Last updated: June 2026
We want every customer to be happy with their order. If something isn’t right — whether you’ve changed your mind, ordered the wrong item, or received goods that aren’t as expected — please get in touch as soon as possible and we’ll do our best to put it right.
To start a return or report a problem, please contact us:
Phone: 020 8801 9090
Email: info@sjwackett.co.uk
Consumer customers (private individuals)
14-day right to cancel
If you bought your goods online, by phone or by email as a private individual, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have 14 days from the date you receive your goods to notify us that you wish to cancel, and a further 14 days to return the goods to us.
To cancel, please contact us by phone or email before the 14-day deadline. You don’t need to give a reason.
Items that cannot be cancelled or returned
By law, the 14-day cancellation right does not apply to the following:
- Cut-to-size items — timber, sheet materials or mouldings cut to a length, width or shape specified by you
- Special-order items — goods ordered specifically for you from our suppliers and not part of our regular held stock
- Custom-treated items — goods treated, primed or finished to a non-standard specification at your request
- Goods that have been mixed inseparably with other items after delivery (e.g. cement or sand opened and combined with other materials)
We will always confirm at the point of order if your item falls into one of these categories so you know before paying.
Returning the goods
If you cancel, you are responsible for returning the goods to us at our yard in good, resaleable condition, with all original packaging intact, within 14 days of notifying us. Goods must not have been used, fitted, cut, treated or modified.
Return delivery costs: You are responsible for the cost of returning the goods unless the goods are faulty or were not as described. For large or bulky items, we may be able to arrange collection at cost — please contact us for a quote.
Refunds
Once we have received the returned goods and inspected them, we will refund the price you paid (including the original standard delivery cost) to your original payment method within 14 days. If returned goods show signs of use or damage beyond what was necessary to inspect them, we reserve the right to deduct a reasonable amount from your refund to reflect the reduction in value.
Faulty or incorrectly described goods
Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose, and as described. If your goods are faulty, damaged on arrival, or do not match the description on our website, please contact us within 30 days and we will arrange a repair, replacement or refund as appropriate. For faults reported within 30 days you have a short-term right to reject and obtain a full refund. Beyond 30 days, additional rights apply for repair or replacement in the first six months.
We will cover the cost of return delivery for faulty or wrongly-described goods.
Trade customers (businesses)
If you are buying in the course of a trade, business, craft or profession (including builders, joinery firms, contractors, housing associations and local authorities), the statutory consumer cancellation rights described above do not apply. Trade orders are governed by the contract terms set out in our Terms & Conditions.
As a matter of goodwill, we will normally accept returns of unused, undamaged, full-pack standard stock items from trade customers within 14 days of delivery, subject to:
- A restocking charge of up to 20% of the goods value, to cover handling and re-stock costs
- Goods being returned at your cost in their original packaging and resaleable condition
- The items being part of our regular held stock (not special-order, cut-to-size, or custom-treated)
For faulty or wrongly-described goods supplied to trade customers, the same rights apply as for consumers — please contact us as soon as possible and we will arrange repair, replacement or refund.
Damage on delivery
Please inspect your delivery on arrival and note any visible damage on the delivery note when signing for the goods. If you discover damage after the driver has left, please report it to us within 48 hours by phone or email, with photographs where possible. Damage reported after this window may be more difficult to claim back from our carriers.
How to contact us about a return
The fastest way to sort out any return or issue is a quick phone call:
Phone: 020 8801 9090 (Mon–Fri 7:00am–4:30pm, Sat 8:00am–12:30pm)
Email: info@sjwackett.co.uk
Please have your order reference (e.g. #1001) ready when you contact us — you’ll find this on your order confirmation email.
This policy does not affect your statutory rights.