Returns & Refunds Policy

We hope you’ll love your purchases, but we understand there may be times when things just don’t go to plan! We’ll happily refund you for any items you return to us in an unused and resalable condition, within 14 days of receipt, however a 20% restocking fee will be taken off your refund amount unless an item is faulty.

You cannot return or cancel orders for the following, unless they are faulty:​

• • Items that are made to measure or cut to size such as timber.​
  • Items that are specially ordered in for you
  • Items such as bulk bags due to cross contamination
  • Clearance/reject items which were sold on an “as-is” basis​

All returned items must be unused, in their original packaging, with a receipt or order confirmation. ​Products which have been installed cannot be cancelled or returned unless faulty.

Paving

We will be unable to refund or replace any slabs which fall under the minimum 5% of acceptable loss. (We advise you allow an extra 5-10% for cuts, breakages and waste).

Any slabs which are damaged can typically be used for offcuts and we recommend using any such slabs in a way where any damaged portion is discarded. This allows you to use the maximum amount of the paving possible without laying anything that could be unsuitable.

Chips to the edges or corners of a slab can occur when unpacking crates or during transportation. These cannot be claimed for. Chips to any corners will not affect the performance of the slab and are typically concealed once the patio has been pointed.

This refund policy applies to the following purchases:​

• • Online at www.swaffhambs.co.uk
  • In-store​

Return to store

Returning your in-store purchase or online order for small items such as paint and screws couldn’t be easier; all you need to do is bring the following:​

• • Your item in an unused and resalable condition​
  • Your receipt or order confirmation​
  • The payment card you used to purchase or place your order with​

Return via a collection​

We understand that it can be tricky to return larger items ordered online, such as indoor and outdoor timber, back to store. In these cases, we’re happy to come and collect them.

Please contact our team, and they will be more than happy to help. We may require you to package the product before collection, to ensure it is safe to return to our store, and a collection charge may apply, plus a 20% restocking charge.

All refunds will be made back to the original payment method.

Exchanges

We will be more than happy to exchange your item/s within 14 days if they are unused and in a resalable condition, and you have your receipt or order confirmation. This doesn’t include the items listed above unless they are faulty. A 20% restocking charge may apply to this.

Faulty products

If your item develops a fault within 14 days of purchasing or receiving it, don’t worry at all, as we’ll offer a full refund or exchange.

• • If you bought your item in store/online please return your item to store.

If your product develops a fault after 30 days but within 6 months of purchase or receipt of the goods, we’ll look to repair or replace the item/s in accordance with the terms of the Consumer Rights Act 2015.