Returns Policy

1. How to return a product

If you need to return an item please contact the branch you ordered from, or our customer service team. Find a branch

Contact customer services

Call our Customer Services team on 02476 608235
Monday – Friday: 7.00am - 6.00pm
Email us at: customer.feedback@jewson.co.uk
Write to us at: Customer Services, STARK Building Materials UK Limited, Merchant House, Binley Business Park, Harry Weston Road, Coventry CV3 2TT

2. Your cancellation rights of the Contract and return of the Goods

If you have ordered Goods on our website or over the phone, your right to cancel the contract starts from the date your order has been accepted, when we either email you to accept your order or we deliver the Goods to you or when you collect the Goods, which is the date the contract between us is formed. You will need to notify us of your cancellation within 14 days of receiving the Goods and return the Goods to us within a further 14 days (28 days in total). During this period, you may cancel your order and receive a full refund provided the Goods are returned to us in accordance with the requirements in this cancellation clause below and if the order is click and collect subject to the terms in the click and collect clause. This clause does not affect your right to return faulty or miss-described goods. Without affecting your cancellation rights, you can cancel your order for Goods at no cost, at any time before we dispatch the Goods, or any time before the confirmed availability for collection time for click and collect orders.

To exercise your right of cancellation Goods must be returned to any Jewson branch and you must provide us with details of the Goods ordered, your contact details and the reason for the cancellation. You may only return Goods to us during our branch opening hours, which are subject to change and each branch is subject to their own opening times. Please see here for our branch opening times.

Full refunds will only be issued when we have received the Goods back in a resalable condition. This means they should be in their original packaging, unused, and undamaged and with a copy of the invoice included. You must take reasonable care to ensure the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause.

If you do not return the Goods as required under this clause, we may charge you a sum not exceeding our reasonable direct costs of recovering the goods and/or replacing any goods that are damaged. If the Goods are faulty we will refund the cost of standard delivery only, or use our own collection service to collect the items.

Once you have notified us that you are cancelling the contract and returned Goods in accordance with the above, we will refund or credit your account as soon as possible and no later than 14 days after receiving them back. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

3. Can Jewson collect the product from my site?

You may have had a product delivered to your site by Jewson, if you need to return one of these products please contact the branch you purchased the product from so that we can arrange a timely collection from your site and arrange a credit or refund.

Where we have arranged to collect goods from your customer's site or home, it may be appropriate to apply a collection charge to cover the cost of transport. This will be discussed with the local branch when you contact them.

4. Faulty products

If goods are faulty then please return the product as soon as possible so we can quickly arrange a credit or refund and inform the supplier on your behalf.

5. Returning specialist products/those delivered direct from our suppliers

If you need to return an item that's been delivered directly by one of our suppliers, please speak with our Customer Services Team on 02476 608235. They will assist you with your return. Please note, returns on items supplied directly from our suppliers may incur a restocking fee which the Customer Services Team will discuss with you.

Herschel infrared heating products

Herschel at their discretion will allow goods to be returned within 30 days of delivery for a credit note to the value of the purchase less 10% re-stocking charge. All returns to be made at the buyers expense. Goods will not be accepted if the packaging or goods are damaged in any way. This does not apply to any bespoke or special orders (such as made to order picture panels or non-stock items).

Refunds will be made within two weeks of receiving the returned goods using the original method of payment. The goods must be returned in their original condition. Any complaints relating to defects or damage which would be immediately apparent on inspection of the packaging must be lodged with the Company in writing within 24 hours of receipt of the Goods, after this time period the buyer shall be responsible for any damages.

Returning Grufekit Sedum Roofing

Due to the living nature of GrufeKit Sedum Roofing products we are unable to offer refunds on delivered Goods except where; Goods are faulty or delivered damaged, where your rights are set out in the STARK Building Materials UK Limited Terms & Conditions of Sale. It is the Customer’s responsibility to report any issues with the Goods to ANS Global (www.ansgroupglobal.com) on 01243 545818 within 24 hours of receipt.

To prevent any damage to the Goods, the packaging must be removed immediately once received by the Customer to ensure the Goods are not adversely affected by the wrapping.

Damages, faults, quality issues or delivery errors not reported within 24 hours of receipt will not qualify for return, replacement or refund.

Please remember Sedum green roof plants will have varying appearances depending on time of year and therefore may not arrive as you expect. Images used online show plants grown on/at their seasonal peak of performance.

Returning Rainwater Harvesting Company Products

Due to nature of Rainwater Harvesting products, the following return restrictions apply;

For trade customers - If you are not 100% happy with your product, you may cancel the sales contract within seven (7) days of delivery for a full refund or exchange. The product must be returned to us in its original condition and packaging within fourteen (14) days of delivery.

For non-trade customers - If you are not 100% happy with your product, you may cancel the sales contract within fourteen (14) days of delivery for a full refund or exchange. The product must be returned to us in its original condition and packaging within fourteen (14) days of delivery.

Refunds will be made within two weeks of receiving the returned goods using the original method of payment. All goods must be returned in their original condition. If items or packaging have been used or damaged we reserve the right to apply a restocking or repair fee and this will be deducted from the refund.

All return shipping costs are at your expense and are non-refundable.

Returning Rolawn Bulk Items

The refund will be made within two weeks of receiving the returned goods using the original method of payment. The goods must be returned in their original condition.

Returning the goods is at your own expense and is non-refundable. If items or packaging have been used or damaged we reserve the right to apply a restocking or repair fee and this will be deducted from the refund. Your notice of cancellation policy is supplied with your email receipt.

Returning Garador Products

For all customers - All Garador doors are made to order, and therefore, once delivered are unable to be returned unless the goods are damaged.

If you want to know more about the returns policy of Garador products before ordering, or if you want to report a damaged order, please contact our Customer Services Team on 02476 608235.

Returning Heritage Doors Products

For all customers - Returns are not possible on customised doors, except when they are faulty or damaged.

If you want to know more about the returns policy of Heritage Door products before ordering, or if you want to report a damaged order, please contact our Customer Services Team on 02476 608235.