Refunds and returns
Changing your mind, changing your order, or something not right? Here's what to do.
I need to change my order
Drop us a line at info@buyfencingnewcastle.co.uk, quoting your order reference, without delay. We'll try to change quantities or your day where it's doable, and confirm any price difference before charging or refunding it.
I want to cancel before delivery
Email us your reference and tell us you're cancelling. As a consumer, you'll get a full refund within 14 days.
Sending back stocked items (consumers)
- 1
Tell us within 14 days
Email us no later than 14 days after your delivery day, listing your reference and the items coming back.
- 2
Get them back to us
Within 14 days of emailing, return the items unused, uncut, unfixed, untreated, dry and in sellable condition. You pay for the return and we'll give you the address. Prefer us to collect? We'll quote the cost first.
- 3
Money back
When the items arrive and pass our check, we refund them within 14 days, plus standard delivery if every item came back, to the card you used.
Things we can't take back
Only items we keep in stock can be returned. Special orders, and timber cut or made to your measurements, can only come back if faulty. Returns that are used, cut, fixed, treated, split, warped because it was stored badly, or otherwise not resaleable may be refunded at a reduced amount, down to nothing.
Bought for a business?
The return rights above are for consumers. Email us anyway and we'll help where we reasonably can.
Missing, broken or wrong items
Email us on the day the timber arrives, with photos and your reference. We'll send what's missing or swap what's wrong, or give you your money back instead. Your statutory rights are unaffected.
Where does my refund go?
Back to the card you paid with. Some banks take a few days to show it.
Who we are
This website and shop belong to Buy Fencing Newcastle, Newcastle upon Tyne. Contact: info@buyfencingnewcastle.co.uk.