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Faulty Goods and Returns

Refunds/Exchanges

COVID19 Update:

For the time being we are extending our returns period to 90 days.

Please arrange to return items rather than have our couriers collect them as this service is not currently reliable.

Returns will take longer to process than usual. Please allow up to 28 days. 

We will offer refunds rather than exchanges where the item is unused and saleable.

Our goodwill returns policy, which is in addition to your statutory rights, allows you a refund or exchange of goods bought online or in the shop with proof of purchase within 30 days of purchase. The goods must be returned unused and within their original packaging. The original postage charge will not be refunded unless the item is faulty or damaged. Please refer to our returns information for more details.

Returns Information

  • Cancelling an order -

If you have placed an order on our website and you wish to cancel it, please contact our Customer Service team on 01904 696933 as soon as possible. If the order has already been despatched we can attempt to request for the couriers to return the items here, or you can refuse delivery when delivery is attempted. Please be aware there will be a deduction of £4.99 for any orders cancelled after despatch to cover the charge we incur for having the order returned to us.  If you have received free postage on your order then a £4.99 deduction will be applied to your refund, please refer to the above.

  • Failed deliveries –

We send all of our items on a Signature Mandatory service. If this is a problem, please contact our Customer Service team on 01904 696933 before ordering so we can discuss alternative delivery options. We can deliver to alternative addresses where it may be more likely someone can sign for the parcel (work, family, neighbour etc.).

The couriers will attempt delivery a total of three times before returning the parcel to us. If a parcel is returned to us due to no-one being at the delivery address to sign for the parcel we will deduct £4.99 from your refund to cover the charge we incur for having the order returned to us. If you would like us to despatch the order again we will ask for a payment of £9.98, £4.99 for the return to sender charge and £4.99 for the new delivery charge.  The £4.99 delivery charge will still apply even if you received free delivery on your original order.

If you wish to discuss any of the above before ordering, please contact our Customer Service department on 01904 696933 and select Option 2. We are open Monday – Friday 8:30am – 5:30pm and Saturday 9am – 5pm*

*From October 1st – 28th February we are open 9am – 1pm on Saturdays.

 

Returns & Replacements

Faulty Items:

Before returning a faulty item to us please contact our Customer Service department on 01904 696933. We will arrange for a courier to collect* the faulty item and test the product once it arrives with us. If the item is faulty, we will either repair or replace as necessary.

Please make sure you have followed all of the maintenance checks necessary before reporting a fault. If you are unsure of what these are please refer to your instruction manual or contact us for advice. If an item is returned to us and it is not faulty there will be a £15.00* charge to cover the cost of the collection and for the redelivery of the working item.

We will not reimburse postage charges for any items sent back to us without confirmation from our Customer Service department. 

*This applies to mainland UK only. Collection and redelivery charges to Highlands, Islands, Ireland and other areas will be more.

 

Non Faulty Items:

If any item does not meet your expectations you can return this to the postage address below. It must be returned unused within 30 days of receipt of your order. We advise that you obtain proof of the return from the carrier.

Please note: We can only cover the cost of return for faulty or damaged items.

 

Address for Returns:

Tarpaulins Direct
James Nicolson Link
Clifton Moor
York
YO30 4XX