Returns, Refunds & Warranty Policy

We comply with all UK consumer laws for cancellations, returns, and refunds. This policy explains your statutory rights and how to return goods to us.

1. Statutory Right to Cancel (Unwanted Items)

If you buy from us online, you have the right to cancel your order for any reason under the Consumer Contracts Regulations 2013.

    • You must notify us within 14 calendar days from the day after you receive your goods.
    • You then have a further 14 days to return the goods to us.
    • Goods must be unused, in original packaging, and in a resalable condition.
    • You are responsible for return costs unless the goods are faulty.
    • We will refund the price of the goods plus the standard delivery cost within 14 days of receiving the goods.
    • We may deduct for handling and damage beyond what is necessary to inspect the goods (e.g., broken tiles, damaged packaging) to reflect the reduction in resale value.

2. Category-Specific Return Procedures for Unwanted Items

The following methods apply to returns made within the statutory 14-day cooling-off period:

Bathroom, Heating, Lighting

    • Return Method: Must be collected directly by our supplier at an agreed time.
    • Cost: £50 collection fee (deducted from refund).
    • Reason: These items require specialist handling and transport.

 

Tiles

    • Return Method: You must arrange and pay for your own return delivery to us, or drop them off at our store for free.
    • Condition: Tiles must be in unopened boxes, securely palletised and shrink-wrapped to prevent breakage. Individual boxes from an order cannot be returned due to batch variation.
    • All-or-Nothing Rule: If you wish to return tiles of a specific SKU (product code), you must return all tiles of that SKU from your order.

    • Note on Damaged Tiles: We take great care to ensure that your tiles are well-packaged and arrive in good condition. However, due to the nature of the product and transport, a small number of tiles may occasionally arrive damaged. This is common across the industry and is reflected in our pricing. In most cases, any damaged tiles can still be used for cuts during installation. If your order arrives with significant or excessive damage, please contact us within 48 hours so we can assist you.

 

Building & Hardware, Painting & Decorating, Plumbing

    • Return Method: You may arrange your own return delivery, or drop the items off at our store for free.
    • Optional Collection: We may be able to arrange collection at an additional agreed cost.

 

3. Returns Outside the 14-Day Cancellation Period

We do not accept returns for unwanted items after the 14-day cancellation period unless the goods are faulty.

4. Faulty or Damaged Goods

Your rights under the Consumer Rights Act 2015 are unaffected:

    • If goods are faulty or not as described, you have the right to a full refund within 30 days of receiving them.
    • After 30 days and up to 6 months, we will offer a repair or replacement. If this is unsuccessful, you can request a refund.
    • After 6 months, the customer must prove the fault existed at delivery to claim a refund or replacement.
    • Faults caused by misuse, neglect, or accidental damage are not covered.
    • Please inspect all goods immediately upon delivery. If any items arrive damaged, you must notify us within 48 hours so we can make a claim with our delivery partner and resolve the issue promptly. Notifying us after this period may limit the options available for replacement or refund speed, as courier claims may no longer be possible.
    • We may ask for photos/videos of the fault before arranging a return or replacement.

5. Proof & Evidence for Faulty or Damaged Claims

To help us assess claims and protect against fraudulent or misuse-related returns:

    • We may request photographs or videos showing the fault or damage before authorising a return.

    • Returned goods will be inspected on arrival. If inspection shows damage inconsistent with a manufacturing or transit fault, we may refuse the refund or replacement.

    • We keep dispatch records and photographs of goods before shipping. These may be used to assess whether the fault was present at delivery.

    • Customers are encouraged to photograph goods upon delivery, especially high-value or fragile items, to support any future claim.

6. Warranty Claims

Many products come with a manufacturer’s warranty that may extend beyond your statutory rights.

    • In most cases, warranty claims are handled directly by the manufacturer for faster processing and specialist support.
    • If your item is outside the initial 30-day faulty goods period, please check the warranty information supplied with your product.
    • You can contact the manufacturer directly using the details in the product documentation or on their website.
    • If you need help finding the correct manufacturer’s contact details, we can provide them.
    • The manufacturer may require proof of purchase, photographs, or further information to process your claim.

7. Exemptions from Cancellation

Your right of cancellation does not apply to:

    • Cement, Gypsum and Powder-Based Products – For health, safety, and performance reasons, products such as plaster, plasterboard, adhesives, cement, and grout are non-returnable unless faulty. These products are liable to deterioration if not stored under controlled conditions, and as we cannot verify their storage once in the customer’s possession, we cannot guarantee their quality for resale.
          • All Cement, Gypsum and Powder-Based Products must be inspected upon delivery, and any visible defects reported within 48 hours.
          • After this period, any claim for faults will require proof that the defect existed at the point of delivery.
          • Damage or deterioration caused by improper storage — including exposure to moisture — will not be considered a manufacturing fault and will not be eligible for refund or replacement.
    • Goods cut or mixed to your requirements, made to measure, made to order, made to your specifications, or clearly personalised (examples include made-to-order radiators, pre-assembled kitchens, mixed paint).
    • Goods not suitable for return for health protection or hygiene reasons (such as water pumps, toilets, and macerators) if you have opened the product packaging after delivery or collection.
    • Perishable goods.
    • Sealed goods that have been opened and cannot be returned for hygiene or safety reasons.

8. How to Start a Return

  1. Contact us within the required time frame:
      • Email: info@saydatradesupplies.co.uk
  2. Provide your order number, product details, multiple photos of the items, and reason for return.
  3. We will confirm the return method and any applicable collection costs.
  4. When returning goods:
      • You must return all components of an item.
      • You must return any promotional items received (including free gifts) or discounted additional products purchased as part of the same order.
      • Goods must be packaged securely to avoid damage in transit.

9. Refunds

    • Refunds are issued to the original payment method.
    • It may take up to 14 days for funds to appear in your account after processing.
    • We may deduct for:
        • Handling or damage beyond what is necessary to inspect goods.
        • Missing parts or accessories.
        • Return collection charges (where applicable).

Your statutory rights are not affected.

Please Contact Us if you require more information.