The goods that are made to the consumer’s specifications, special orders or are clearly personalised can not be returned or cancelled. Information that a product is non-returnable always appears on the quote. Payment for invoice means that the customer accepts the above terms. We always ask for reasonable and thoughtful purchases.

InsulationStore Ltd will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in A1 resellable condition. Return shipping will be paid at the customers expense as long as the restocking charge, which is usually 25%/40%(depends which item) of order value and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to your account. We will notify you once this has been completed through email. InsulationStore Ltd will refund the value of the goods returned but will NOT refund the value of any shipping and restocking charges paid. The return due to a change of mind will not be applicable if the product can not be canceled / returned or if it is on a special order.

Any evident damage to external packaging must be the subject of an endorsement on the Seller’s delivery note at the time of delivery. No claim can be made by the Buyer under this clause if an acceptance note relating to the Goods has been signed by the Buyer or his agent or employee without reference to the alleged damage, shortage or loss in transit. Insulationbeeltd will happily honor any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.

Customers will be required to pre-pay the return shipping and restocking charge, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect insulationbeeltd to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of: (a) refund to your payment method (b) a refund in store credit (c) a replacement item sent to you (if stock is available)

Goods returned at the Buyer’s request not on the Seller’s own vehicle shall be at the Buyer’s risk regarding insurance for a value not less than the full invoice price.

Subjects specifically ordered or non stock items are not returnable.

Costs of collection and re-delivery of replacement items will be met by the Buyer unless attributable to the negligence of the Seller. Only Goods returned in saleable condition can be accepted for credit. The Seller reserves the right to levy a re-stocking and handling charge. All returns must be sanctioned by the Seller prior to Goods being brought back.

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been loaded on the lorry and dispatched. If an order has already been dispatched, please refer to our refund policy and returns due to change of mind.

Insulation Store Ltd must not begin the supply of a service before the end of the cancellation period provided.

It is the duty of an enforcement authority to consider any complaint made to it about a contravention of these regulations, unless the complaint appears to the authority to be frivolous or vexatious, or another enforcement authority has notified the CMA that it agrees to consider the complaint. The following are enforcement authorities for the purposes of these Regulations : every local weights and measures authority in Great Britain; the Department of Enterprise, Trade and Investment in Northern Ireland.

1. the Supplier shall be entitled to charge the Customer an Additional Charge for the restocking costs incurred by the Supplier as a result of the cancellation which shall be notified to the Customer at the time of the cancellation request and shall be payable as an Additional Charge; and
2. the Customer shall indemnify the Supplier in full against all loss (including loss of profit), costs (including the cost of all labour and materials used), damages, charges and expenses incurred by the Supplier as a result of cancellation;

   and for the avoidance of doubt, the Supplier shall not agree to the cancellation of any Order for Special Order Goods.