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Returns Policy

Please see below details on our Returns policy, including damaged items and terms and conditions on return. We strongly advise that you read the following procedures before you make a purchase. 

1. The Terms and Conditions in the return policy apply to all products ordered via this Site in the UK or arranged over by telephone.

2. Nothing within this policy affects your statutory rights of you being entitled to return products to us for a full refund, if they were falsely described, or are not of satisfactory quality or fit for purpose and we cannot remedy the fault to your reasonable satisfaction.

3. In case of any damage to the packaging of the goods, you shall notify a member of customer service by the next working day, using the contact details provided online or on any communication e-mail.

4. Any damaged product/package must be retained in order to be inspected. Failure to do so could affect any claim for replacement.

5. In case of the damage (4.2, 4.3) that is established to be Norbord’s responsibility, the damaged item will be replaced. If we cannot replace the damaged item, a reimbursement will take place plus any delivery costs incurred. We will not accept responsibility for any damages caused during the delivery process items to the extent that such damage is your fault. We shall not replace or take back any items, should we establish the damage to be your fault, regardless of when it happened.

6. Orders can be amended or cancelled up to 36 hours prior to delivery. In the case of a cancelled order a full refund will be provided.

7. Following payment of the products, you can cancel your contract up to 14 days after you have received them. This means that if you no longer want to keep the products, and provided they are undamaged by you, you can return them for a refund, providing the items are in their original packaging and are in the condition in which you received them. The cost of return delivery is at your expense.

8. If you wish to cancel an order or a contract, you need to inform us by calling our support team on 01769 575 400.

9. Where you wish to return your goods after they have been delivered, you must follow the procedure set below:
- You must return the good without delay and no later than 14 days after receiving them in the first place.
- You agree to return the goods in a resale-able condition, and in their original packaging.
- You agree to bear the costs of returning the goods, except when the products are returned due to being mis-described by us, in which case you will be refunded for any reasonable costs incurred.
- We will not accept returns for items that have started to be used, assembled, altered, worked with or in any sense items are no longer in their original condition.
- You agree to take reasonable care of the products from the moment they have been delivered to you to the moment you return them.
- In the case of collection of returned products, the collection point will be the same as the delivery address.

10. In case of collection of returned goods you agree with the following points:
- You must provide our support team with as much detail as possible to ensure the smooth collection of the products – including: relevant features such as from which floor the items are to be collected, the existence of any narrow doorways, etc.
- You must ensure that there is suitable access to the location of choice
- All parts of the order must be returned, including all components and all related items, which are included in the price of the goods being returned in their original packaging.
- A collection document, provided by our representative, must be signed.
- In case of your unavailability to be present on collection of the items, you may appoint an adult representative (18 years or above) to sign for the goods being collected. Any instructions that your representative issue will be accepted as if issued by yourself and we assume that you have agreed to this term.

11. We will provide you with a refund of the price you paid for the products and credit the refund that is due to the card that you made payment with. Nevertheless, please note – we are permitted by law to deduct any reduction in the value of the products, if this has been caused by you handling them in a way that is unnecessary in order to establish the nature and functioning of the items.

12. Delivery costs shall be refunded for damaged items provided the conditions under 4.11 have been met.

13. We will make any refunds due to you in the deadlines indicated below:
- If no collection of the goods by us has been organized within a reasonable time, we will refund you for the items within 10 working days after receiving the items.