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We hope you won't 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 any related questions. Your Statutory rights are not affected by this guidance. If you need further information, please call your nearest branch. Details can be found in our Branch Locator.
We will exchange or provide a full refund for faulty goods, providing we have been made aware of the fault within thirty (30) days 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 goods. All refunds can only be placed on the account that goods were originally supplied on.
When ‘stocked’ (Alsford Timber core product range) goods are no longer wanted, providing they are in a fully 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 or 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% collection charge (or £50 minimum). We will agree a date for collection within seven (7) days of notification, providing the goods are available within our published branch delivery areas. Some of the goods we supply 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.
Please advise your delivering branch by telephone of any cancellations, or email firstname.lastname@example.org. 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 process has started.