Return's Policy
The Fencing Warehouse
We recognise that occasionally a product may not be suitable for your needs. For this reason, The Fencing Warehouse provides a clear and transparent returns policy for UK online purchases. Please review the details below to ensure you understand the process and how it applies to timber and fencing products.
Returns Timeframe
You may request to return items within 30 days of the delivery date, in accordance with your statutory rights under the Consumer Rights Act 2015.
If you would like us to arrange collection of the goods, you must notify us within 15 days of delivery. Once collection has been requested, we will organise pickup within a further 15 working days, subject to applicable collection charges.
Return Eligibility Criteria
To qualify for a return and refund, all of the following conditions must be satisfied:
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Products must be unused, uninstalled, and in a clean condition suitable for resale.
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Items must not be bespoke, made-to-order, or customised (as specified on the product listing), unless faulty or not as described.
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Concrete products are excluded from collection services due to handling and transport limitations.
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Delivery charges are non-refundable.
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Perishable goods (including Postmix or other time-sensitive materials) cannot be returned.
Once returned goods are received and inspected, eligible refunds will be processed within 14 working days.
Return & Restocking Fee
All approved returns are subject to a 25% return and restocking fee, calculated based on the original product value.
This fee covers handling, inspection, repackaging, and administrative costs associated with processing returned fencing materials. The fee will be deducted from the total refund amount.
Refund Processing
Refunds will always be issued back to the original payment method used at checkout, minus any applicable return, restocking, collection, or refusal fees.
Return Shipping Responsibility
Where items are no longer required or were ordered in error, the customer is responsible for arranging and covering the cost of return shipping.
All goods must be securely packaged and, where appropriate, insured in transit, as The Fencing Warehouse cannot accept liability for damage sustained during return transport.
Collection Service (Optional)
If preferred, we can arrange collection of eligible returned items.
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Collection is charged at 20% of the return value or £50 (whichever is greater).
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This charge is separate from the 25% return/restocking fee and will also be deducted from the refund.
Refused or Cancelled Deliveries
If an order has already been loaded and dispatched for delivery but is refused or cancelled upon arrival, a 20% restocking/refusal fee will apply to cover incurred logistics and handling costs.
Delivery & Collection Costs
Our delivery and collection charges are calculated to offset the operational costs associated with transporting large, heavy fencing materials. These fees do not represent a profit stream and only contribute toward the expense of handling bulky goods.