involve the supplier or manufacturer, we will replace the goods, supply the missing quantity or refund the price paid for the affected goods, at our option.

Returning unwanted goods

We are not obliged to accept the return of goods that match your Order Confirmation. Where we agree to a return, the request must be made within 30 days of delivery and the goods must be unused, unopened, undamaged, in original packaging, in full packs or units and in resaleable condition. We decide whether goods are resaleable.

A restocking charge of 25% of the price paid, or the supplier's charge if higher, applies, together with the cost of collection or return carriage. These are deducted from the refund.

Items we can't take back

• Special-order and non-stock lines brought in for you.
• Cut-to-size, mixed, tinted, made-to-measure or made-to-order products.
• Bagged, boxed or sealed products that have been opened or part-used.
• Materials that have been used, installed, wet, weathered or stored outside.
• Perishable, dated or shelf-life products.
• Anything excluded on the product page or in your Order Confirmation.

How to start a return

Email trade@materials2u.co.uk with your order number, the items and the reason. If we agree the return we will confirm the charges and arrange collection or give you a return address. Refunds go to the original payment method or trade account once the goods have been received and inspected, normally within 14 days of receipt. Whether to accept a return is our decision and is final.