Customer Service
Our Customer Service Team are keen to help with any query or request you may have and they are contactable via email at sales@flexibleducting.com or on 01380 270 010.
Returns Policy
Item is damaged on delivery
If you have received an item that is damaged please report this to us within 48 hours. When you contact us please have to hand your order reference number. We will then arrange to collect the damaged item and send out a replacement as soon as the damaged item is received at our warehouse. As a general guide, you should have the replacement within 3 days of the return of the damaged item arriving with us.
Cancellations
Please ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.
As standard you can cancel your order at any time from point of ordering up to the delivery date. To do this, please call us on 01380 270 010 as we may not be able respond to your email within the cancellation period. You can return item(s) within 7 working days from the date of receiving the goods, without giving a reason.
Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly.
If you wish to return an item to us please see the returns section below for details of how to do this.
Returns Information
Item no longer required
If you are not satisfied with your purchase for any reason, you have the right to cancel your order within 7 working days from date of delivery. To exercise your right of cancellation you must give written notice by e-mail, giving details of goods ordered and the delivery details.
If you have received an item that you no longer require you are able to return it to us within 7 days. The item must be unused and in its original packaging and must be in a resalable condition. We reserve the right not to accept any products where the packaging is damaged or defaced and therefore unsuitable for resale. Please complete the form on the contact us page to inform us that you wish to return an item, ensuring you quote your order reference number and contact details. The collection charge for any returns will be from £12.50 if you require us to pick up the item. This cost covers the return of the item from your address to our warehouse, admin, inspection and reboxing/repacking the item, this must be paid prior to any collection being processed. We will refund your money on orders within 10 days of cancellation less any delivery cost. We do not accept returns after 7 days. Upon receiving your delivery please check to make sure if the order is correct and working, if it is faulty you have 7 working days to return the product.
You can of course return the item back to us yourself. Should you decide to return goods yourself this way this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Please complete the form on the contact us page and you will receive an email back with details on how to do this. If the item(s) is/are returned within 7 days of delivery you will be refunded in full providing the item is in it's original packaging. Once your item is returned to our warehouse it will be checked and then a credit issued back to your credit/debit card within 10 working days.
If the item is returned within 7 days we will charge a £9.99 admin fee for the processing of the return and the card transaction costs in refunding your card. All refunds take approximately 7 days to go back on to your card.
Exchange
Should you wish to exchange a tap for a different finish or different style please call us on 01380 270 010 and we can arrange a collection and exchange. Any additional costs or refunds in terms of delivery or a different model or finish can be paid for by phone with one of our specialist team members. The returned item must be undamaged, in it's original packaging and in a resalable condition. Please contact us within 48 hours of receiving the item.