Refund policy

Returns & Refund Policy

We want every customer to be confident ordering from us. This policy explains your rights, the timeframes that apply, and how to start a return — whether you're a homeowner, builder, or trade account.

1. Your right to cancel (consumers, UK)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are buying as a consumer you have the right to cancel your order for any reason within 14 calendar days of receiving your goods.

You then have a further 14 days to return the goods to us. Refunds are issued within 14 days of us receiving the goods back, or proof that they have been sent.

This 14-day right does not apply to bespoke or custom-mixed products, or to opened/partially used bagged materials — see Section 4 below.

2. Returns we accept

We will accept returns of:

  • Unopened, sealed bags of screed, resin, insulation, primers and ancillary products in their original packaging
  • Unused tools, accessories and equipment in original packaging and resaleable condition
  • Goods returned within 30 days of delivery
  • Goods that have been kept dry, stored flat and not exposed to the elements

To be eligible the products must be in the same condition that you received them, with no damage to the bag, sleeve or outer packaging.

3. How to start a return

Please contact us before sending anything back so we can issue a returns reference and arrange collection or drop-off:

Tell us your order number, the item(s) you want to return, and the reason. We will reply within one working day with instructions.

4. Items we cannot accept back

For safety and quality reasons, the following cannot be returned:

  • Opened bags of cement, screed, resin, primer or insulation (these are perishable once exposed to air or moisture)
  • Partially used products
  • Custom-mixed, made-to-order, or specially ordered items
  • Items returned more than 30 days after delivery
  • Items damaged after delivery through misuse, incorrect storage, or being left exposed to weather
  • Goods returned without a returns reference number

This is in line with UK consumer law for goods that, by their nature, cannot be returned once unsealed.

5. Damaged, faulty or incorrect goods

If your delivery arrives damaged, faulty, or you receive the wrong item:

  • Inspect on delivery wherever possible
  • Tell us within 48 hours of delivery (email info@screedworks.co.uk with your order number and clear photos)
  • We will arrange a replacement, refund or credit at no cost to you

For faults that appear after the 48-hour window but within a reasonable period, we will work with you under the Consumer Rights Act 2015 to repair, replace or refund as appropriate.

6. Return shipping

For change-of-mind returns, the customer is responsible for return shipping. Bagged and palletised products usually require a courier or pallet return — we can arrange this on your behalf and deduct the cost from your refund, or you can arrange your own carrier.

For damaged, faulty or incorrect items, we cover all return shipping costs.

We strongly recommend using a tracked service. We cannot refund items that don't reach us.

7. Refunds

  • Refunds are processed to your original payment method within 14 days of us receiving the returned goods, or sooner where possible.
  • Original delivery costs are non-refundable on change-of-mind returns.
  • Original delivery costs are refunded for damaged, faulty or incorrect items.
  • A restocking fee of up to 15% may apply on returns of palletised stock, custom-quantity orders, or large material orders. Where this applies we will tell you before you return the goods.

8. Trade and account customers (B2B)

Trade-account customers buying in the course of business are not covered by the Consumer Contracts Regulations 2013 14-day cancellation right. However, we still accept returns of unopened, resaleable stock within 30 days, subject to a 15% restocking fee and the conditions in Sections 2 and 4 above.

For special-order, non-stocked, or custom-mixed materials ordered through a trade account, all sales are final.

9. Contact us

Any questions about this policy or a return in progress:

  • Email: info@screedworks.co.uk
  • Phone: 0118 370 2060
  • Address: Screed Works Ltd, Shoshanna, West End Lane, Bracknell, RG42 5RP
  • Company number: 11485993 (Registered in England and Wales)

This policy was last updated on 7 May 2026.