Returns, Refunds and Cancellation Policy

DD Building Supplies LTD

At DD Building Supplies LTD, we want our customers to be satisfied with their purchases. This policy explains our procedures for returns, refunds, cancellations and delivery charges.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Standard Stock Items

For eligible, unused standard stock items, we offer a 14-day returns policy for change-of-mind returns, subject to the conditions below.

To qualify for a voluntary change-of-mind return, items must be:

Unused and in their original condition.
Complete, including all accessories and components.
Returned in their original packaging where reasonably possible.
Accompanied by proof of purchase.

Please contact us at info@ddbristol.co.uk before returning any item. We will confirm the return arrangements and the appropriate return address.

For purchases made online, by telephone or through other distance-selling methods, statutory cancellation rights may apply independently of this voluntary returns policy.

For purchases made in person at our premises, we are not generally required to accept change-of-mind returns unless our own policy provides for them. This does not affect your statutory rights regarding faulty, damaged, incorrectly supplied or misdescribed goods.

2. Clearance Items

Clearance items include discontinued products, end-of-range products, surplus stock and other products specifically offered as clearance.

Clearance items are not eligible for change-of-mind returns under our voluntary returns policy, unless we agree otherwise.

However, clearance items remain subject to applicable statutory consumer rights. Where a customer has a statutory right to cancel an eligible distance purchase, that right will be respected unless a lawful exception applies.

Where a particular fault or defect has been clearly brought to the customer's attention before purchase and specifically agreed to, the customer may not be entitled to a remedy in respect of that particular fault. This does not affect rights relating to other faults or legal requirements.

The fact that a product is sold at a reduced price or as clearance stock does not remove the customer's statutory rights.

3. Bespoke, Made-to-Measure and Customised Products

Some of our products, including windows, doors, blinds, curtains, shutters and other building products, may be manufactured or configured to individual customer requirements.

Genuinely bespoke or personalised products, including qualifying products manufactured to the customer's specifications or clearly personalised, are generally not eligible for cancellation or return for change-of-mind reasons where the statutory bespoke-goods exception applies.

Customers are responsible for carefully checking all measurements, dimensions, colours, finishes, opening directions, specifications and other order details before confirming a bespoke order.

Once production has commenced, cancellation may not be possible for qualifying bespoke products. Customers should contact us as soon as possible if they wish to discuss a change to an order.

Not every made-to-order product or product selected from a standard range automatically qualifies for the statutory exception. Where statutory cancellation rights apply, those rights will be respected.

This section does not exclude statutory remedies where a product is faulty, damaged, incorrectly manufactured, not as described or otherwise fails to comply with the contract.

4. Faulty, Damaged or Incorrect Items

If an item arrives damaged, is faulty, has been supplied incorrectly or does not match its description, please contact us as soon as reasonably possible at info@ddbristol.co.uk.

Please provide:

Your order number or proof of purchase.
A description of the problem.
Photographs of visible damage or defects, where possible.

We will assess the issue and explain the available options in accordance with your statutory rights.

Depending on the circumstances, you may be entitled to reject the goods for a refund, request a repair or replacement, or receive a price reduction or refund where legally applicable.

For bulky or heavy items, please contact us before arranging any return or collection.

We will cover reasonable return or collection costs where required by law. Statutory rights apply to standard, discounted, clearance and bespoke products alike.

5. Online and Distance Purchases

Where goods are purchased online, by telephone or through another eligible distance-selling method, consumers generally have the right to cancel within 14 days of receiving the goods without giving a reason.

The customer must notify us of their decision to cancel within the applicable cancellation period. They will normally have a further 14 days to return the goods.

Exceptions may apply, including to qualifying bespoke or clearly personalised goods, as explained in Section 3.

Where a statutory cancellation applies:

We will refund the cost of the goods and the standard delivery charge in accordance with applicable law.
Where a more expensive delivery option was selected, we will generally refund only the cost of the least expensive standard delivery option offered.
Customers may be responsible for direct return costs where permitted by law and where they were informed of this responsibility before purchase.
We may make a lawful deduction for diminished value where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

Refunds will be processed within the applicable statutory time limits and using the original payment method unless otherwise agreed or legally permitted.

6. Local Delivery for Bulky Items

DD Building Supplies LTD offers local delivery for selected bulky products using our own fleet of vehicles.

We currently offer two local delivery areas, each with its own delivery charges and free-delivery threshold:

Local Delivery Zone 1 — Bristol and Weston-super-Mare postcode areas

The applicable delivery charge and free-delivery threshold for this zone will be displayed at checkout.

Local Delivery Zone 2 — Within 50 km of our Weston-super-Mare branch

A separate delivery charge and free-delivery threshold apply to this zone and will be displayed at checkout.

Eligibility for a delivery zone and its associated charges will be determined by the delivery address and the applicable terms displayed at the time of purchase.

Where a customer exercises a statutory right to cancel an eligible distance purchase, any original delivery charge paid will be refunded in accordance with applicable consumer law. Where a more expensive delivery option was selected, the refund will generally be limited to the cost of the least expensive standard delivery option offered.

Where an order qualified for free delivery, no original delivery charge will be refunded if none was paid.

For partial returns, where only some items from an order are returned, we will calculate any applicable refund and assess whether any delivery or collection adjustment is permitted under the terms of the original purchase and applicable law.

Any applicable delivery or collection charge, adjustment or deduction relating to a partial return will be calculated and explained to the customer at the time the refund is processed. We will provide a breakdown showing the value of the returned goods and any permitted delivery or collection adjustment.

No delivery charge, collection fee or other deduction will be imposed where it is prohibited by law or where the customer has not agreed to a charge that requires their agreement.

Where a customer returns goods because they are faulty, damaged, incorrectly supplied or otherwise fail to meet statutory requirements, we will provide the appropriate remedy and cover return or collection costs where legally required.

7. Partial Returns and Refund Calculations

Where a customer returns only part of an order, the refund will normally begin with the price paid for the returned items, subject to any applicable statutory rights and lawful adjustments.

For example, where a customer purchases 40 bags of a product and returns 2, the starting point for the refund is the price paid for those 2 bags.

Where the original order benefited from a free-delivery threshold, a partial return may reduce the remaining order value below that threshold. Any proposed adjustment to the delivery charge will be assessed against the terms clearly provided to the customer before purchase and applicable consumer law.

A delivery charge will not automatically be deducted merely because a partial return takes the remaining order value below a free-delivery threshold.

Any applicable delivery or collection adjustment will be calculated and communicated to the customer when the refund is processed, with an explanation of the calculation. Any adjustment must be contractually valid, transparent and legally permitted.

Where goods are faulty, damaged or incorrectly supplied, the customer's statutory rights take precedence over any voluntary partial-return or delivery-threshold policy.

8. Return and Collection Costs

Customers must contact info@ddbristol.co.uk before returning any item so that we can confirm the appropriate arrangements.

For eligible change-of-mind returns, customers may be responsible for direct return costs where permitted by law and where the relevant information was provided before purchase.

Where bulky goods cannot reasonably be returned by ordinary post, the applicable rules for collection costs will depend on the type of purchase, the cancellation circumstances and any collection arrangement agreed with the customer.

Where a statutory cancellation applies and we offer to collect the goods, we will explain any collection charge before the customer agrees to the collection. Where the law requires us to cover return or collection costs, no such cost will be charged to the customer.

For faulty, damaged or incorrectly supplied goods, we will arrange an appropriate remedy and cover return or collection costs where legally required.

We recommend retaining proof of return or collection where applicable.

9. Refunds

Once a returned item has been received and assessed, we will contact the customer to confirm the outcome.

Where a refund is due, it will be issued using the original payment method unless otherwise agreed or legally permitted.

For statutory distance-selling cancellations, refunds will be made within the applicable legal time limits. Where the law permits us to wait until goods have been returned or evidence of return has been provided, we will follow the applicable requirements.

Any permitted delivery or collection adjustment relating to a partial return will be explained at the time the refund is processed.

We will not impose a refund-processing fee or make deductions that are prohibited by law.

10. Excluded Items and Product Condition

Certain goods may be ineligible for change-of-mind returns where a lawful exception applies or where our voluntary returns policy permits exclusion. These may include:

Qualifying bespoke, made-to-measure or clearly personalised products.
Goods that have been cut, altered, installed or modified at the customer's request, where a lawful exclusion applies.
Sealed goods that are unsuitable for return for health protection or hygiene reasons where the relevant statutory exception applies.
Goods damaged through misuse or improper handling, subject to applicable consumer rights.

These exclusions do not remove statutory rights relating to faulty, incorrectly supplied or misdescribed goods.

11. Proof of Purchase

We may request a receipt, order confirmation, invoice or other reasonable proof of purchase to help us locate the transaction and process the return.

12. Contact Us

For returns, cancellations, refunds or questions about this policy, please contact:

DD Building Supplies LTD

Email: info@ddbristol.co.uk

Company number: 11552718

Registered in England and Wales.

Our team will advise you on the appropriate next steps for your return or cancellation request.

13. Business and Trade Customers

Where goods are purchased wholly or mainly for business purposes, different legal rules may apply from those governing consumer purchases.

Any return, cancellation or refund for a business or trade customer will be handled in accordance with the agreed contract, applicable terms and conditions, and relevant law.

Nothing in this section excludes any rights or remedies that cannot lawfully be excluded.

14. General Conditions

DD Building Supplies LTD reserves the right to assess returned goods and determine whether they meet the conditions of our voluntary returns policy.

Return authorisation does not guarantee a refund where the goods do not qualify under the applicable policy or statutory requirements.

We may refuse voluntary change-of-mind returns that do not meet the conditions stated in this policy. However, we will not refuse a return, refund, repair, replacement or other remedy where a customer is legally entitled to it.

If any provision of this policy is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.