This policy applies to goods bought from Tolworth Fencing Supplies Ltd online, by phone, by email or at our yard. It forms part of our Terms and Conditions.

Orders cancelled before delivery or collection

If you cancel your order before the goods have been delivered to you or collected by you, we will refund everything you have paid, including any delivery charge, in full. The only exception is a made to measure item that we have already started making.

Returns after delivery or collection

Our returns policy lasts 30 days from delivery or collection. After 30 days, whether we accept a return is at the company’s discretion. To be eligible for a return, goods must be unused and in the same condition in which you received them.

Where goods have already been delivered to you or collected by you, we deduct 10% of the value of the returned goods from your refund. This covers the costs we have already incurred in fulfilling your order, including delivery, loading, inspection of the returned goods and returning them to stock. Exchanges are made on the same basis.

If the goods need to be collected from you, there is a collection charge based on the same conditions as our delivery terms. We will tell you the cost before we arrange it. You can also bring goods back to our yard.

Goods we cannot take back

The following cannot be returned once they have been delivered or collected, unless they are faulty:

• Concrete products, including concrete posts, gravel boards, spurs and bagged products such as postcrete. Once concrete products have left our yard we cannot check their structural integrity, because damage from handling, transport or dropping is often not visible.
• Locks and security items, for security reasons.
• Made to measure or bespoke items, and goods that have been cut or altered to your requirements.

Refunds

Once a return has been agreed and the goods have been received and checked, we will refund you within 14 days, by the same means as your original payment.

Faulty goods and your statutory rights

If goods are faulty, damaged or not as described, please contact us as soon as possible on 0208 3300 865 or at tolworthfencing@googlemail.com. This policy does not affect your statutory rights, including the legal right of consumers who order online, by phone or by email to cancel within 14 days of receiving their goods.