Returns Policy

Hopefully you will not need to return an item but should the need arise it is our aim to make the process as smooth as possible for you. By referring to the guidance below you should find the answer to all relevant questions, your Statutory rights are not affected by this guidance.

If you need further information please call your nearest branch found in the Branch Locator.

Missing & Damaged Goods

It is the customers responsibility to check that all goods have been delivered and that quantities supplied match those invoiced. We will supply any shortages or offer a full refund for any missing items providing we have been made aware of the shortage within 24Hrs of receipt of delivery. Please call or email the team at the branch that fulfilled the delivery for the quickest response.

Faulty Goods

We will exchange or provide a full refund for faulty goods providing we have been made aware of the fault within 48Hrs and proof of purchase can be supplied. Please return relevant goods directly to the branch you purchased them from for the quickest response. Alternatively call the team at the same branch to arrange collection for bulkier items. In some instances, we may make a pre-arranged site visit to identify the issue and agree the most effective way to transport these items.

All refunds can only be processed against the original payment method or on the account that goods were originally supplied on.

Unwanted Goods

When ‘stocked’ (Alsford Timber core product range) goods are no longer wanted, providing they are in full re saleable condition and returned to the branch of purchase, with a receipt and within 30 days of purchase we will offer a full refund. The Branch Manager or their Deputy will determine whether goods are re sellable prior to agreeing any refund and this decision will be final. Please note that in cases where a direct to site delivery has been made by a third party supplier / manufacturer, these products are not deemed to be ‘stocked’ products and cannot be returned.

If ‘stocked’ goods require collection then to cover the costs of carriage and handling we will levy a 15% or £25 minimum collection charge. We will agree a date for collection within seven days of notification providing the goods are available within our published branch delivery areas.

Some of our goods supplied are bespoke and deemed to be ‘specials’ and as such cannot be refunded once an order is placed and manufacture has started. In all cases we will advise you if your goods fall into this category.

We cannot accept the return of bagged powdered goods such as Plaster or Cement with a shelf life.

Cancellations

Please advise your delivering branch by telephone of any cancellations or by emailing [email protected] . In all cases it will be quicker to go directly to your delivering branch.

Unfortunately we are unable to refund any bespoke or ‘special’ goods once the production / procurement cycle has started.