Our Commitment to our Customers As part of our commitment to our customers, we want to make the return process as straight forward as possible. This policy outlines PGR Builders & Timber Merchant's returns policy for all items purchase that an individual and/or company wishes to return. The policy also highlights intrinsic differences when the item was purchased online compared to instore or branch.

Eligibility for Return

In all cases, a return will only be considered, provided that the item(s) meet the following criteria:

• The item is unused, uninstalled, and in its original packaging.
• All accessories, manuals, and components are included.
• The item is not custom-made, bespoke, or perishable (unless faulty).
• The item must be in a resalable condition.

Purchased online:

If you purchased your goods online, under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your goods. To cancel, you must contact us via email or phone, within this period, providing the order number for your purchase. You then have 14 days to return the goods to us at you own cost.

Purchased in Branch:

For instore or branch purchases, you should return your goods to one of our stores and speak to a member of the sales team there, providing your order number to help them assist you with your return.

How to Return an Item

Returning an item varies slightly depending on how it was purchased, please see the slight differences below highlighted below in our step by step approach to returning an item.

Purchased online:

1. Contact Us: Email us at [email protected] with your order details and reason for the return within 14 calendar days of receiving the item.

2. Return Approval: We will provide instructions on how to return your item.

3. Delivery Costs: Unless the item is faulty or incorrectly supplied, the buyer is responsible for return Delivery costs.

Purchased in Branch:

1. Contact Us: Contact your local branch with your order details and reason for the return within 14 calendar days or purchasing the item.

2. Return Approval: We will provide instructions on how to return your item.

3. Returning the Item: The buyer is responsible for returning the item to the store in order to facilitate the return.

If the return of the item in question falls outside of the remit above, please note that the company may still be able to enable the return of your item, if it is not damaged or faulty when you received it, however the item may be subject to a restocking charge in order for us to facilitate the return of the item.

Please note that in cases where, a restocking charge for the goods may apply, this is usually set by the manufacturer but is at the discretion of PGR Builders & Timber Merchant's.

Refunds

Once we receive your product we then begin the necessary steps below in order to begin the process of completing a refund:

1. Once your return is received and inspected, we will notify you of the approval status.

2. Approved returns will be refunded to your original payment method within 14 days.

3. If your item was incorrectly supplied or faulty, we will also refund any standard delivery costs.

Damaged or Faulty Items

If you purchase an item that is received faulty and/or damaged, please following the step by step approach below so that we can look to rectify the issue for you as soon as possible:

1. Contact Us: If you receive a damaged or faulty item, please contact us within 48 hours of receiving your purchase.

2. Review of the Issue: Once we have received your notification, we may request photos of the damage in order to thoroughly review and investigate the fault and/or damage.

3. Rectifying the Issue: We may then have to contact the supplier and/or manufacturer in order that we can arrange a replacement or refund as appropriate.

Exclusions

Unfortunately, there are instances where we are unable to allow customers to return an item to us. This could be due to the extended time frame that it has taken for them to return an item to us or if we suspect that the return is due to an involvement in an illegal activity such as fraud.

We also have individual products that due to the nature of the product, we cannot offer a refund.

The following items are non-returnable, unless they are received faulty and/or damaged:

• Custom-made or bespoke products
• Special order items not usually stocked
• Perishable goods