Refund policy
HARD LANDSCAPING SUPPLIES LIMITED — RETURNS AND REFUND POLICY
Effective July 2026, Version 1.0
This policy forms part of, and should be read with, our Terms and Conditions of Sale. Nothing in it affects the statutory rights of consumers.
CONSUMER RIGHT TO CANCEL (online and telephone orders)
If you are a consumer (buying as a private individual) and you ordered online or by telephone, you have the right to cancel within 14 days of receiving your goods, without giving a reason — except for the non-returnable goods listed below, which are exempt.
To cancel, email us at sales@hlsupplies.uk with your name and order number. You then have 14 days to return the goods.
We will refund the price you paid plus standard outbound delivery (up to our lowest standard delivery rate) within 14 days of receiving the goods back, or proof that you have returned them.
You must return the goods, or arrange their return, at your own cost. For heavy or bulky goods such as pallets of paving, return carriage can be substantial and is your responsibility.
We may reduce your refund to reflect any reduction in the goods’ value caused by handling them beyond what is necessary to check them, or where goods are not returned unused, in full packs and in their original packaging.
FAULTY, DAMAGED OR INCORRECT GOODS
Please check your goods against the delivery note on delivery. If goods are faulty, damaged in transit, not as described, or the wrong item, contact us at sales@hlsupplies.uk and we will put it right.
Consumers: if goods are faulty or not as described, you have the right to reject them for a refund within 30 days, and further rights to a repair or replacement, under the Consumer Rights Act 2015. These rights are not affected by this policy.
Trade customers: transit damage or shortages must be noted on the delivery note at the time of delivery and confirmed in writing within 72 hours; other defects must be reported within the periods set out in our Terms.
Wrong goods must be reported before they are installed. Once goods are laid, fixed or installed they are treated as accepted, except for a hidden defect that could not reasonably have been found beforehand.
TRADE RETURNS (unwanted goods)
Returns of correctly-supplied, unwanted goods by trade customers are accepted at our discretion. Goods must be unused, in their original unopened packaging, in full packs, and returned within 14 days. A handling and restocking charge of 25% of the invoice value applies, and you pay all collection and haulage costs.
NON-RETURNABLE GOODS
For the reasons given, the following cannot be returned (and, where stated, cannot be cancelled), unless they are faulty, damaged or incorrectly supplied:
- Bulk bags of aggregates and loose products, once delivered — bags are opened, so quantity and freedom from contamination cannot be guaranteed.
- Turf and other living or perishable goods — cut to order and non-cancellable.
- Loose or tipped bulk loads — haulage is booked and chargeable, and loose material is liable to contamination once tipped; non-cancellable.
- Cementitious products, primers and grouts — limited shelf life, and storage conditions cannot be verified once they leave us.
- Paving, edging and kerbs supplied in quantities other than full packs — picked to order and cannot be re-certified once out of the pack.
- Special-order, cut-to-size and bespoke goods — non-cancellable once accepted.
For consumers, most of these are also exempt from the statutory right to cancel (made-to-order, perishable, or inseparably-mixed goods).
WASTAGE
Please order at least 10% extra to allow for the minor chips, blemishes and shade variation natural to stone products. Wastage below 5% of the order is not credited or replaced. This covers cosmetic imperfection only; genuinely cracked, unusable units are handled as damage.
HOW TO START A RETURN
Email sales@hlsupplies.uk with your name and order number. Please do not send goods back before contacting us — returns sent without prior agreement may not be accepted. We will confirm how and where to return the goods. Refunds are made to your original payment method once we have received and inspected the goods; your bank may take a few days to show the refund.