Returns Policy

  1. If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling) Regulations 2000). This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.
  2. However, this cancellation right does not apply in the case of any custom-made products or products that are made to your specification or are clearly personalised.
  3. You will be entitled to cancel any order placed or the Contract at any time up to a period of 7 (seven) working days from the day after the day you receive the Products. Working days means that Saturdays, Sundays or public holidays are not included in this period.
  4. To cancel a Contract, please contact us in writing to tell us by sending an e-mail to sales@drainageonline.co.uk or by sending a letter to www.drainageonline.co.uk, 71 Gelderd Road, Leeds, West Yorkshire, LS12 6HF. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.You can also call us 0871 781 2480
  5. You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 9.4. If you returned the Products to us because they were faulty or mis-described, please see clause 9.6.
  6. If you have returned the Products to us under this clause 9because they are faulty or mis-described, we will refund the price of a defective Product in full, and any applicable delivery charges.
  7. We refund you on the credit card or debit card used by you to pay.
  8. Restocking charges may apply. We will discuss this with you upon receipt of the cancellation request. Restocking charges will be applied where the products are no longer required AND NOT for goods returned because either defective or damaged. We usually charge 25% of value (minimum £25.00 and maximum £100 charge which includes handling).
  9. If the Products were delivered to you:
    • you must return the Products to us as soon as reasonably practicable. If the Products require collection, we will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
    • unless the Products are faulty or not as described (in this case, see clause 9.6), you will be responsible for the cost of returning the Products to us or, where relevant, the cost of us collecting the Products from you.  The collection charge depends on the product and will be discussed with you upon receipt of the cancellation request.
    • you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
  10. Details of your legal right to cancel and an explanation of how to exercise it are provided in the Order Confirmation E-mail. As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 9or these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.