Refund policy

Refund policy

We do have a 28-day return policy, which means you have 14 days to request a refund and another 14 days to bring items back for the return.

To be eligible for a return the items must be in original packaging and without missing items.

You would also need the receipt or proof of purchase.

To start a return, you can do this by contacting us either in store, by phone 01246 450366 or email info@valleysgroup.co.uk.

Pallet returns must be wrapped, and the cost of the collection would need to be covered by yourself.

Damages and issues:

Please inspect your order upon receipt and only sign for if you are happy with the condition as refunds won’t be accepted with signed delivery notes.

If you do have defective damaged or wrong items, you have 24hours to contact us to let us know and send us images so we can evaluate and make this right.

Exceptions/non-returnable items:

Certain items cannot be returned. We do not accept any items that have been used and have any mortar or adhesive on them.

We do not accept part ¼ ½ of sold items they must be as sold in full.

We do not accept returns on sale items.

Exchanges:

The fastest way to ensure you get what you want is to return item you have, and once the return has been accepted, make a separate purchase for the new item.

We may be able to do a straight exchange in some cases.

Refunds:

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you will be automatically refunded onto your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please bear in mind refunds will be minus original delivery cost and may incur a collection fee also.

Re-stocking fee:

We do charge a 25% re-stocking fee on all returns.