Policy Number: WBMGRP004

Issue Date: 3rd January 2023

Goods Returns Policy

Return Policy in accordance with the Distance Selling Act

If an item is not as described or faulty you can return it for a refund within the first 14 days after delivery is received. Please follow the following procedure.

Please note we use Third Party Delivery companies such as Royal Mail (for small items), DX Courier (for anything over 2.5 metres, this is classed as Ugly Freight), Pallet Network for any items/products that must be delivered on pallets due to weight. 

Returning Products Process 

• If you wish to return your items you must contact us within 2 days of receipt of the products. 
• Contact: WBM Insulation Ltd to arrange collection at [email protected]
• The item must also be in the original condition and packaging.
• The cardboard box or packaging must in good condition
• We will request images of the items

Conditions 

Please note that you are responsible for any costs of returning items. If you choose for us to arrange for them to be collected, please ask when you contact us to arrange the return 

Collection charge guidance 

• Small items under 20kg’s, – £5 and £20 
• Large items that weigh between 20kg and 40kg – £20.00 to £50.00
• Oversized items or over items over 100kg such as building materials products like Tile Backer Board or other building boards  – £150 handling fee. 
• This cost will be deducted directly from your refund and is used to cover the original delivery and construction charges, (figures correct as of December 2022)

However, if your item is damaged or defective, these conditions do not apply. In these situations, you have 2 days from receiving the item to inform us, and then another 14 days to return the goods once you’ve told us. We will take care of it and work with you to find the best and most convenient solution for you, this may include replacement or the supply of component parts being sent to you. Please note, we will require images of the damaged / defective product. It must not have been installed or cut or used in any way.

Exclusions

• Items which are personalized and/or customized to your specifications unfortunately cannot be returned.
• This includes bespoke flooring schemes and pergolas which are made to order and will be checked for any damage and/or faults by yourself and our team on delivery. Liability for the product passes to the buyer at that stage of acceptance. 
• Items which have been delivered via a third party Pallet Network – you should make contact with us asap, so we can arrange collection, however you will be responsible for the return costs of such items. Please contact us on support@wbm-insulation for more information relating to these costs.

Cancellations

Should you change your mind and wish to cancel your purchase, we offer a 24 hour cooling off period, however, we do require written or verbal communication from yourself ‘customer’ within this time period.

After your order has been dispatched, unfortunately we will not be able to give you a full 100% refund of the original purchase value, a 30% restocking and handling fee will be applied to your refund. 

Refunds

Once WBM have received the items and after the product has been thoroughly inspected by our manager/supervisor, we will process your refund within seven working days of the product inspection. Should we need to contact you about your return we will contact you at this point. 

Please note that we can only refund money via the payment method you used to place your order.