Refund policy

Refund, Returns and Cancellation Policy

Home Improvement Supplies Limited
Company number: 05375596

Draft prepared: 19 June 2026

This policy applies to goods purchased from Home Improvement Supplies Limited.

Nothing in this policy limits or excludes a customer’s statutory rights.

1. Consumer Online and Distance Orders

This section applies where a consumer purchases goods:

• Through our website.
• By telephone.
• By email.
• Through another distance-selling method.
• Online for collection from our premises.

A consumer normally has the right to cancel an eligible distance order without giving a reason.

The cancellation period ends 14 days after the day on which the consumer, or a person nominated by the consumer, receives the goods.

Where an order is delivered in separate parts, the cancellation period normally ends 14 days after the final part of the order is received.

The right to cancel does not apply to certain goods, including goods made to the consumer’s specification or clearly personalised. Further information is provided in section 8.

2. How to Cancel an Online or Distance Order

To exercise the right to cancel, the customer must make a clear statement that they wish to cancel the order.

Customers may contact us by:

Email: sales@home-is.co.uk

Post:

Home Improvement Supplies Limited
Unit 2–3 Robin Hood Works
Wakefield Road
Brighouse
West Yorkshire
HD6 1PE
United Kingdom

Customers may use the model cancellation form at the end of this policy, but they are not required to use it.

We recommend that customers cancel by email or another method that provides evidence of when the cancellation was sent.

After notifying us of the cancellation, the customer must return the goods without undue delay and no later than 14 days after notifying us.

3. Returning Standard Goods

Unless the goods are faulty, damaged, incorrectly supplied or not as described, the customer is responsible for returning cancelled goods to us.

The customer may:

• Return suitable goods to our Brighouse premises.
• Arrange an appropriate insured carrier.
• Use our collection service where one is available.

Customers should contact us before returning goods so that we can provide the correct returns instructions.

Goods should not be sent back to a manufacturer or supplier unless we have expressly instructed the customer to do so.

The customer remains responsible for the goods until they are received by us. We recommend using a tracked and adequately insured return service.

4. Long, Heavy and Bulky Goods

Some of our products cannot normally be returned through ordinary postal or parcel services.

These products may include:

• Cladding boards and panels.
• Decking and fencing materials.
• Fascia, soffit and roofline boards.
• Guttering and drainage products.
• Roofing materials.
• Wall and ceiling panels.
• Artificial grass.
• Rubber roofing.
• Polycarbonate sheets.
• Glass products.
• Doors and windows.
• Long-length trims and accessories.
• Palletised or unusually heavy orders.

For eligible change-of-mind cancellations, the customer is responsible for the direct cost of returning these goods, provided the applicable return cost was communicated before the order was placed.

Customers may arrange their own suitable return transport.

Alternatively, Home Improvement Supplies Limited may offer collection using our own vehicle or an appropriate third-party carrier.

Proposed Bulky Return Collection Charges

These charges must be agreed by the company before this policy is published.

Collection location	Proposed collection charge
Within 15 miles of HD6 1PE	£ 10
Between 15 and 40 miles	£ 20
Between 40 and 75 miles	£ 30
More than 75 miles	Exact estimated cost confirmed before purchase
Specialist, pallet or long-length carrier	Exact estimated cost confirmed before purchase

The return collection charge applicable to the order must be communicated to the customer before the contract is completed.

Where the customer agrees to use our collection service, the agreed collection charge may be deducted from the refund.

Collection charges relate to the direct cost of returning the goods. They are not cancellation or restocking fees.

Free outbound delivery does not mean that return collection is free. Any return collection charge must, however, have been properly disclosed before purchase.

No collection charge will be applied where goods are returned because they are faulty, damaged, incorrect or not as described, except where the customer independently chooses an unnecessarily expensive return method without consulting us.

5. Refunds for Cancelled Online Orders

Where an eligible online or distance order is validly cancelled, we will refund:

• The price paid for the returned goods.
• The cost of our least expensive standard outbound delivery option, where the customer paid for delivery and the entire eligible order is cancelled.

If the customer selected enhanced, express, timed or premium delivery, we are only required to refund an amount equal to our standard delivery charge.

Where the customer received free delivery, there is no outbound delivery charge to refund.

We will not deduct:

• A blanket restocking fee.
• A cancellation fee.
• Our supplier’s original delivery charge to us.
• General administration costs.
• A charge merely because the product was specially ordered from a supplier.

An agreed and properly disclosed direct return or collection cost may be deducted where applicable.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.

No fee will be charged for processing the refund.

Where the customer is responsible for returning the goods, we may withhold the refund until:

• We receive the returned goods; or
• The customer provides satisfactory evidence that the goods have been returned,

whichever occurs first.

The refund will then be processed without undue delay and no later than 14 days after the relevant date.

Where we have agreed to collect the goods, the applicable refund deadline will be calculated in accordance with the consumer cancellation regulations.

6. Condition of Change-of-Mind Returns

Consumers may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics and suitability, in a similar way to how they might inspect goods in a shop.

Opening packaging does not automatically remove the customer’s cancellation rights.

However, customers should:

• Take reasonable care of the goods.
• Avoid installing, cutting, drilling, fixing or modifying them.
• Keep all components and accessories together.
• Retain and reuse the original packaging where reasonably possible.
• Store the goods safely and protect them from weather and damage.
• Ensure the goods are suitably protected during return transport.

Where handling has gone beyond what is reasonably necessary and has reduced the value of the goods, we may make an appropriate deduction from the refund to reflect the reduction in value.

Any deduction will be based on the actual reduction in value and will not be applied as a standard percentage fee.

Goods that have been cut, installed, drilled, fixed, painted, altered or damaged after delivery may have little or no resale value. This may result in a significant reduction to the refund where legally permitted.

7. Standard Goods Ordered From a Supplier

Some products are ordered from a manufacturer or supplier to fulfil a particular customer order and may not normally be held in our own stock.

For consumer orders placed online or through another distance-selling method, the fact that a standard product was ordered from a supplier does not, by itself, make the product bespoke or remove the consumer’s statutory cancellation rights.

We will not impose a supplier restocking charge on a consumer who is exercising a valid statutory cancellation right for standard goods.

The customer may still be responsible for the direct cost of returning the goods where this was explained before the order was placed.

Different terms may apply where:

• The purchase was made in our showroom.
• The customer is purchasing for business purposes.
• The return falls outside statutory cancellation rights.
• The goods were genuinely made, cut or personalised to the customer’s specification.

8. Made-to-Measure, Cut-to-Size and Bespoke Goods

The statutory change-of-mind cancellation right does not normally apply to goods that are made to the customer’s specification or clearly personalised.

This may include:

• Windows manufactured to customer-approved measurements.
• Doors manufactured to customer-approved measurements or specifications.
• Sealed glass units made to an individual specification.
• Glass cut to customer-supplied or customer-approved measurements.
• Polycarbonate sheets cut to requested measurements.
• Rubber roofing cut to a requested size or length.
• Artificial grass cut to a requested size or length.
• Boards, panels or trims cut specifically for the customer.
• Specially manufactured items.
• Products made in a non-standard colour, configuration or specification specifically for the customer.
• Other clearly personalised goods.

The exemption does not apply merely because:

• We do not normally keep the product in stock.
• We ordered a standard product from a supplier.
• The goods were expensive.
• The customer selected from standard options without the resulting product being genuinely personalised.

Customers must carefully check all measurements, specifications, colours, opening directions, quantities and configurations before approving a bespoke order.

Once manufacture or cutting has started, changes or cancellations may not be possible.

Made-to-measure and bespoke goods remain covered by statutory rights where they are faulty, damaged, incorrectly supplied, not as described or do not conform to the agreed specification.

9. Goods Purchased in Our Showroom

There is no automatic legal right to return correctly supplied goods purchased in person simply because the customer has changed their mind.

As an additional goodwill policy, Home Improvement Supplies Limited may accept standard stocked goods returned within 14 days, provided that:

• Proof of purchase is supplied.
• The goods are unused.
• The goods have not been fitted, cut, drilled or altered.
• The goods are complete.
• The original packaging is present and in reasonable condition.
• The goods remain in a fully resaleable condition.

Original delivery costs are not refundable for discretionary showroom change-of-mind returns.

The customer is responsible for returning the goods.

Special-order, supplier-sourced, clearance, cut-to-size and bespoke goods are excluded from this discretionary showroom returns policy unless otherwise agreed in writing.

Where we agree, at our discretion, to accept a non-stock or supplier-sourced showroom return, the refund may be subject to reasonable and genuine:

• Supplier restocking charges.
• Return carriage charges.
• Collection charges.
• Handling charges imposed on us by the supplier.

Any such charge will be explained and agreed before the discretionary return is accepted.

This showroom goodwill policy does not affect statutory rights where goods are faulty, damaged, incorrect or not as described.

10. Faulty, Damaged, Incorrect or Misdescribed Goods

Goods supplied to consumers must be:

• Of satisfactory quality.
• Fit for any purpose made known to us.
• As described.
• In accordance with any sample or agreed specification where applicable.

If goods are faulty, damaged, incorrectly supplied or not as described, customers should contact us as soon as reasonably possible.

Depending on the circumstances, the customer may be entitled to:

• Reject the goods and receive a refund.
• A repair.
• A replacement.
• A price reduction.
• A final right to reject the goods.

Consumers normally have a short-term right to reject faulty goods within 30 days, subject to the Consumer Rights Act 2015 and the circumstances of the purchase.

Where goods are validly rejected because they are faulty, damaged, incorrect or not as described, Home Improvement Supplies Limited will bear the reasonable cost of returning or collecting them.

Customers should not install visibly damaged or incorrect goods. They should contact us before installation wherever reasonably possible.

Customers should retain the goods and make them available for inspection or collection.

We may ask for photographs or other reasonable information to help us investigate the problem. This does not remove the customer’s statutory rights.

Reporting transit damage promptly helps us raise the matter with the carrier. However, a failure to report hidden damage immediately does not automatically remove the customer’s statutory rights.

11. Business Customers

Customers purchasing wholly or mainly for purposes relating to their trade, business, craft or profession are business customers.

Business-to-business purchases are not covered by statutory consumer cooling-off rights.

Returns from business customers are governed by:

• The agreed quotation.
• The invoice.
• Any written contract or account terms.
• Our applicable business terms and conditions.

Where no contractual return right exists, acceptance of a business return is at our discretion.

Where a business return is accepted, we may deduct reasonable and genuine:

• Supplier restocking fees.
• Return carriage costs.
• Collection costs.
• Handling costs.
• Costs resulting from damage or loss in value.

Made-to-measure, cut-to-size and bespoke business orders cannot normally be cancelled or returned unless faulty, incorrect or otherwise agreed in writing.

12. Return Inspection and Refund Approval

All returned goods may be inspected before the refund is finalised.

We will check:

• The quantity returned.
• The condition of the goods.
• Whether any parts or accessories are missing.
• Whether the goods have been installed, altered or damaged.
• Whether the goods match the original order.
• Whether any agreed collection charge applies.

Inspection does not permit us to delay a statutory refund beyond the legally required period.

Where a deduction is proposed because the goods have lost value, we will explain the reason and the amount deducted.

13. Arranging a Return

Before returning goods, please contact:

Home Improvement Supplies Limited
Email: sales@home-is.co.uk

Returns should be sent or brought to:

Home Improvement Supplies Limited
Unit 2–3 Robin Hood Works
Wakefield Road
Brighouse
West Yorkshire
HD6 1PE
United Kingdom

Please provide:

• Customer name.
• Order number or proof of purchase.
• Contact details.
• Products and quantities being returned.
• Reason for the return.
• Photographs where goods are damaged or incorrect.

Unauthorised returns may be delayed while we identify the order and determine the correct return process.

14. Model Cancellation Form

This form may be used to cancel an eligible consumer distance contract, but its use is not compulsory.

To:

Home Improvement Supplies Limited
Unit 2–3 Robin Hood Works
Wakefield Road
Brighouse
West Yorkshire
HD6 1PE
United Kingdom

Email: sales@home-is.co.uk

I/We hereby give notice that I/we cancel my/our contract for the sale of the following goods:

Goods ordered:

Order number:

Date ordered:

Date received:

Name of consumer:

Address of consumer:

Signature of consumer, if submitted on paper:

Date:

15. Statutory Rights

Nothing in this policy affects rights provided by applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.