Refund policy
Need to return an item or request a refund? Our Manchester team can help with unwanted materials, damaged deliveries and product faults.
How to request a return
- Email info@majestic-materials.com with your order number, name, items and quantities you wish to return. For a fault, damage or incorrect item, photographs help us assess the issue.
- We will explain the next steps, return address and any applicable collection costs or voluntary-return fee before you arrange the return.
- Package the goods securely and keep proof of return. You can also arrange a warehouse return with our team.
You can also call 0333 880 9283 or contact us on WhatsApp. A clear statement that you wish to cancel is sufficient for a statutory cancellation; you do not need our approval or a particular form to exercise that right.
Changing your mind: online and telephone orders
If you buy as a consumer, you normally have 14 days after receiving your goods to tell us you wish to cancel, followed by a further 14 days to send them back. For an order delivered in separate parts, the cancellation period normally runs from receipt of the last item. You do not have to give a reason.
You may inspect the goods as you would in a shop. Opening packaging does not automatically remove your cancellation rights. Please avoid installing, cutting or using materials you intend to return.
No restocking or cancellation fee applies when you exercise your statutory cancellation right. Where legally permitted, we may deduct an evidenced loss in value caused by handling beyond what is necessary to inspect the goods. This is based on the actual loss, not an automatic percentage.
Our 30-day returns offer
In addition to your statutory rights, we offer returns within 30 days of delivery for unused, uninstalled standard goods in their original condition and packaging. Contact us to arrange the return. This additional offer does not restrict your legal rights.
When a 10% restocking fee may apply
For a voluntary change-of-mind return outside your statutory cancellation rights, a 10% restocking fee on the price paid for the returned goods may apply at our discretion. This helps cover the extra work of checking and counting materials, inspecting their condition, repacking where needed and returning them to saleable stock.
We will explain any proposed fee and agree it with you before arranging a voluntary return. It will only apply where lawful and fair; it is not a blanket charge on every return. It does not apply to statutory cancellations or returns of faulty, damaged, incorrect or misdescribed goods where you are exercising your legal rights.
Faulty, damaged or incorrect goods
Please contact us promptly if something is wrong. Reporting visible delivery damage within 48 hours helps us investigate, but this is not a deadline that removes your statutory rights. Original packaging is helpful but is not a condition of a valid faulty-goods claim.
Consumers normally have a 30-day short-term right to reject faulty goods. After that, repair or replacement may be the appropriate first remedy, with further refund rights where the law provides. We will cover reasonable return costs for goods that are faulty, incorrect or not as described. Product warranties are additional to your statutory rights.
Return delivery and collections
For change-of-mind cancellations, you are responsible for direct return costs only where this was properly disclosed before purchase. Long boards and bulky materials may need specialist transport. Contact us for collection arrangements and a cost quotation; do not send goods to a supplier or arrange an unconfirmed collection address.
We will not deduct an undisclosed collection charge. If the law requires us to bear the return cost, we will do so.
Refund timing
For statutory cancellations, we refund without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Different rules apply where we have offered to collect the goods. Refunds use the original payment method unless agreed otherwise, without a refund-processing fee.
When you cancel the whole order under your statutory rights, we also refund the standard outbound delivery charge. Any extra amount paid for an upgraded delivery service need not be refunded. For accepted voluntary returns, we aim to process the refund within 14 days of receiving the goods, less any lawfully agreed fee.
Made-to-measure and business purchases
Goods genuinely made to your specifications or personalised may be exempt from the change-of-mind cancellation right. This does not affect rights if they are faulty or misdescribed. A standard product is not automatically exempt simply because it was ordered in for you.
Business purchases are subject to the agreed business terms and applicable law. Having a trade account alone does not determine whether a purchase is a consumer or business purchase.
Return address and opening hours
Majestic Materials
Unit 1B Invar Road
Wardley Industrial Estate
Worsley, Manchester
M27 9HF
- Monday–Friday: 8am–6pm
- Saturday: 10am–1pm
Please contact us before visiting with a return so we can arrange assistance.
0333 880 9283 · WhatsApp: 0161 706 1875
info@majestic-materials.com