Returns Policy

What you need to know when returning items

1.1. The customer has the right to cancel any product or services except bespoke or specially produced goods which are listed in sub point 4 below. Any cancellation must be made within 7 days from the date of the order being placed.


1.2. Cancellations are not accepted by telephone and must be by one of the following methods:

  • E-Mail to cara@exterior.supplies
  • Letter (to our Correspondence address below). Letters will be deemed to have been received two working days following the postmark date.
  • Correspondence address:
    Exterior Solutions Ltd
    Unit 8, Penn Street Works
    Penn Street
    Amersham
    Buckinghamshire
    HP7 0PX

1.3. The cardholder is liable to all return shipping costs under this right, please contact us for advice if you wish to exercise this right.


1.4. Bespoke or specially produced goods are any order deemed to be produced on an individual basis where the form is manufactured specifically for the order in question and not a normal stock item. All other goods are non-perishable


1.5. Perishable goods are excluded from cancellation under The Consumer Protection (distance selling) regulations 2000 as amended by S1689, 2005.


1.6. Any item that arrives damaged will be collected and replaced within a reasonable period of time (we strive for next day delivery and replacement for many items). All damages / defects must be reported within 3 days from the date of delivery. Before reporting any damage to timber products do consider that in many cases minor damage can sometimes occur as the length and weight of the package can weigh over 1 tonne. Any broken materials must be pictured in situ and in the original packaging. Any shortages must be reported before the goods have been used or laid.


1.7. Exterior Solutions Ltd will arrange collection of unopened and undamaged materials at a re-stocking charge of 30% plus the standard delivery cost to the collection post code. Bespoke or Special orders cannot be re-stocked.


1.8. Individual items except at items in 4.4 at Exterior Solutions Ltd discretion can be re-stocked if returned to Exterior Solutions Ltd yard. There is a 25-50% re-stocking charge. Any refund will only be given as a store credit and not in cash. All returned good must be in a good and resalable state.


1.9 All returned / exchanged products (including the boxes) must be in their ORIGINAL CONDITION and they must be in their ORIGINAL PACKAGING. N.B. – DO NOT TAPE UP, OR WRITE ON BOXES. They must also be suitably packaged. Customers are advised to obtain and complete a ‘certificate of postage’ form stamped by the Royal Mail before returning item. Responsibility of the goods remains that of the customer until safely received by Exterior Solutions Ltd who accepts no liability for goods lost in transit back to our warehouse.