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Returns
This Agreement was last modified on Thursday 15th January 2026
1. Return Of Products
Damaged / Faulty Goods
- If you receive your goods damaged please mark on the delivery note and inform the driver. Notify us immediately, info@buythepallet.co.uk or 0333 344 2655 within 24 hours -> info@buythepallet.co.uk. We will need a photo of the delivery note and photos of the damaged delivery. Damaged products will be replaced on a case-by-case basis.
- Grouts, floor levellers, primers and adhesives are not refundable owing to the conditions they need to be stored in.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.
Refunds
Following notification to us of the issues and once the refund is approved we will refund the money to your credit card company or Paypal within 1-3 working days. Refunds by credit card usually take 1 – 3 working days for the funds to reach you. Paypal can be 1 – 5 working days. Please contact us if you have paid by BACS transfer.
- Orders that have already been despatched to haulage are subject to a 25% restocking fee upon cancellation and also a £60+VAT haulage back-to-us fee.
- If you are contracting as a consumer, you may cancel your contract with us for the goods you order at any time up to the end of the seventh working day from the date you receive the ordered goods by emailing or writing to us at the address given (below). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty (but see return charges referred to in section 5.3.) please see below.
- If you have received the goods before you cancel your contract you must return them in the condition in which you received them and at your own cost and risk. You have an obligation to take reasonable care of the goods while in your possession, and if you fail to comply we may seek compensation. Grouts, floor levellers, primers and adhesives are not refundable due to conditions they need to be stored in. We will assess this on a case-by-case basis.
- Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order provided that the goods in question are collected by us in the condition they were in when delivered to you. We shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.
