FAQ
General
What are your opening hours?
Our standard opening hours are Monday to Friday, 7:30 AM to 5:00 PM. We are closed on Saturdays and Sundays and public holidays. Please check our website for any changes to these hours.
Do you offer delivery services?
Yes, we offer delivery services for all our products. Currently we're only delivering in a 25 mile radius of Manchester. Delivery times and charges may vary depending on the location and size of the order. Please contact our customer service team for more information.
Do you provide trade accounts?
Yes, we offer trade accounts for businesses. This includes benefits such as trade discounts, credit terms, and dedicated account management. Please contact us to set up a trade account.
How can I contact customer service?
You can reach our customer service team by phone or by email through the contact form on our website. Our team is available to assist you during our standard opening hours.
What is your return policy?
We accept returns on unused and unopened items within 30 days of purchase, accompanied by a receipt or proof of purchase which is subject to a restocking fee. Custom or special-order items may not be eligible for return. Please see our return policy on the website for more details.
Do you offer any installation services?
While we solely supply materials, we can recommend numerous trusted local contractors and installers. Please ask our team for recommendations.
Are you environmentally friendly?
Yes, we are committed to sustainability. We have a dedicated product packaging recycling program and a new fleet of energy-efficient wagons to reduce our carbon footprint. Learn more about our sustainability efforts on our website.
Can I get expert advice for my project?
Yes, our knowledgeable staff is always ready to offer expert advice and help you find the right products for your project. Feel free to ask any questions you have when you visit our store or contact us online.
Return Policy
Return Eligibility
- Products must be returned within 30 days of the purchase date.
- Items must be in their original, unused, and unopened condition with all original packaging and labels.
- A valid receipt or
proof of purchase is required for all returns.
Non-Returnable Items
- Custom or special-order items.
- Items that have been installed, altered, or damaged by the customer.
- Perishable items such as plaster/cement etc.
Restocking Fee
A restocking fee of a percentage of the purchase price will be applied to all returned items. This fee covers the cost of inspecting, repackaging, and restocking the item. The restocking fee will be deducted from the refund amount.
Return Process
To initiate a return, please contact our customer service team who will deal directly with your enquiry. Return the item to the depot or we can arrange collection.
Refunds
Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, a refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days, minus the restocking fee.
Shipping Costs
Customers are responsible for paying the shipping costs for returning items.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Damaged or Defective Items
If you receive a
damaged or defective item, please contact us immediately.
We will arrange for
a replacement or a full refund, including any applicable shipping costs.
Exchanges
If you need to exchange an item for a different size or product, please follow the return process to send back the original item and place a new order for the desired item.