We want customers to order from Budget Drains with confidence. This policy explains how cancellations, returns, damaged goods, incorrect products and refunds are handled.
Nothing in this policy limits or removes any statutory rights you have under UK consumer law.
Change-of-mind returns for consumers
If you are a consumer purchasing eligible goods online, you normally have the right to cancel your order within 14 days after receiving the goods, without giving a reason. After telling us you wish to cancel, you normally have a further 14 days to return the goods.
To start a return, email sales@budgetdrains.com with your name, order number, the item being returned and your reason for contacting us.
Condition of returned products
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and suitability. Returned products should, where reasonably possible, be unused, uninstalled and returned with their original packaging and accessories.
We may make a legally permitted deduction where the value of an item has been reduced because it has been handled beyond what would normally be necessary to inspect it.
If you might return a product because you've changed your mind, please do not install, cut, alter, fill, seal, drill or otherwise permanently modify it.
Return delivery costs
For a standard change-of-mind return, the customer may be responsible for the direct cost of returning the product, where permitted by law and where this has been communicated before purchase.
Because some drainage products are large or heavy, return transport costs can be significant. Please contact us before arranging a return.
If the product is faulty, damaged on arrival or incorrectly supplied by us, we will handle reasonable return arrangements as appropriate.
Refunds
Once an eligible returned product has been received and inspected, we will process the refund using the original payment method wherever possible. For consumer cancellations covered by distance-selling rules, refunds will be made within the applicable statutory timeframe.
Where you paid for standard outbound delivery, the amount legally required for standard delivery will also be refunded. Any premium delivery upgrade may not be refundable beyond the cost of standard delivery.
Faulty products
If a product is faulty or does not conform to the contract, you may have additional rights under the Consumer Rights Act 2015. These rights are separate from the 14-day change-of-mind cancellation right.
Please contact us as soon as you discover a problem, with your order number, details of the fault and photographs where appropriate.
Damaged in transit
If your product has been damaged during delivery, contact us promptly and do not install the item. Please keep the product and its packaging and send clear photographs showing the damage.
Incorrect products
If we have supplied a product different from the one you ordered, please contact us before installation. We will review the order and arrange an appropriate solution.
Installed or modified products
Unless faulty or incorrectly supplied, we may be unable to accept a change-of-mind return for a product that has been installed, cut, altered, filled, drilled, sealed or otherwise modified. Always verify dimensions, material, load rating and specification before installation.
Trade and business purchases
Consumer cancellation rights do not necessarily apply to purchases made wholly or mainly for business purposes. Trade and business returns may be handled under the terms agreed at the time of purchase. Please contact us before returning any trade order.
How to request a return
Email sales@budgetdrains.com with your order number and return request. Please wait for return instructions before sending large, heavy or palletised goods, as unauthorised returns may result in unnecessary transport costs or delays.
Returns address
Please contact Budget Drains before sending a return so we can confirm the correct return instructions and receiving address.
Budget Drains
Unit West 1, Hambro Nurseries
Chelmsford Road, Rawreth
Essex SS11 8SY
Questions about a return?
Our team can talk you through the process.
Call 0784 9933 998 or email sales@budgetdrains.com
Last updated: [add date]
