Wood Decking

This policy applies to orders placed with UK Building Supplies. Nothing in this policy affects your statutory rights.

UK Building Supplies is a delivery-only business. We do not operate a customer collection counter or public trade counter.

Delivery Times

Once an order is completed, it is processed and allocated to transport. Delivery times are then based on stock availability, supplier routing, haulage availability and the delivery location.

Most orders are delivered within 2–5 working days, unless a different delivery timescale is shown on the product page.

Some building material deliveries may operate on a 1–5 working day lead time, Monday to Friday, usually between 7am and 7pm. Some deliveries may take place on Saturdays between 8am and midday, depending on the supplier or haulier.

Orders placed on weekends or bank holidays will be processed on the next working day.

Stock Availability

Stock levels change regularly and we cannot guarantee stock availability until the order has been processed with the supplier or manufacturer.

Product pages will usually indicate the anticipated delivery timescale, but this may change depending on live stock levels and supplier availability.

If an item is out of stock, we will contact you by email to either arrange a different delivery date where possible or issue a refund.

Manufacturer, Supplier and Third-Party Deliveries

Some orders are delivered directly from manufacturers, suppliers, courier networks, pallet networks or third-party haulage partners.

This means the delivery vehicle and driver may not be branded as UK Building Supplies. Please do not be alarmed — they are delivering on our behalf or through the relevant supplier network.

Where goods are delivered directly by a manufacturer or supplier, delivery times and delivery methods are outside our direct control, but we will always do our best to keep you updated.

Delivery Updates

Where available, the transport team, supplier, courier or haulier may contact you by email, phone call or text message with delivery information.

Some deliveries may include an estimated delivery window, while others may be completed on an all-day delivery service.

Where a pre-call is available, drivers will usually call or text before arrival, but this cannot be guaranteed on every delivery route.

Project Planning

We strongly advise that you do not book tradesmen, installers, plant hire or other works until you have received your goods and checked that your order is complete and correct.

Whilst every effort is made to ensure goods arrive within the expected delivery timescale, delays can occur due to stock, transport, routing, weather, supplier issues, vehicle breakdowns, driver vehicle allowance times , access problems or other unforeseen circumstances.

UK Building Supplies, suppliers and hauliers will not accept liability for consequential or indirect losses caused by delivery delays, including labour costs, contractor costs, plant hire, missed installation dates or project delays.

Large, Heavy and Palletised Deliveries

Many products sold by UK Building Supplies are large, heavy, palletised, fragile, crated or delivered using specialist transport.

Delivery may be completed using one of the following vehicle types:

- 42 tonne articulated lorry- rigid lorry- crane / HIAB vehicle- tail-lift vehicle- pallet network vehicle- Moffett vehicle- courier vehicle- supplier vehicle- third-party haulier

The delivery method is chosen by the supplier, manufacturer or haulier depending on the product, route and location.

Some products may require specialist offload facilities such as crane offload, Moffett offload or non-standard vehicle delivery. Additional charges may apply where specialist delivery is required.

Delivery Access Requirements

Customers must ensure that safe and suitable access is available for delivery.

This includes:

- clear access for large delivery vehicles- a firm, flat and suitable unloading area- no unsafe overhead cables, trees or obstructions- no parked vehicles blocking access- suitable road access for HGVs where required- safe conditions for the driver to unload- someone available to accept delivery where required

Pallet truck deliveries require firm, level, hard-standing ground. Pallet trucks cannot usually move safely over gravel, grass, soft ground, mud, steep slopes, loose stone, kerbs or uneven surfaces.

Delivery Location

Customers can request where they would like goods placed, but the final decision is always made by the driver.

Drivers and hauliers are professionally trained and will only unload where they believe it is safe and reasonable to do so.

Goods will not be unloaded where the driver believes there is a safety risk, including but not limited to overhead cables, trees, unstable ground, unsafe access, steep gradients, unsuitable surfaces or obstruction risks.

Private Property and Damage

If a customer requests or instructs a delivery vehicle to enter private property, including driveways, private roads, grassed areas, paved areas or other private land, the customer accepts responsibility for any damage caused as a result of vehicle weight, access limitations or ground conditions.

Large delivery vehicles can be very heavy and may damage driveways, paving, kerbs, manholes, lawns, underground services or other surfaces.

Failed Delivery, Refused Delivery and Redelivery

If delivery cannot be completed because the customer is unavailable, access is unsuitable, the delivery address is incorrect, the site is unsafe, the customer refuses delivery, or the customer is unable to accept the goods, additional charges may apply.

These charges may include:

- failed delivery charges- redelivery charges- waiting time- storage charges- supplier charges- return haulage charges- collection charges- administration costs

For large, heavy, palletised or manufacturer-delivered goods, these charges can be substantial.

If you are unable to accept delivery, you must contact us as soon as possible before the goods are dispatched or allocated to transport.

Cancellations After Dispatch or Allocation to Transport

Once an order has been dispatched, allocated to transport, loaded, routed or sent through a supplier/manufacturer delivery network, cancellation may result in direct transport, return, holding, storage or supplier charges.

Where a customer cancels after goods have entered the delivery process, refuses delivery, orders incorrectly, or requests a return where goods have been supplied correctly, the customer may be responsible for direct return or collection costs where permitted by law.

This does not apply where goods are faulty, damaged, not as described or supplied incorrectly by us.

Marshalls Deliveries and Returns

Marshalls products are often delivered directly through the Marshalls transport network and may be supplied on pallets, crates or specialist haulage.

Please check product names, colours, sizes, pack sizes, coverage, quantities and suitability carefully before ordering.

If a customer orders the wrong product, changes their mind, refuses delivery or requests a return where goods have been supplied correctly, direct return collection charges may apply.

For Marshalls products, return collection charges are typically £250 + VAT and may be higher depending on product, location and return requirements.

For business, trade, commercial or goodwill returns, Marshalls may also apply supplier restocking charges of up to 30% of the goods value.

Consumer statutory rights are not affected.

Tobermore Deliveries

Tobermore delivery is usually approximately 3 working days, although some Tobermore products are imported from Ireland and may have extended lead times.

Any Tobermore order that is already in transit, loaded, allocated or en-route from Ireland may be subject to supplier, haulage or return charges if cancelled or returned, unless the goods are faulty, damaged, not as described or supplied incorrectly by us.

Delivery Area

We deliver to most addresses within Great Britain unless the postcode falls within one of our delivery exception areas.

We currently do not deliver as standard to the following postcode areas:

AB35 5, AB36 8, EH43 6, EH44 6, EH45 6, EH45 8, EH45 9, EH46 7, EH55 8, G630, G639, G830, G833, G837, G838, G839, G840, G844, G847, G848, G849, IV21 2, IV22 2, IV26 2, IV27 4, IV27 9, IV41 8, IV42 8, IV43 8, IV52 8, IV53 8, IV54 8, KW11 6, KA15 1, KA15 2, KA15 9, KA16 9, KA17 0, KA25 6, KA25 7, KA25 9, KA26 0, KA26 9, KA30 0, KA30 8, KA30 9, KA27 8, KA27 9, KA28 0, KA28 9, KW15 1, KW15 9, KW16 3, KW16 9, KW17 2, PA20 0, PA20 8, PA20 9, PA21 2, PA23 7, PA23 8, PA23 9, PA41 7, PH16 5, PH16 9, PH17 2, PH18 5, PH19 1, PH31 4, PH33 6, PH33 7, PH33 9, PH36 4, PH37 4, PH38 4, PH39 4, PH40 4, PH41 2, PH41 4, PH49 4, PH50 4, ZE10, ZE19, ZE29, ZE39.

If you are in one of these areas, please contact us before ordering. In some cases, we may be able to arrange delivery using an external haulage company at an additional cost.

Product Images

Images on the website are for illustration purposes only.

Product colours, finishes, textures, packaging, batch appearance and product images may vary from the actual goods supplied. This can be due to lighting, photography, screen settings, natural product variation, manufacturer updates or batch differences.

Customers must check product names, colours, sizes, pack sizes, coverage, quantities and suitability before ordering.

Contact

For delivery questions, please contact:

simon@ukbuildingsupplies.co.uk

Contact - UK Building Supplies - Checkout

Overview

This Refund Policy explains how returns, cancellations, refunds, collections and supplier charges are handled by UK Building Supplies.

UK Building Supplies supplies building, landscaping, paving and construction-related products through an online ordering model. Orders may be fulfilled directly by UK Building Supplies or through suppliers, manufacturers, merchants, courier networks, pallet networks and third-party haulage partners.

Nothing in this Refund Policy affects your statutory rights.

Contact Information

UK Building SuppliesUK Contracts GroupThe Office5 Windrush RoadKesgraveIpswichIP5 2NYUnited Kingdom

Email: simon@ukbuildingsupplies.co.uk

UK Building Supplies may also use operational yard, supplier, manufacturer, merchant or haulage locations for stock handling, logistics or order fulfilment. These are not public trade counters. Customer collections and customer returns to those locations are not available unless agreed by us in writing.

Section 1 - Consumer, Trade and Business Returns

UK Building Supplies sells to both consumer customers and business/trade customers.

If you are purchasing for personal domestic use, you may have consumer cancellation rights for some online orders.

If you are purchasing for business, trade, commercial, professional, resale, development, landlord, contractor, construction or property renovation purposes, your order may be treated as a business-to-business order.

Business-to-business orders do not have the same statutory cancellation rights as consumer orders.

Returns for business, trade and commercial orders are accepted at our discretion only and may be subject to supplier restocking charges, collection charges, haulage charges, handling charges, failed collection charges and administration costs.

Section 2 - Change of Mind Returns for Consumer Customers

For most online consumer orders, you have the right to cancel your order within 14 days of receiving the goods, unless an exclusion applies.

Once you have told us that you wish to cancel, you then have a further 14 days to return the goods.

You do not need to give a reason for cancelling.

To request a return, you must contact us by email before sending anything back.

Email: simon@ukbuildingsupplies.co.uk

Please include:

•your order number

•your full name

•the product you wish to return

•the reason for return, if you wish to provide one

•clear photos of the goods and packaging

•confirmation that the goods have not been used, installed, cut, fitted, laid, altered or damaged

Goods returned without prior written approval or return instructions may not be accepted.

Section 3 - Condition of Returned Goods

Returned goods must be in resaleable condition unless they are faulty, damaged, not as described or supplied incorrectly by us.

Returned goods must be:

•unused

•uninstalled

•uncut

•unaltered

•unmodified

•clean

•complete

•safely packaged

•in original packaging where applicable

•returned with original labels, wrapping, banding, pallets, crates or supplier packaging where required

We may refuse a return or make a lawful deduction from any refund where goods have been used, installed, cut, fitted, laid, altered, damaged, handled beyond what is necessary to inspect them, or are no longer in resaleable condition.

Section 4 - Product Checking Before Cutting, Fitting or Installation

Customers, installers, tradespeople and any person acting on behalf of the customer are responsible for checking all goods before they are cut, fitted, laid, installed, modified or otherwise used.

This includes checking the product type, quantity, roll length, measurements, colour, finish, batch, condition, packaging labels, delivery labels, product suitability and coverage before any work begins.

Packaging labels, supplier labels, roll labels, pallet labels and delivery markings are provided for identification, dispatch and handling purposes only. They must not be relied upon instead of physically checking and measuring the goods before use.

If there is any suspected issue, discrepancy, shortage, incorrect item, damage, measurement concern, colour concern, batch concern or suitability concern, the customer or installer must stop work immediately and contact us before cutting, fitting, laying, installing, altering or using the goods.

Once goods have been cut, fitted, laid, installed, modified or otherwise altered, we cannot accept responsibility for cutting errors, installation errors, incorrect measuring, failure to check goods before use, wasted material, labour costs, fitting costs, delay costs, removal costs, replacement labour or any other consequential losses.

This does not affect your statutory rights where goods are proven to be faulty, damaged, not as described or supplied incorrectly before being cut, fitted, installed, altered or used.

Section 5 - Artificial Grass, Cut-to-Size Goods and Measured Products

Artificial grass and any other products supplied cut to size, split to order, specially prepared, specially measured or supplied to customer-specified dimensions may not be returnable unless faulty, damaged, not as described or supplied incorrectly by us.

All artificial grass rolls and measured products must be fully checked before cutting, fitting or installation.

This includes checking:

•roll length

•roll width

•product type

•colour

•batch

•labels

•condition

•suitability for the intended area

If there is any concern with the roll length, label, product type or suitability, the customer or installer must stop work immediately and contact us before cutting or installing.

Once artificial grass or any measured product has been cut, fitted, installed or altered, we cannot accept responsibility for cutting errors, measuring errors, failure to check the roll before use, wasted material, fitting costs, labour costs or replacement labour.

This does not affect your statutory rights where goods are proven to be faulty, damaged, not as described or supplied incorrectly before being cut, fitted, installed, altered or used.

Section 6 - Wrong Product Ordered By Customer

Customers are responsible for checking all product names, colours, sizes, quantities, pack sizes, coverage, specifications, delivery requirements and suitability before ordering.

If the customer orders the wrong product and the goods have been supplied correctly by us, this is treated as a customer error, incorrect-order or change-of-mind return.

Where a consumer cancellation right applies, the customer remains responsible for the direct cost of returning the goods unless the goods are faulty, damaged, not as described or supplied incorrectly by us.

Where the order is business, trade, commercial, outside the statutory cancellation period, or accepted only as a goodwill return, the return may be subject to supplier restocking charges, collection charges, haulage charges, handling charges and administration costs.

Section 7 - Damaged, Faulty or Incorrect Goods

Customers must inspect goods as soon as possible after delivery.

If goods arrive damaged, faulty, incomplete or incorrectly supplied, customers must contact us as soon as possible with the order number, photos and a clear explanation of the issue.

Please provide photos showing:

•the full product

•the damaged, faulty or incorrect area

•packaging

•labels

•pallet, crate or wrapping where applicable

•delivery paperwork where available

Where goods are faulty, damaged, not as described or supplied incorrectly by us, we will deal with the matter in line with your statutory rights.

Customers must not install, use, move, cut, alter, split packs, dispose of packaging, discard labels or otherwise interfere with goods once an issue has been identified, unless we have confirmed this in writing.

Goods should be kept in the condition received so the issue can be investigated properly with the supplier, manufacturer, courier or haulage partner.

Failure to keep the goods and packaging available for inspection may affect our ability to investigate the issue and may affect any available remedy.

Section 8 - Non-Returnable Items

We cannot usually accept returns for:

•bespoke, personalised, custom-made or made-to-order products

•artificial grass or other products cut to size

•split packs or products specially split at the customer’s request

•special-order products sourced specifically for the customer where cancellation rights do not apply

•perishable goods

•hazardous goods

•products that have been used, installed, damaged, opened, mixed, altered or are no longer in resaleable condition

•goods without original pallet wrapping, crate packaging, labels or banding where this affects resale or supplier return acceptance

•sale items or gift cards, except where required by law

Nothing in this section affects your statutory rights where goods are faulty, damaged, not as described or supplied incorrectly by us.

Section 9 - Return Costs

Unless the goods are faulty, damaged, not as described or supplied incorrectly by us, the customer is responsible for the direct cost of returning the goods.

For small parcel items, the customer may be able to arrange their own suitable return service.

For large, heavy, palletised, crated, fragile, manufacturer-delivered or supplier-delivered goods, returns may need to be arranged through the supplier, manufacturer, courier, pallet network or haulage partner.

Return costs for large, heavy, palletised or manufacturer-delivered goods can be substantial.

These may include:

•collection charges

•return haulage charges

•pallet network charges

•supplier charges

•failed collection charges

•waiting time

•storage charges

•handling charges

Where a return is requested for goods that have been supplied correctly, we may deduct the direct cost of return from any refund where permitted by law.

For business, trade, commercial or goodwill returns, additional supplier restocking charges, handling charges and administration costs may also apply.

Section 10 - Marshalls Products and Supplier Charges

Marshalls products may be delivered directly through the Marshalls transport network and may be supplied on pallets, crates or specialist haulage.

Customers must check product names, colours, sizes, pack sizes, coverage, quantities and suitability carefully before ordering.

If a customer orders the wrong product, changes their mind, refuses delivery or requests a return where goods have been supplied correctly, direct return collection charges may apply.

For Marshalls products, return collection charges are typically £250 + VAT and may be higher depending on the product, location and return requirements.

For business, trade, commercial or goodwill returns, Marshalls may also apply supplier restocking charges of up to 30% of the goods value.

Where applicable and where permitted by law, these charges will be deducted from any refund or charged separately.

Consumer statutory rights are not affected.

Section 11 - Tobermore, Imported and Specially Routed Goods

Some Tobermore products and other supplier goods may be imported, specially routed or delivered from outside mainland Great Britain.

Where goods are already in transit, loaded, allocated or en-route from a supplier, cancellation or return may result in supplier, haulage, return or handling charges unless the goods are faulty, damaged, not as described or supplied incorrectly by us.

Business, trade, commercial and goodwill returns for these products are accepted at our discretion only.

Section 12 - Cancellations Before Dispatch

If you wish to cancel an order, you should contact us as soon as possible.

If the order has not yet been processed, allocated, dispatched, loaded, routed or confirmed with the supplier, we will usually be able to cancel the order and issue a refund.

If the order has already been processed, allocated, dispatched, loaded, routed or entered a supplier/manufacturer delivery network, cancellation may result in direct supplier, transport, return, holding, storage or haulage charges.

This does not apply where goods are faulty, damaged, not as described or supplied incorrectly by us.

Section 13 - Cancellations After Dispatch or Allocation to Transport

Once an order has been dispatched, allocated to transport, loaded, routed or sent through a supplier/manufacturer delivery network, cancellation may result in direct transport, return, holding, storage, supplier or haulage charges.

Where a customer cancels after goods have entered the delivery process, refuses delivery, orders incorrectly, or requests a return where goods have been supplied correctly, the customer may be responsible for direct return or collection costs where permitted by law.

For business, trade, commercial or goodwill returns, supplier restocking charges, collection charges, haulage charges, handling charges and administration costs

Contact - UK Building Supplies - Checkout