Returns & Refunds Policy

1. Scope of this policy

This Returns & Refunds Policy applies to Products supplied by GRP Express.

It should be read alongside our Terms & Conditions of Sale.

Different rights and procedures may apply depending on whether:

• you purchased as a consumer or business customer;
• you have changed your mind about a standard Product;
• the Product was cut or fabricated to your requirements;
• the Product was made or prepared to your specifications;
• the Product is faulty or defective;
• the wrong Product was supplied;
• the Product was damaged in transit; or
• part of your order is missing.

2. Before returning a Product

Please contact GRP Express before physically sending Products back to us, particularly where they are large, long, heavy or palletised.

Prior return instructions help us identify the correct return location, carrier and unloading arrangements. They are not intended to prevent a consumer from exercising a statutory cancellation or rejection right.

When contacting us, please provide:

• your name;
• company name, where applicable;
• order number or invoice number;
• the Product you wish to return;
• the quantity affected;
• the reason for the return; and
• photographs where the Product is damaged, defective or incorrectly supplied.

We will confirm the appropriate practical return process and, where applicable, provide return instructions or arrange collection.

3. Consumer change-of-mind returns

This section applies where you are a consumer and have purchased eligible Products through our Website or another qualifying distance-selling arrangement.

For most eligible standard Products, you normally have the right to cancel your contract without giving a reason within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the Products.

Where Products from the same order are delivered separately, the applicable cancellation period may run from receipt of the last Product or delivery as provided by law.

To exercise this right, you must tell us clearly that you have decided to cancel before the cancellation period expires. You can do this by contacting GRP Express or by using the model cancellation form. Use of the model form is optional.

You do not need to provide a reason for exercising a valid statutory change-of-mind cancellation right.

If the legally required information about the right to cancel was not provided, the cancellation period may be extended by up to 12 months as provided by law.

Returning the Products

After notifying us of a valid cancellation, you must return or hand over the Products without undue delay and, where you are responsible for returning them, no later than 14 days after the day on which you informed us of your decision to cancel.

Because some GRP Express Products cannot reasonably be returned using normal postal services, please contact us before arranging transport.

You will be responsible for the direct cost of a consumer change-of-mind return only where the law permits this and the required information about that cost was provided before the contract was formed.

For Products that cannot normally be returned by post, the applicable return cost or a reasonable estimate must be provided before purchase where required by law. If the required return-cost information was not provided, we will bear the direct return cost to the extent required by law.

We do not apply an administration or restocking fee to a valid statutory consumer cancellation.

4. Cut-to-size, fabricated and customised Products

GRP Express offers services that may include cutting, fabrication, preparation or other customisation of Products to customer requirements.

Examples may include:

• GRP grating cut to specified dimensions;
• panels cut according to a customer cut list;
• profiles cut to customer-specified lengths;
• Products fabricated or drilled to customer instructions;
• Products prepared to a project-specific specification; and
• other Products made or materially altered specifically for an individual order.

Whether the exception applies depends on the Product and the work undertaken for the particular order.

Products that have been materially cut, fabricated or customised specifically for you may therefore be non-returnable for change-of-mind purposes once the relevant work has been carried out.

This does not affect your rights where a customised Product is faulty, damaged, not as described or has not been supplied in accordance with the contract.

If you need to change or cancel a cut-to-size or customised order, please contact us immediately. Where cutting, fabrication or procurement has not yet begun, we will consider whether the order can be amended or cancelled.

5. Business customer returns

Business customers do not have an automatic statutory change-of-mind cancellation right equivalent to the consumer distance-selling cancellation right.

Where a business customer wishes to return correctly supplied standard stock Products because they are no longer required, any return is subject to prior written agreement by GRP Express.

In deciding whether to accept a business return, we may consider:

• whether the Product is a standard stocked item;
• the condition of the Product;
• whether the Product remains saleable;
• whether packaging is complete and undamaged;
• how long has passed since supply;
• whether the Product was specially ordered;
• whether the Product was cut or fabricated;
• whether the Product was customised; and
• the transport and handling required.

Where we agree to accept a business change-of-mind return, we may apply reasonable transport, inspection, handling or restocking charges. Any applicable charge will be communicated before the return arrangement is accepted.

Cut-to-size, fabricated, customised or specially procured Products will normally not be accepted for a business change-of-mind return unless we expressly agree otherwise.

This section does not limit rights a business customer may have where Products are defective or do not comply with the agreed contract.

6. Faulty or defective Products

If you believe a Product is faulty or defective, please contact us as soon as reasonably possible.

We may ask you to provide:

• your order or invoice number;
• the Product reference or description;
• a description of the issue;
• photographs of the Product;
• photographs of packaging where relevant;
• details of installation, support, loading or use where relevant; and
• other reasonable information needed to investigate the issue.

Consumer customers

Consumers have statutory rights where goods do not meet applicable legal requirements, including where goods are not of satisfactory quality, are not fit for an applicable purpose or are not as described.

Depending on the circumstances and the time that has passed, statutory remedies may include the short-term right to reject, repair or replacement, a price reduction or a final right to reject.

Where the statutory short-term right to reject applies, a consumer will generally have 30 days beginning with the date provided by applicable law, subject to rules that may pause that period while a repair or replacement is attempted.

A statutory refund due following rejection will be made without undue delay and normally within 14 days after we agree that you are entitled to it, using the same payment method unless you expressly agree otherwise.

Nothing in this policy removes or limits consumer statutory rights.

Business customers

Business customers should inspect Products as soon as reasonably practicable following delivery or collection and before installation, cutting or use where reasonably possible.

Visible shortages, incorrect Products or transit damage should, where reasonably practicable, be reported within two working days. A latent defect should be reported promptly and, where reasonably practicable, within five working days after it is discovered.

These reporting periods assist investigation and carrier claims. Missing a period does not automatically extinguish a valid claim where the issue could not reasonably have been identified or reported within that period.

Business customers must give us a reasonable opportunity to inspect or investigate an alleged defect before the Product is repaired, replaced, removed or disposed of, except where urgent action is reasonably necessary for safety.

Our rights and responsibilities in relation to defective Products supplied to business customers are set out more fully in our Terms & Conditions of Sale.

7. Incorrect Products

If we supply a Product that is materially different from the Product ordered, please contact us promptly.

Please provide your order number and, where possible, photographs showing the Product received and any identifying labels.

Where we confirm that we have supplied the wrong Product, we will arrange an appropriate remedy. Depending on the circumstances, this may include:

• collection of the incorrect Product;
• supply of the correct Product;
• an agreed replacement; or
• a refund where appropriate.

We will be responsible for reasonable return costs where Products need to be returned because we supplied them incorrectly.

8. Products damaged in transit

Please inspect Products as soon as reasonably practicable following delivery.

Where there is obvious damage to packaging or Products at the point of delivery, please note the damage on the delivery documentation where it is practical to do so.

Please photograph visible damage before the Product is moved, installed, cut or otherwise altered where reasonably possible.

You should then contact GRP Express promptly and provide:

• your order number;
• details of the affected Product;
• the quantity affected;
• photographs of the damage;
• photographs of packaging where relevant; and
• any relevant delivery information.

Prompt reporting helps us investigate damage with the carrier and arrange an appropriate resolution.

Signing a delivery record without noting damage does not remove a valid right relating to damage or a defect that could not reasonably have been identified at delivery.

Nothing in this section limits any statutory rights available to a consumer.

9. Shortages and missing items

If your delivery appears incomplete, please check the delivery note and whether the order has been dispatched in more than one consignment.

If Products or quantities are missing, please contact us promptly with your order details and the items you believe are missing.

We will investigate the order and delivery records and arrange an appropriate resolution where a shortage is confirmed.

10. Condition of returned Products

Products returned because a customer has changed their mind should be kept in good condition and handled only as reasonably necessary to inspect them.

Where reasonably possible, Products should be returned:

• complete;
• with supplied components and accessories;
• securely packaged;
• protected against damage during transport; and
• with original packaging where it remains available and suitable.

For a consumer cancellation, where permitted by law we may make a deduction for a reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the Product.

This does not apply in the same way where Products are returned because they are faulty, incorrectly supplied or otherwise fail to comply with the contract.

11. Return transport and costs

Responsibility for return transport depends on the reason for the return.

Consumer change-of-mind returns

Where a consumer validly exercises a statutory change-of-mind cancellation right, the consumer will be responsible for the direct cost of returning the Products only where this was properly disclosed before the contract and applicable law permits it.

For Products that cannot normally be returned by post, the direct cost or a reasonable estimate must be provided before the contract where required by law. If that required information was not provided, GRP Express will bear the direct return cost to the extent required by law.

Faulty, damaged or incorrectly supplied Products

Where Products need to be returned because they are faulty, damaged in transit or incorrectly supplied, we will arrange collection or reimburse reasonable return costs as required by applicable law and the circumstances.

Business change-of-mind returns

Where we agree to accept a return from a business customer for Products that were correctly supplied and are simply no longer required, the customer will normally be responsible for return transport and any agreed inspection, handling or restocking charges.

12. Large, long and bulky Products

Many GRP Express Products cannot be returned safely or economically using ordinary parcel or postal services.

These may include:

• full-size GRP grating panels;
• long GRP structural profiles;
• large stair treads;
• large anti-slip sheets;
• multiple-panel orders;
• palletised Products; and
• other oversized or heavy Products.

Returns of these Products may require a pallet network, freight carrier, dedicated vehicle or other specialist transport.

Where a consumer would be responsible for the direct return cost of a change-of-mind return, the cost or a reasonable estimate will be stated before purchase where required by law. The estimate may depend on Product dimensions, weight, quantity, collection postcode and vehicle type.

The cost of returning large-format Products may be significantly greater than the cost of returning a normal parcel.

13. How refunds are made

A consumer statutory refund will be made using the same payment method used for the original transaction unless the consumer expressly agrees to another method. A consumer will not incur a fee because of the reimbursement.

Other approved refunds will normally be made using the original payment method unless:

• you expressly agree to another method;
• the original payment method cannot reasonably be refunded; or
• another lawful arrangement applies.

Business credit-account transactions may be dealt with through an account credit or credit note where appropriate.

We do not charge consumers an administration or processing fee for a statutory refund.

14. Refund timescales

Consumer change-of-mind cancellations

Where a consumer validly exercises a statutory cancellation right and we have not offered to collect the goods, we may withhold the refund until:

• we receive the Products back; or
• you provide evidence that you have sent the Products back,

whichever occurs first.

We will make the refund without undue delay and no later than 14 days after the applicable date above. Where no goods were supplied or no goods need to be returned, the refund will be made no later than 14 days after we are informed of the cancellation.

Consumer refunds for rejected faulty Products

A statutory refund due following rejection of faulty Products will be made without undue delay and normally within 14 days after we agree that the consumer is entitled to the refund.

Other refunds

For other approved returns, we aim to process refunds promptly after the return has been received, inspected where appropriate and approved.

The time taken for funds to appear in your account after we process a refund may depend on your bank or payment provider.

15. Refunds of original delivery charges

Where a consumer validly cancels an entire qualifying distance contract under the statutory change-of-mind cancellation right, the refund will include the original delivery charge up to the cost of the least expensive standard delivery option offered for the order.

Where you chose a delivery service that was more expensive than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded service.

Where only part of an order is cancelled or returned, any entitlement to a delivery-charge refund will depend on whether the original delivery charge would have been lower for the Products retained and on applicable law.

Business change-of-mind returns do not normally include a refund of original delivery charges unless we expressly agree otherwise.

16. Exchanges and replacements

Where appropriate, we may offer a replacement Product instead of a refund.

This may apply where:

• the wrong Product was supplied;
• a Product has been damaged in transit;
• a Product is defective; or
• we otherwise agree to an exchange.

Where you simply wish to exchange a correctly supplied Product for a different size, colour, depth or specification, please contact us.

For business customers and Products that do not carry a statutory change-of-mind right, any exchange is at our discretion.

A price difference, additional delivery charge or return transport cost may apply to an agreed voluntary exchange.

17. Products we may not accept for change-of-mind return

Subject always to statutory consumer rights, we may be unable to accept a voluntary or change-of-mind return of:

• Products cut to customer-specified dimensions;
• fabricated Products;
• Products made to customer specifications;
• clearly personalised Products;
• Products specially procured for an individual order where no return has been agreed;
• Products that have been installed;
• Products that have been cut, drilled or altered after delivery;
• Products damaged after risk has passed to the customer;
• Products that cannot reasonably be resold because of the customer’s handling or alteration; or
• business purchases where we have not agreed to accept a voluntary return.

This section does not remove rights relating to Products that are faulty, damaged, incorrectly supplied, not as described or otherwise fail to comply with the contract.

18. Cancelling an order before dispatch

Please contact us as quickly as possible if you need to cancel or change an order before it has been dispatched.

For standard stocked Products that have not been dispatched or otherwise committed to the order, we will normally be able to consider cancellation, subject to your contractual and statutory rights.

Where cutting, fabrication, custom preparation or special procurement has already begun, it may not be possible to cancel the affected Product.

Where Products have been specially procured for a business customer, any cancellation may be subject to our agreement and recovery of reasonable costs and losses already incurred. We will take reasonable steps to reduce avoidable loss.

Our full contractual cancellation provisions are set out in our Terms & Conditions of Sale.