Returns and cancellations

If you are buying as a consumer

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive the goods to cancel the order without giving a reason. That is a statutory right. It applies even if there is nothing wrong with the kit and even if you simply changed your mind, and nothing on this page reduces it.

Tell us you are cancelling within that window, in writing, and you then have a further 14 days to send the goods back. We refund within 14 days of getting the goods back, or of you showing evidence that you sent them.

Our own returns window

We give you 30 days from delivery, which is longer than the 14 days the regulations require.

Who pays to send it back

For a change-of-mind return you arrange and pay the return carriage. We will tell you exactly how to pack it and where to send it. This is stated here and in our terms before you order, which is what the regulations require.

None of the above applies if the kit is faulty, damaged in transit, or not what you ordered. In those cases we pay, always, and you should not be out of pocket at any point.

Sending a kit back in practice

• Keep the boxes if you can. They are sized to the product and a kit repacked into something else usually arrives damaged.
• Do not cut the edging pieces or lay the deck outdoors before you have decided. Used and returned are different things, and the regulations let us reduce a refund to reflect handling beyond what you would have done in a shop.
• Ring us before you book anything. There is almost always a cheaper way to move a 30 kg box than the one you will find first.

Damaged on arrival

Photograph it, including the outside of the box, and send the photographs the same day if you can. We replace damaged goods rather than arguing about them. You do not need to send a damaged kit back before we send a replacement out.

If you are buying as a business

The Consumer Contracts Regulations cover consumers, not businesses, so a business order does not carry the statutory cancellation right. We would rather be straight about that than let you find it out later. In practice we take sensible returns from trade customers on the same terms, and if you are ordering several kits it is worth asking us to spec itbefore placing the order.

How to start a return

Write to us, so there is a record of the date. Contact details are on the contact page. Tell us your order number and whether you are cancelling the whole order or part of it.

Contracts are with The Maximum Industrial Group Limited, company no. 17360049, trading as Station Matting. Our full terms set out the rest.