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UPVC Shop Logo
  • Free Delivery Over £140
  • Guaranteed Lowest Prices!

Refund & Returns Policy

At UPVC Shop, we are committed to supplying high-quality products and ensuring customer satisfaction. This Refund & Returns Policy is designed in line with applicable UK consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Please read this policy carefully before placing your order.

1. Damaged, Faulty or Incorrect Goods

If any goods arrive damaged, faulty, or incorrect, you must notify us within 48 hours of delivery so that we can investigate and arrange an appropriate resolution.

To report an issue, please contact us with:

  • Your order number
  • Clear photographs of the issue
  • A description of the damage, fault, or incorrect item received
  • Please send this to us by email to sales@upvcshop.co.uk

Where a claim is accepted, we may offer a replacement, collection, or refund in accordance with your statutory rights.

Failure to notify us within 48 hours may affect our ability to investigate transit damage or supply errors.

2. Doors & Windows – Inspection on Delivery

All doors and windows must be inspected upon delivery.

Any visible damage, defects, shortages, or cosmetic imperfections must be reported within 48 hours of delivery.

After this period, claims for transit damage or visible imperfections may not be accepted.

3. Change of Mind Returns – Standard Stock Items

For standard stocked items such as:

  • Fascia
  • Soffits
  • Guttering
  • Cladding
  • Trims
  • Other non-bespoke building materials

You may request a return for change of mind, subject to the following conditions:

  • Goods must be unused, undamaged, and in resaleable condition
  • Goods must be returned in original packaging where possible
  • Return request must be made within 14 days of delivery

A 20% restocking charge will be deducted from the refund total.

Refunds will be processed once returned goods have been received and inspected.

4. Bespoke / Made to Measure Doors & Windows

All doors and windows supplied to customer measurements, specifications, colours, glazing choices, or bespoke configurations are classed as made-to-order goods.

Under the Consumer Contracts Regulations 2013, personalised or bespoke goods are exempt from cancellation rights.

Therefore:

  • Returns are not accepted for change of mind
  • Orders cannot usually be cancelled once production has begun
  • Refunds are not available unless goods are faulty, damaged, or not as described

5. Your Statutory Rights

Nothing in this policy affects your legal rights under UK consumer law.

If goods are faulty, not as described, or unfit for purpose, you may be entitled to repair, replacement, price reduction, or refund depending on the circumstances.

6. Refund Timescales

Approved refunds will be made to the original payment method within 5–10 working days after inspection, approval, or receipt of returned goods.

7. How to Contact Us

For all refund and return enquiries, please contact us through the details provided on our website:

upvcshop.co.uk 

Or email us at sales@upvcshop.co.uk

Important Note

We strongly recommend checking all goods upon delivery before installation or use.

Goods that have been installed, altered, or used may not be eligible for refund unless faulty.