Refund policy

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel most orders within 14 days of receiving your goods, without giving a reason. To meet the cancellation deadline, it's enough for you to send your cancellation notice before the 14-day period expires.

To cancel an order, contact us via our Contact page, email ts-home1@outlook.com, or call +44 7947 635852, quoting your order number.

Exceptions to the Right to Cancel

Some of our products are cut, sized, or prepared specifically for your order (for example, certain timber, metal sections, and stone products cut to a length or size you've chosen). Under the Consumer Contracts Regulations, the right to cancel does not apply once production or cutting has started on goods made to your specification. If this applies to your order, it will be made clear on the product page before you buy.

This doesn't affect your rights if the item arrives faulty, damaged, or not as described — see "Faulty, Damaged or Incorrect Items" below.

How to Return an Item

• Contact us before sending anything back, so we can confirm the return address with our supplier and give you instructions — items are dispatched from different suppliers across our UK network, so the correct return address depends on what you ordered.
• Goods should be returned unused, and in the same condition you received them, where reasonably possible.
• You're responsible for the cost of returning items you've simply changed your mind about. If the item is faulty, damaged, or not what you ordered, we'll cover reasonable return postage costs — see below.

Refunds

Once we've received your returned item (or evidence that you've sent it back), we'll process your refund within 14 days. Refunds are issued to your original payment method.

If only part of your order is being returned, we'll refund the value of the returned item(s); the original delivery charge is only refunded if you're cancelling your entire order under your statutory cancellation rights within the 14-day window.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery with your order number and photos of the issue, in line with our Shipping Policy. We'll arrange a replacement, repair, or full refund, including reasonable return postage, at no cost to you.

This is in addition to your statutory rights under the Consumer Rights Act 2015, which are not affected by anything in this policy.

Order Cancellations Before Dispatch

If you want to cancel or change an order before it's dispatched, contact us as soon as possible — see our Contact page. Because orders are placed directly with our suppliers, we can't always guarantee a change or cancellation once processing has started, but we'll do what we can.

Questions?

If you have any questions about a return or refund, contact us via our Contact page, email ts-home1@outlook.com, or call +44 7947 635852.