Cancellation, Returns and Refunds

You have the right to cancel your Contract in accordance with your statutory consumer rights. Details of how to cancel are set out below.

 1. As per Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel a Contract under during the period set out below in clause 3.  It means that during the applicable period if you have a change of mind or decide for any other reason that you don't want to receive or keep the Goods, you can inform us of your decision to cancel the Contract and given that you have not used or damaged the Goods, you can return the Goods and receive a refund.  More information about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

2. Your right of this cancellation does not apply in the case of:

1) Goods which are manufactured to your specification; and/or

2) Goods which become mixed inseparably with other items after their delivery.

3. Your right to legally cancel a Contract begins from the date of the Order Confirmation i.e., the date on which we email you to confirm our acceptance of your Order, which is also when the Contract between us is formed.  Your deadline for terminating the Contract then depends on what you have ordered and how it is delivered, as listed below:

1)If a single item of Goods (which is not delivered in instalments on separate days) then on the expiry of 14 days from the day on which you receive the Goods.

Example: if we provide you with an order confirmation on 1 January and you receive the Goods on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

2)If one item OR Multiple items of Goods which is/are delivered in instalments on separate days then on the expiry of 14 days from the day on which the final instalment of the Goods was delivered to you or the last of the separate items of Goods ordered.

Example: If we give you with an order confirmation on 1st March and you receive the first instalment of your order or the first of your separate Goods on 10th March and the last instalment or last separate Goods on 15th March you are allowed to cancel in respect of all instalments and any or all of the separate Goods between 1st  March and 29th March by the end of the day.

3) If regular delivery of Goods over a set period then on the expiry of 14 days from the day on which you receive the first delivery of the Goods.

Example: if we provide you with an order confirmation on 1st March in respect of Goods to be delivered at regular intervals over a year and you receive the first delivery of your Goods on 10th March, you may cancel at any time between 1st March and the end of the day on 24th March. 24th March is the last day of the cancellation period in respect of all Goods to arrive during the year.

4. To cancel a Contract, you just need to inform us of your decision to cancel.  The best way to do this is to contact our customer services team at [email protected] or by calling us on xxxxxxxx or by post to Buyinsulationonline.com LTD. If you decide to email or write to us then please ensure to include details of your order to help us to identify it. If you decide to send us your cancellation intimation by email or by post, then your cancellation will be effective from the date you send us the e-mail or post the letter to us.  For an example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation term or email us before the end of that day.

5. If you cancel your Contract we will:

1) reimburse you the price you paid for the Goods. However, please make a note we are authorised by law to decrease your refund to indicate any loss in the value of the goods if this has been made by your managing them in a way which would not be allowed in a shop. If we reimburse you the price paid before we are able to examine the goods and later find out you have managed them in an unacceptable way, you must pay us a relevant amount;

2) reimburse any charges you have paid for our delivery of the Goods to you, although, as authorised by law, the maximum reimbursement will be the charges of delivery by the least expensive delivery method we offer i.e., provided that this is a popular and commonly acceptable method. For an example, if we provide delivery of Goods within 3 to 5 days at one price but you wish to have the goods delivered within 24 hours at a higher price, then we will only refund what you would have paid for the cheaper delivery alternative;

3) make any reimbursements due to you as soon as possible and in any case within the deadlines mentioned below:

(a) if you have received the delivery of the goods and we have not attempted to collect it from you: 14 days after the day on which we receive the goods that were returned by you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.  For more information about how to return goods to us, see clause 1;

(b) if you have not received the goods or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

6. If you have returned the goods to us as per our Returns and Refunds policy because they are faulty or misdescribed, we will refund the price of the goods in full, together with any relevant delivery charges, and any fair charges you acquire in returning the item/items to us.

7. We always process the refund to the original mode of payment used by you.

8. If Goods have been delivered to you before you decide to cancel your Contract then we will collect the Goods from the address to which they were delivered. We will contact you to determine a suitable time for collection

9. As you are a consumer, we are under a lawful duty to provide Goods that are in compliance with this Contract.  As a consumer, you have statutory rights in relation to Goods that are defective or not as specified. These legal rights are unaffected by your right of return and refund in this clause 9. or anything else in these Terms. More information about your statutory rights is obtainable from your local Citizens' Advice Bureau or Trading Standards office.

10. If we miss the delivery deadline for any Goods then you may cancel your Order straight away if any of the following apply:

1) we have declined to deliver the Goods;

2) delivery within the delivery deadline was crucial i.e., taking into account all the relevant circumstances; or

3) you have notified us before we confirmed your order that delivery within the delivery deadline was crucial.

Goods not eligible for a Refund:

Goods we can't guarantee can be resold in accordance with health and safety, for example, bagged items we have no guarantee were stored in optimal conditions and as a result, may have been compromised in their nature and can't be returned.

Goods made to your customisations, clearly personalised or which by reason of their nature also cannot be returned.

Listed below are items for which we cannot accept returns due to the nature of the type of products we offer.

  1. Made to measure or bespoke/personalised products.
  2. Perishable goods.
  3. Any product with a short shelf life or sell-by date.
  4. Specially obtained/ordered goods.
  5. Boilers/Cylinders which have been opened.
  6. Cementitious goods (eg. cement).
  7. Plaster based products (eg. multi-finish).
  8. Mixed paints/liquids
  9. Chemicals/liquids which have been opened.
  10. PIR insulation boards.
  11. A toilet seat that has been opened due to hygiene purposes.
  12. Sealed or sensitive electrical goods, if in sealed packages that have been opened, like circuit boards.
  13. Goods that have been fitted/installed.
  14. Any goods that have become mixed inseparably with other items or other orders after their delivery.

Because of the nature of these goods, unless they are faulty, we are not able to offer a refund or exchange. Kindly note store credit may be offered in some circumstances to be used against your next order.

In the unlikely event that goods supplied including special orders and customised items are faulty or damaged, we will repair/exchange the goods or provide you with a full refund including delivery charges.

If the item/items delivered by our local transport is delivered damaged or faulty, we will be collecting the damaged / faulty item/items only. If you would like to return another product as a standard return, this will need to be brought back to the Main branch per the procedure in section: products which are not required.

You must notify us of any defect or damage in writing (a full description of the issue) with a photo of the damage through our contact us page within 2 working days of the order being delivered to you. We reserve the right to examine all returned goods before agreeing to any part-refund, full refund or exchange.

Your statutory rights are not affected when goods are not as described or faulty.

Exchanging Goods:

If you are not fully satisfied with the goods which have arrived, you can exchange products for new items instead of receiving a full refund.

Sometimes, we may be able to send new items and exchange the original products. However, it will depend on the type of issue that is being recorded. Kindly get in touch with our customer service team for further details.

Returns and Refunds:

Our general returns policy terms are described here below.

If in case you have a change of heart and wish to return anything ordered from us, we will be happy to accept a return for goods you have purchased from us online within 14 days of delivery subject to our terms and conditions relating to goods not eligible for a refund. The goods you wish to return must be unopened, unused and in an entirely resalable condition.

As a consumer, under the Consumer Contracts Regulations, you can cancel your order within 14 calendar days, beginning with the day after receipt of the goods, you will receive a refund including delivery charges, less any charge made in accordance with the terms mentioned below:

1)You are under a duty to ensure that you take reasonable care of the goods until they have been returned. 

2)If the goods you wish to return are not in an entirely resalable condition we reserve the right to decline a refund on the goods or deduct up to 20% of the initial selling price from the refund amount.

In case you wish to cancel your order then you will have to return the goods to us at your own expense. This must be sent through a tracked and signed for delivery service.

You must inform us in writing before returning the goods. We hold the right to decline delivery of goods returned to us by courier without prior notification.

Your intimation of cancellation should include your order number, contact information and complete information of the goods being returned. Notification must be sent to us either by post to our head office address E-Commerce Returns or by sending us a message through our contact us page.

You are under a duty to guarantee that you take conscious care of the goods until they have been returned. If the goods you return are not in a fully resalable condition we reserve the right to refuse a refund on the goods or deduct up to 20% of the original selling price from the refund amount.

If the item/items returned are not in accordance without policy, it will be the customer’s responsibility to either collect the item/items from our Main branch or have a courier collect it from us. You must inform us through our contact us page of the time and date the collection is due to be made. We can only hold items for 14 days maximum. Failure to collect or arrange collection of the item/items within this time frame will result in the item being disposed of. We cannot be held liable for item/items that are not collected within this time frame.

All expense for return delivery is passed on to the customer in accordance with the Terms and Conditions of Online Sale.

Refunds can only be made to the original point of purchase. Refunds will be made within 14 days of receiving the goods back, subject to being in accordance with our Returns and Refunds Policy. Once we receive the returned goods, we will examine them and refund the order back onto the original point of purchase. The complete return process including the money being refunded onto the original point of purchase will take no longer than 14 days from the date of receiving the returned item/items. Once the refund process is completed from our end, an email will be sent to you showing the credit being applied and the refunded amount will be with you within 2 – 5 working days from receiving the credit applied confirmation.

The Online Returns Form can be viewed and downloaded here:

Download Online Return Form

Our rights to make changes:

1. We may revise these Terms whenever required.

2. Every time you purchase Products from us, the terms and conditions at the time of your order will apply to the Contract between you and us.

3. We may change these Terms as they apply to your order from time to time to reflect the following circumstances:

a) changes in applicable laws and regulatory requirements, and 

b) to implement minor technical adjustments and improvements. These changes will not materially affect the product.

4. Significant exchanges to the products and these Terms. If we have to amend these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to terminate the Contract if you are unhappy with the changes. You may terminate either in respect of all the affected Products or just the Products you have yet to receive. If you opt to terminate, you will have to return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

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