Plain language, no small print. If any part of this is unclear, ask before you order and we will confirm it in writing.
This policy applies to goods you buy directly from us through this website. Business orders placed against a proforma invoice are governed by the terms printed on that invoice, which prevail over this page.
A sample kit is a physical material sample supplied close to our cost. It exists so you can test the material before committing to a roll order, so: you do not need to send the sample back, ever — including for the credit; the full kit price is credited against your first roll order, whether or not you place it this year; cancel before dispatch and we refund you in full; and if it never arrives, or arrives damaged, we reship or refund — your choice, our cost.
Tell us within 14 days of delivery, with photographs and your order reference. If it is our fault, we replace the goods or refund you in full, and we pay the return freight either way.
Roll orders may be returned within the 14-day written acceptance period, provided the goods are unused, unopened, uncut, and in their original packaging.
Return freight is at your cost unless the goods are defective or do not match the specification we confirmed. A restocking charge may apply to goods we produced to a non-standard width or length — we will tell you the figure before you ship them back, never after.
Goods that have been cut, installed, or put into service; rolls produced to a non-standard width or length to your instruction; claims made after the acceptance period; claims about mechanical properties unsupported by a third-party test result; and claims arising from installation, support structure, or an application we did not supply.
Email us with your order reference, what is wrong, and photographs where relevant. We reply with a return authorisation and the return address. Please do not ship anything back before you have that authorisation — unannounced returns are difficult to trace.
Refunds are issued to the original payment method once the returned goods are received and inspected, normally within ten business days of approval. Payment provider charges and currency conversion differences are outside our control and cannot be refunded.
Orders above $500 are governed by the proforma invoice and its attached conditions, which set out the applicable acceptance period, payment terms and remedies. Where the invoice and this page differ, the invoice prevails.