Cancellations, Returns And Refunds

We at Chase Insulations Ltd (T/N Buy Insulation Online), go out of our way to get you high-quality insulation products from leading brand names like Armacell, Rockwool, Knauf and more. When you purchase from us, you get loft insulation rolls, PIR boards, valve jackets, duct covers, pipe lagging and others at trade rates and we plant a tree per order in your name!

In this section, we have listed the terms for placing an order with us, returns, refunds and cancellation procedures we follow here at Buy Insulation Online. These ‘Terms’ inform you how we will process your requests, how you or we can end the agreement between us, what to do if there is an issue and other essential information.

Please Note

• Any and all demands to cancel/return the item must be made by emailing us at [email protected] or by calling us on 03303130245.
• Returns and Refunds are not applicable to bespoke or made-to-order products.
• As much as we would like to keep a standard return policy on all our products, we cannot do so due to the manufacturer's rules. The return policy may vary for products. For ease of viewing, the return policy of each product is mentioned on the product page itself. 

The rights of customers and organisation(businesses) consumers differ.

You are considered a customer if:

You are purchasing items from us completely or primarily for your individual usage (not for usage in connection with your trade, craft, occupation or service).

You are considered a business customer if:

• If you represent and warrant that you have the ability to bind any business on whose behalf, you use our site to make purchases.
• You understand that you do not rely on any statement, assurance, representation, or warranty (either issued intentionally or carelessly) which is not stated in these Terms or any source expressly mentioned in them in agreeing to this contract.
• You and we acknowledge that no claims for honest or negligent misrepresentation or irresponsible misstatement based on any statement in this contract shall be made by either of us.

Placing an order with us:

You can put an order online with us, by visiting our site. Simply add the insulation materials you require into the basket and follow the smooth checkout procedure.

If you would like a quote for the insulation products you require, please email us your requests at [email protected].

How we will accept your order?

1. For orders placed through the site and through quotes, we must receive the payment in full for the goods that you order prior to us accepting your order.
2. For orders placed through the website, once payment has been received, you will get a system-generated email on your registered email id or the email you shared with us at checkout, confirming that we have received your order. 
3. We will thereafter send you a subsequent email once we have begun processing your order, along with the approximate delivery date.
4. Orders placed between Friday Afternoon and over the weekend will be processed on  Monday mornings

Your order number.

When you get the auto-generated email, a system-generated order number for your order will be shared with you. You will have to share their order number whenever you call us about your order, it will assist us.

Cancellation:

Your rights when you end the contract will depend upon what you have actually purchased, whether incorrect items are supplied with it, and whether you are a consumer or business customer.

1. If you change your mind and would like to cancel your order, kindly inform us, by emailing us at [email protected] or calling us on 03303130245. State your order number when contacting us. 
2. Your order will be considered cancelled with a confirmation email. We will reimburse any amount deducted within 14 days from the day the cancellation is confirmed.
3. You can cancel the order with us anytime until it is shipped. After the status of the order changes to 'Shipped' (you will be informed by an automated email), you would not be able to cancel the order, nevertheless, you can return the insulation items and claim a refund. For additional information on our refund policy, please see below.
4. Custom products once confirmed, are not applicable to returns/refunds. 

Exchanging Goods:

1. You can exchange items if you are not happy with the products ordered, instead of returning them and claiming a refund. All exchange requests must be made by emailing us [email protected] or by calling us on 03303130245. 
2. In some cases, we might be able to exchange items for you and send you another item instead of the one you ordered. It will depend on the type of concern that is being recorded. 

Non-Refundable Items:

Custom and bespoke items like valve jackets, metal products, carpet underlays and products coming to you directly from the manufacturers like Hemspan, Novia, Polyfoam etc are made to order and not eligible for a refund. You are within your rights to cancel an order before it is confirmed and claim a full refund. However, once confirmed, returns and refunds on bespoke items are not applicable.

Return Window:

Most items we stock have a return window of 14 days from the receipt of the order. However, the return window on some other products varies between 3-21 days. The return window of each product is mentioned on the product page for your information and convenience

Refunds and Returns Policy:

If you, as a customer, have changed your mind or the product does not meet the required specifications, you are within your rights to return the product. 

Simply notify us through an email/call if you want to return the item and claim a refund, mentioning the appropriate order number. The contract will be terminated immediately and we will refund any amount paid by you for the items.

1. You can return the items within 3-14 days after you get them. In case of numerous deliveries, you have up until 2 weeks after the day you (or somebody you choose) gets the last delivery.

Please note that the return window for products varies. The return window specified on the product pages applies. Any return claims made after the return window closes will not be entertained

2. Once you notify us, in cases where we can pick the order up from you, we will send a pickup date or arrange a courier for collection.
3. In cases, where we cannot collect the items, we will send you the full address and details where you can post the items to us. Customers will be refunded the carriage cost. The maximum refund for the postage cost will be the delivery charge by the least expensive delivery method we offer.
4. The product you return to us must be unused and in a re-saleable condition. The products must not be used/fitted/installed in any way and should be in original packaging.
5. We may minimise your refund (omitting delivery expenses) to show any decrease in the worth of the goods if this has actually been triggered by your managing them in a manner that would not be allowed in accordance with the producer's guidelines. If we reimburse you the cost paid prior we have the ability to examine the goods and later on find you have actually handled them in an undesirable method, you need to pay us a proper quantity.
6. If they are products made to a consumer's specification or personalised, contracts can be exempt from cancellation/return rights. Made to determine or bespoke items which have actually been made to your requirements or customised or which due to their nature cannot be returned.
7. Only when the product passes the necessary checks and is deemed re-saleable, we will refund customers in full. 

If you are a business wishing to return a product please note that the above return policy applies to your business as well, however, businesses will be charged a restocking fee (25-30%), depending on the product in question.  

Please Note:  As much as we would like to keep a standard return policy on all our products, we cannot do so due to the manufacturer's rules. We urge you to check the return window/policy on the concerned product pages before you make the purchase, the return window mentioned in there will be final concerning specific products only.

Returning Faulty/Damaged Products

If the products you received are faulty or damaged, then you are within your rights to return them to us within 3-30 days after you receive the products. You can do so by notifying us at [email protected] or by calling us.

When you email us to claim a return/refund, also share the images/videos of the damaged products at [email protected]. 

1. You can send the products back to the address we would share with you in the return verification email. All customers will get a complete refund together with the delivery charges (least expensive) to the account you utilised to make the payment within 14 days after we get the harmed products.
2. You can ask for a repair/replacement of the damaged product. If the repair does not work, then the damaged product can be returned and a refund can be claimed.
3. You will still have a right to a free repair or replacement of the product if you inform us of the damage to the product you received after the 14-30 days cooling-off period. If the repair work is taking too long, then you have 2 choices:

1. You can either turn down the goods. A full refund will not be possible in these cases. The refund can be decreased to represent use unless you turn it down within 6 months from the date of supply.
2. Customers might likewise request a minimised rate and continue to utilise the goods.

Please note: The consumer has the option of installing the insulation themselves or having it done by a skilled tradesman who is qualified/certified to do so. In any event, the individual doing the installation must be trained and follow British requirements as well as the best installation techniques. 

 When can we cancel the contract?

Chase Insulations Ltd can choose to end the contract with consumers/business clients if:

1. When it is due and you still do not make payment within 30 days of us reminding you that payment is due, you do not make any payment to us;
2. Upon request, you do not, within a reasonable timeframe, supply us with information essential for us to deliver the items;
3. You do not, within an affordable time, enable us to provide the items to you.
4. If the items you ordered are out of stock or due to the fact that we have recognised a mistake in the rate or description of the item, this may be. We will notify you of this and will not charge you for the item if we are not able to accept your order. 

If we end the agreement in these scenarios, we will reimburse any amount you have actually paid ahead of time for items we have actually not supplied, however, we might subtract or charge you sensible payment for the net expenses we will sustain as a result of your breaking the agreement.