Returns & Refunds Policy
At Superior Render Supplies, we hope every customer will be happy with their purchase. However, should you wish to return any items, the below Returns Policy will apply:
1) Standard Returns Policy
1.1 Only certain items that have been purchased directly from our store or website can be returned to us. We do not accept returns on bagged products, tinted products, or any special-order items that we would not otherwise stock ourselves or were manufactured/modified at your request. For confirmation purposes, bagged products are classed as perishable goods are therefore exempt from the Consumer Contracts Regulations 2014.
1.2 Any returns must be unused and in their original packaging, with a copy of your sales invoice enclosed alongside the items. Please print this from the sales invoice you will have received upon placing your order with us.
1.3 Items will only be refunded if we deem them to be of saleable quality, whilst we reserve the right to reject a return if we deem the items do not meet this criterion. Items rejected for a refund will be held until you pay the shipping costs associated with returning the items to you.
1.4 We do not accept returns for any items that have been on a building site. It will be at Superior Render Supplies Ltd. complete discretion as to whether we deem products to have been on site and we reserve the right to reject a refund, if we deem the products have been on a site of any kind.
1.5 You have 14 calendar days from receipt of your order to return your items to our store. Returns attempted after the 14-day period will be rejected and the customer will be required to pay any further shipping fees associated with returning the goods to them.
1.6 Where a return has been rejected, you are liable for the costs of sending the items back to you. Any fees associated with returning the goods to you must be paid in full before any items are shipped once more. Where such fees have not be paid and products have been held, we reserve the right to dispose of any items after a period of 12 weeks since the original return request was raised.
1.7 All returns will be subject to a 10% restocking and admin charge.
1.8 You are solely responsible for the items and the quantities of any items that you order. Superior Render Supplies Ltd. will accept no responsibility for items or quantities ordered in error. Any such items will be subject to the same standard returns policy as any other item.
1.9 Refunds will be refunded by crediting the original payment method (e.g., credit card) and will be processed within 3 working days, whilst funds can take a further 5 working days to appear back in your account.
2) Order Cancellations
2.1 The cancellation of any order will be at the complete discretion of Superior Render Supplies Ltd.
2.2 Orders may be cancelled only if the goods have not yet been despatched.
2.3 Any special orders may only be cancelled if the order has not yet been processed by the manufacturer. Special orders that have been confirmed and processed by the manufacturer will be non-refundable.
2.4 Special orders where we have modified a product at your request, such as tinted products, may only be cancelled if we have not yet carried out the modification. Any product that has already been modified will be non-refundable and will we not offer any form of exchange.
2.5 Once an order has been despatched, you will be unable to cancel the order. Instead, you would need to return your order, in which case our `Standard Returns Policy` would be applicable.
2.6 For any cancelled orders, a 10% processing and admin charge will apply against the total amount refundable.
2.7 Should the cancellation of an order placed with a manufacturer incur surcharges, any fees will be deducted from your final refund value.
2.8 Whilst we will always look to be fair and do everything possible to accommodate our customers, Superior Render Supplies Ltd. reserves the right to reject any order cancellation.
3) Return Postage Costs
3.1 You are responsible for any postage costs associated with returning your goods to us. Delivery charges will not be refunded unless we are at fault, or we deem a product to be faulty.
3.2 You will be responsible for any delivery surcharges incurred in the return of your goods unless they have been received in a damaged or faulty state. For more information around this, please refer to our `Damaged or Defective Orders` section.
4) Damaged or Defective Orders
4.1 If you have received your order and find that it is damaged or defective, you should firstly ensure that you sign for your delivery as damaged with the courier. This is vitally important as failure to do so may impact our ability to refund an order as damaged.
4.2 Take photos of the damaged/defective goods. Ideally, showcasing the items on the delivery vehicle if the items appear to have been damaged in transit. Following this, please contact us immediately so we can resolve the matter from there. We will always require photo evidence of any damaged or faulty items/orders.
4.3 Superior Render Supplies Ltd. reserves the right to have any faulty or damaged goods inspected by the manufacturer, or a selected representative, before issuing any refund or replacement. We reserve the right to reject any claim of faulty or damaged goods based upon the feedback of said representative.
4.4 Should you wish to return any items which are not deemed to be faulty or damaged, our Standard Returns Policy will apply.
5) How do I arrange my return?
To arrange a return, please contact us on one of the following:
Telephone: 01637 210 033