Delivery & Returns
This page explains our delivery process, your rights to cancel online consumer orders, our voluntary returns policy, and what to do if goods arrive damaged, incorrect or faulty.
Nothing in this policy affects your statutory rights. Please use the Returns form to make the return easier and quicker
Contact details
Building Plastics (Wales) Ltd
Company number: 07681432
Registered office: Unit 1 Block E, Penmaen Industrial Estate, Pontllanfraith, Blackwood, Wales, NP12 2DQ
Email: info@buildingplastics.co.uk
Telephone: 01495 781167
Delivery
We will deliver goods to the delivery address provided when the order is placed. Delivery dates and lead times are estimates only unless we expressly agree a guaranteed delivery date in writing.
Please do not book fitters, scaffolding or other contracting services until you have received and checked your goods. We are not responsible for costs you incur because you arranged installation or other services before receiving and inspecting the goods, except where the law does not allow us to exclude or limit our responsibility.
You will be notified when your goods have been dispatched, where this service is available.
Inspecting your delivery
Please inspect your goods as soon as reasonably possible after delivery or collection.
If goods are damaged in transit, missing, incorrect or visibly faulty, please contact us as soon as possible, ideally within 48 hours, with your order number and photographs where available. Reporting delivery issues quickly helps us resolve courier claims and replacement arrangements.
This 48-hour request does not affect your statutory rights if the goods are faulty, damaged, not as described or not fit for purpose.
Important storage information
Please remove protective wrapping as soon as reasonably possible after delivery and store products in a cool, dry place out of direct sunlight. Protective wrapping can cause heat build-up and may damage or distort the product if left on in unsuitable conditions.
Goods should be stored and handled in accordance with any manufacturer or product instructions. Damage caused by incorrect storage, handling, alteration or installation may not be covered by refund, replacement or warranty rights unless the product was already faulty.
Your right to cancel online consumer orders
This section applies to consumers who buy goods online, by telephone or by another distance-selling method. It does not apply to trade or business purchases.
If you are a consumer, you normally have the right to cancel your online order without giving a reason within 14 days after the day you, or a person nominated by you, receives the goods.
Where an order is delivered in separate parts, the cancellation period normally ends 14 days after the day you, or a person nominated by you, receives the final part of the order.
To cancel, you must tell us clearly that you wish to cancel. You can do this by email, telephone, post, or by using our returns form.
You then have 14 days from the date you tell us you are cancelling to send the goods back to us.
Returning goods after cancellation
Unless the goods are faulty or we have agreed otherwise, you are responsible for the cost of returning unwanted goods to us.
We recommend using a tracked return service and keeping proof of posting or proof of delivery. You are responsible for the goods until they are received by us.
Returned goods should be complete and, where possible, returned in their original packaging. You may handle the goods as you would in a shop to inspect their nature, characteristics and functioning. We may make a deduction from the refund if the value of the goods has been reduced because they have been handled beyond what is necessary to inspect them.
Please use the Returns form to make the return easier and quicker
Refunds after cancellation
If you cancel an online consumer order within your statutory cancellation period, we will refund the price paid for the goods and the standard delivery charge originally paid by you.
If you chose a premium or enhanced delivery service, we only have to refund the cost of our standard delivery option.
We will make the refund without undue delay and no later than 14 days after the day we receive the goods back from you, or 14 days after the day you provide evidence that you have sent the goods back, whichever is earlier.
We will normally refund you using the same payment method used for the original purchase unless we agree otherwise.
We will not apply a restocking charge, handling charge or cancellation fee where you are exercising your statutory cancellation rights as a consumer.
Goods that cannot be cancelled or returned just because you changed your mind
Some goods are excluded from the consumer cancellation right unless they are faulty, damaged, not as described or not fit for purpose. These include goods that are made to your specifications or clearly personalised.
Examples may include, but are not limited to:
- made-to-measure windows;
- made-to-measure doors;
- conservatories;
- door canopies;
- fencing or panels made to specific customer requirements;
- special-order colours, finishes or sable-coloured products;
- other bespoke, customised or specially manufactured products.
Where a product is excluded from cancellation because it is bespoke, made to measure, personalised or specially ordered, we will make this clear where reasonably possible before the order is accepted.
This does not affect your rights where goods are faulty, damaged, not as described or not fit for purpose.
Our voluntary 30-day returns policy for unwanted standard stock items
In addition to your statutory cancellation rights, we may accept returns of unwanted standard stock items up to 30 days after you receive your order, provided the goods are complete, unused, uninstalled, uncut, undrilled, unfitted, unopened where packaging is sealed or display packaged, and in a resaleable “as new” condition.
For voluntary returns made outside the statutory consumer cancellation period, or for trade/business returns, we may apply a handling or restocking charge of up to 20% where reasonable. We will confirm any applicable charge before completing the return.
This voluntary 30-day returns policy does not apply to bespoke, made-to-measure, personalised, special-order or non-stock items unless they are faulty, damaged, not as described or not fit for purpose.
Faulty, damaged, incorrect or not-as-described goods
If goods are faulty, damaged, incorrect, not as described or not fit for purpose, please contact us as soon as possible with your order number, photographs where useful, and a description of the problem.
Depending on the circumstances and timing, you may be entitled to a repair, replacement, refund or price reduction. We will deal with faulty goods in accordance with your statutory rights.
Please do not install goods that are visibly damaged, incorrect or defective unless we have advised you to do so. Installing visibly damaged or incorrect goods may make it harder to resolve the issue, although this does not affect statutory rights that cannot lawfully be excluded.
Returns address
Returns should only be sent after you have contacted us and, where possible, obtained a returns note number. A returns note number is not compulsory for statutory cancellations, but it helps us identify and process your return more quickly.
Returns address:
Building Plastics (Wales) Ltd
Unit 13, Wern Trading Estate, Rogerstone
Newport. NP10 9FQ
Tele 01633 893291
Please include your order number, name, contact details and returns note number if one has been issued.
Replacements (Damaged Or Faulty Items)
Free replacements for damaged items is only possible if you check your parcels for any signs of damage before signing for your delivery. If you are unable to check, or the driver will not wait, please sign as 'unchecked'. If signing as unchecked, please notify us of any damage by email on info@buildingplastics.co.uk, within two days of receiving your delivery. Please include, pictures of the damages, along with the product codes and quantities of the damaged goods. We will only be able to investigate damage if these guidelines are followed. Any damages reported after this period could be deemed to have occurred whilst the items were in your care and no claims will be possible. Please note that all panels are sold in pack quantities and any returns and or exchanges must be for full packs. Please make a note of the batch numbers for all panels received, without a batch number we would not be able to match to anything already supplied