Returns and Refunds
Prior to placing an order please ensure the item you are purchasing is correct - if you have any questions please contact us and we can assist with ensuring your purchase is suitable for your application.
If you believe the item you have purchased is incorrect we can cancel this within 24 hours as long as the item has not been delivered, or been prepared for delivery i.e. loaded onto delivery vehicle. After this time frame a charge may be incurred for cancelled orders.
We understand that mistakes happen and there may be occasions where you wish to return a product purchased from us. Please read below for details on returning goods to us, and the procedure for having your payment refunded.
Distance Selling Regulations
Whether your order is made via our website, by email or telephone you are covered under the Distance Selling Regulations laid out by the Office of Fair Trading. In accordance with the Distance Selling Regulations, the following applies to all transactions.
If you are cancelling your order because of a problem or defect with the goods, please notify us at the time of cancellation.
Upon cancellation, you must organise return of the goods to us at your cost. The exception to this is if the goods are faulty, in which case we will organise collection for items necessary to be collected by courier.
If you receive an incorrect order, such as an item different to the one you ordered, please notify us when immediately upon receiving your goods. We will ask you to return the incorrect item and will organise dispatch of the correct item, with no additional postage charge.
If You Have Changed Your Mind
Unused, unaltered items where the condition remains as new and the customer is returning as the item(s) are no longer required, may be returned at the buyer's expense with the agreement of GB Drainage Solutions Limited. Under the Consumer Contracts Regulations you can return your order up to 14 days from the date you received your goods from us. Upon receipt and restocking, we will arrange a refund back to the original card that was used for payment (minus delivery cost and re-stock fee). We reserve the right to charge a re-stocking and handling fee, at a minimum rate of 25% of the total invoice price. The buyer assumes all risk of loss of such returned goods, until actual receipt and acceptance by GB Drainage Solutions Limited.
If Your Order is Damaged or Faulty
If you take receipt of your order and find the products to be damaged or faulty, this should be marked on the delivery note and we must be informed immediately. All products should be fully inspected before signing for them. You will be required to photograph the damage and send these photographs in an email to us, and we may arrange for the items to be returned back to us in addition to replacing the products if we deem this necessary.
GB Drainage Solutions Limited does not cover damage caused during fitting, accidental or malicious damage, improper use or negligence, general wear and tear, damage due to poor installation or servicing or consequential loss.
If You Want to Exchange a Product
If you wish to exchange your goods for another size/type of product, please advise us immediately and we will confirm any cost difference. Where an incorrect size/type of product has been ordered by yourself, we will inspect the product when returned to us by yourself, and if it is in a re-sellable condition we will then dispatch the replacement item (following receipt of payment by yourself for any price difference, if applicable).
Exceptions may occur for the supply of treatment systems, septic tanks, pump stations, separators and rainwater harvesters, where these goods are sent directly from the manufacturer. This is in light of manufacturers operating their own returns policies.