Returns & Refunds Policy

At Chartway Building Supplies, we are committed to supplying quality products and providing excellent customer service. If you need to return goods, please read the following policy.

Returning Goods

If you wish to return goods, please contact the branch that supplied your order by telephone (01795668766), email or in writing within 7 working days of collection or delivery. For items that have been delivered damaged, you must notify us within 3 working days of receipt.

Please quote your invoice or delivery note number when contacting us to help us process your request promptly.

Unwanted Items

Goods returned because they are no longer required must:

• Be unused and in their original condition.
• Be suitable for immediate resale.
• Be returned in their original, unopened packaging where applicable.
• Be accompanied by satisfactory proof of purchase.

Returns are accepted at the discretion of Chartway Building Supplies and may be subject to a restocking charge, depending on the product and supplier terms.

Where goods are collected by Chartway Building Supplies at the customer’s request, a collection charge may also apply, unless the return is due to an error by Chartway Building Supplies or the goods have been confirmed as faulty.

Chartway Building Supplies reserves the right to refuse any return where satisfactory proof of purchase cannot be provided.

Faulty or Defective Products

If you believe a product is faulty, please contact your supplying branch before returning the item.

Where appropriate, products may be inspected by either Chartway Building Supplies or the manufacturer. Following inspection, and where a fault is confirmed, we will offer an appropriate remedy which may include:

• Repair
• Replacement
• Refund

Any resolution offered will be subject to the manufacturer’s assessment where applicable.

Items Not Eligible for Return

Unless confirmed as faulty, we are unable to accept returns of:

• Special order or non-stock items.
• Made-to-measure or bespoke products.
• Goods that have been cut, fitted, installed or altered.
• Products specially manufactured to a customer’s specification.
• Powder-based products, including but not limited to cement, plaster, lime, mortar, screed, grouts, tile adhesives, floor levellers and similar materials, as we cannot guarantee their condition or storage once they have left our premises.
• Sealed products where the packaging has been opened and hygiene, safety or security may be compromised.
• Sensitive electronic products where security seals have been broken.

Chartway Building Supplies reserves the right to refuse the return of any product where its condition cannot be verified as suitable for immediate resale.

Products Requiring Installation

If you believe there is a fault with any product connected to gas, electricity or water systems, do not remove, dismantle or attempt to repair the product.

Please contact your supplying branch immediately so that an inspection can be arranged by the manufacturer or an authorised engineer where required.

Your Statutory Rights

Nothing within this Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Contact Us

If you have any questions regarding returns or refunds, please contact the Chartway Building Supplies branch that supplied your goods. Our team will be happy to assist you.

☎ – 01795668766

✉ – sales@chartwaybuildingsupplies.co.uk