Buy Insulation Online – Cancellations, Returns and Refunds Policy

Chase Insulations Ltd (trading as Buy Insulation Online) supplies insulation and building products from leading manufacturers. This page explains how cancellations, returns and refunds are handled.
This policy operates in addition to the full Business (B2B) and Consumer (B2C) Terms and Conditions. If there is any inconsistency, the Terms and Conditions sent with the Order or Dispatch Confirmation prevail. 

General points

• All cancellation or return requests must be made by email to [email protected] or by calling 03303 130 245 and quoting the order number. 
• Bespoke, made- to- order and cut- to- size products are not returnable except where faulty or misdescribed. 
• Return windows and whether returns are accepted may vary by product due to manufacturer rules. Where a product page specifies a different return window or policy, that product- specific policy applies 
• Consumer and Business customer rights differ. The correct framework is applied based on how the purchase is made 

Customer status

• A purchaser is treated as a consumer if the purchase is made wholly or mainly for personal use and not for trade, business, craft or profession. 
• A purchaser is treated as a business customer if the order is placed in connection with a business or on behalf of a company or organisation. 
• The relevant set of Terms and Conditions applies accordingly. 

Consumers (B2C)

Cancelling before dispatch

• If cancellation is requested before dispatch, contact must be made as soon as possible by email or phone and the order number must be quoted 
• If the order has not been dispatched, it will be cancelled and refunded in full. 

Once an order has been dispatched, it cannot be stopped, but eligible items may still be returned under the change- of-mind process below. 

Change of mind after dispatch

• Consumer customers may cancel within 14 days from the day after the goods are received, or from the day after the last delivery for split shipments. 
• Cancellation must be made clearly by email within that 14- day period; return instructions and the return address will then be provided 
• Goods must then be returned within a further 14 days 
• Goods must be unused, uninstalled, in original packaging and in re- saleable condition.
• Refunds cover the product price only and may be reduced for any loss in value caused by handling beyond what is necessary to inspect the goods.
• Return carriage is the customer’s responsibility, and the customer remains responsible for the goods until they are received back
• Where a product page offers a longer commercial return window, such as up to 35 days, that longer window applies only to eligible products and remains subject to the same conditions above, including unused condition, original packaging, re- saleable condition and exclusion of bespoke items

Non-returnable items

• Goods made to specification or clearly personalised, including bespoke colour, cut- to-size and made- to- order products. 
• Goods which become inseparably mixed with other items after delivery. 
• Sealed goods not suitable for return for health or hygiene reasons once unsealed. 
•  For bespoke or cut items, cancellation is not possible once production has started 

Faulty or not as described

• If an item is believed to be faulty or not as described, contact should be made promptly with the order number, photos and a short description. 
• Where appropriate, repair, replacement or refund will be arranged in line with applicable consumer law 
• Faulty items should not be installed, altered or used further before assessment. 

 
Businesses (B2B)

Orders and cancellations

•  Orders are accepted when an Order Confirmation is issued, and payment is generally due before dispatch unless a credit account has been agreed 
•  Cancellation before dispatch is at discretion and may be subject to reasonable costs already incurred 
•   Once goods are dispatched, cancellation is not possible, but returns may be considered under the non-fault returns policy below. 

Non-fault returns

• Returns require prior written approval and goods must not be sent back without authorisation. 
• Goods must be unused, uninstalled, in original packaging and in re- saleable condition.
• Returns may attract a restocking charge, typically 25–30 percent of product value, depending on product and manufacturer terms. 
• Original delivery charges are non-refundable and return carriage is at the customer’s cost unless otherwise agreed. 
• Bespoke, cut- to- size and made- to- order goods are non-returnable except for genuine manufacturing defects 

Missing and damaged items

On-delivery checks

• All deliveries are kerbside and the customer is responsible for offloading from the delivery vehicle and for having suitable personnel or equipment on site. 
• Parcels should be checked on delivery and reconciled against the delivery note while the driver is present wherever reasonably practicable. 
• Any visible damage or missing parcels should be noted on the delivery paperwork and photographed before the vehicle departs 

Proof of delivery and leave-safe

• Proof of delivery may include a handwritten signature, verified electronic signature, driver photographs at the address, GPS or geolocation with timestamp data, scanned delivery notes or driver logs 
• If leave- safe delivery or delivery to a neighbour is requested, risk passes when the goods are left, and photographic or GPS evidence will constitute proof of delivery unless challenged within the applicable time limits. 

 
Time limits for reporting issues

• Missing items or shortages must be reported within 24 hours of delivery with photos and order details, and any missing parcels should also be marked on the delivery note where possible 
• Transit damage must be reported within 48 hours of delivery with photos of the damaged goods and packaging together with the annotated delivery note 
• If the POD is signed unchecked, any shortage or damage must still be reported in writing within the applicable 24-hour or 48-hour period. If no written claim is received in time, the goods are treated as received complete and in good condition.
• If no signature was obtained and photographic or GPS evidence is used, any challenge must still be made within the same reporting windows, after which that evidence will be treated as conclusive subject only to latent defects. 
• Claims outside these time limits will not normally be accepted, except for latent manufacturing defects that could not reasonably have been discovered on delivery 

Refund processing

• Once authorised returns are received and inspected, refunds are processed within 14 days back to the original payment method 
• For consumers, refunds for change- of-mind returns cover the product price only and may be reduced for use or damage. 
•  For business customers, refunds or credits are net of any restocking charges, original delivery charges and agreed collection costs. 

When the company may cancel
The company may cancel an order or end the contract if payment is not made when due, if information needed to fulfil the order is not provided, if delivery cannot be made within a reasonable time because access or acceptance is not enabled, or if products are unavailable or affected by a pricing or description error, in which case any sums paid for unsupplied items will be refunded 

Contact
For clarification on how this policy applies to a specific order or product, contact [email protected] or 03303 130 245.