Refund Policy

We want you to be happy with your purchase. If you’re not, just return the product to us at our company address, and we’ll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.

Terms & conditions

  • If you’re unhappy with your purchase, please let us know. Unless faulty, we’d like this to be within 90 days of purchase
  • If you return your item to our company address and you’d like a refund, please ensure you have your receipt or delivery note; we’ll refund the original debit, credit or charge card used to purchase
  • It’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused
  • We’ll refund any delivery charges you’ve paid if you return an entire order (UK orders only)

Products we’re unable to cancel, refund or exchange

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

  • products which have been personalised for you, such as boards or certificates
  • made to order products such as boards or made to measure items
  • downloads, market intelligence reports or other documents that have been opened

Where a product has been specially ordered for you, unless faulty, we’re unable to refund or offer an exchange. We’re unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We’ll make this clear when you place your order.

This does not affect your statutory rights.

Company Details
NHBC House, Davy Avenue, Knowlhill, Milton Keynes, Bucks MK5 8FP Tel: 0844 633 1000
NHBC is registered in England and Wales, company no. 320784.
NHBC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

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