Cancellation & Returns Policy

For our full cancellation and returns policy, please see our Terms and Conditions.

To contact us to with any general enquiries or to cancel your order or to discuss returning goods, please contact us by email to info@eurobrick.co.uk or by telephone 0117 971 7117. If possible, please use your order number as a reference and provide full contact details.

CANCELLATION AND RETURNS FOR CONSUMERS

For most of our goods bought online, or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the standard delivery costs.

However, the following goods are excluded from our cancellation policy:

  • goods that are made to your specifications/measurements, provided to your requirements or are clearly personalised (bespoke goods);
  • you have used or installed the goods; or
  • they have become mixed inseparably with other items after their delivery.

If you change your mind about a product you must let us know no later than 14 days after the day we deliver your goods. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team on Tel: 0117 971 7117, email: info@eurobrick.co.uk, fill in the online form at https://www.eurobrick.co.uk/contact or fill out and print-out our model cancellation form and post it to us at Euro Brick Systems Limited, Unit 5, Newbridge Trading Estate, Newbridge Close, Bristol, BS4 4AX.

You have to return goods to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:

  • bring the product to us at our premises. You will need your email receipt or invoice and the card you paid with.
  • send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you do not do this and we do not receive the goods at all or within a reasonable time we will not refund you the price.

If you are using a courier service to return the goods to us, we advise you to take photographs of the condition of the goods before returning them in case they are damaged by the courier in transit.

For help with returns, including our collection arrangements for goods please contact our Customer Service Team on Tel: 0117 971 7117 or email info@eurobrick.co.uk Please note that if you ask us to collect the goods you will be responsible for our direct collection costs.

We only refund standard delivery costs. We do not refund any extra you have paid for express delivery or special deliveries at a particular time.

We reduce your refund if the product’s condition is not “as new”, the product-branded packaging is damaged or accessories are missing. Our Customer Service Team on Tel: 0117 971 7117 or email info@eurobrick.co.uk can advise you on whether we are likely to reduce your refund.

If you change your mind before goods have been delivered we refund you as soon as possible and within 14 days of you telling us you have changed your mind.

If you are returning goods to us or we have agreed to collect the goods from you we refund you within 14 days of receiving them back from you (or receiving evidence you have sent them to us). We refund you by the method you used for payment. We do not charge a fee for the refund.

Faulty Goods

We honour our legal duty to provide you with goods that are as described to you on our website and brochures and that meet all the requirements imposed by law. If you think there is something wrong with your product, you can return it to us at our premises or contact our Customer Service Team on Tel: 0117 971 7117 or email info@eurobrick.co.uk

CANCELLATION AND RETURNS FOR TRADE AND BUSINESS CUSTOMERS

If you are a business you may at any time prior to dispatch of your order amend or cancel your order by written notice to us.

Please note that you cannot cancel or amend orders for:

  • goods that are made to your specifications/measurements, provided to your requirements or are clearly personalised (bespoke goods); or
  • special order goods or goods which we have to order especially for you.

If you are a business customer, we may accept returns of non-faulty goods in our absolute and sole discretion. You must obtain our written consent before returning any non-faulty goods which must be returned to us at our premises at your expense. All returned goods must be in a resaleable condition and/or within batch date time limits and shall be subject to inspection upon receipt. If we agree to accept the goods back into stock, you shall pay a restocking fee of an amount equivalent to 20% of the price of the goods.

Please note that we will not accept returns for the following:

  • pointing mortar and cement brick slip adhesive
  • goods that are made to your specifications/measurements, provided to your requirements or are clearly personalised (bespoke goods);
  • special order goods which we do not keep in stock or goods which we have to order especially for you; or
  • goods which have a limited shelf life such as certain adhesives.

Delivery & Faulty Goods

If, in respect of an order, we deliver up to and including 5% more or less than the quantity of goods ordered, you shall not be entitled to reject the order.

The quantity and specification of any consignment of goods as recorded by us upon despatch from our or our manufacturer’s place of business shall be conclusive evidence of the quantity and specification received by you on delivery. If there are any problems with the goods or any incorrect quantities, we shall not be responsible nor liable to you unless you indicate so on the delivery note and provide conclusive evidence to the contrary within 7 days of delivery.

You may reject any goods delivered that are faulty provided that you inform us in writing of the defect within 7 days of delivery.

Please return any faulty goods to us. If we find that the goods are faulty we shall, at our option, replace the defective goods, or refund the price of the defective goods in full.

If you are using a courier service to return goods to us, or if we are collecting them from you, we advise you to take photographs of the condition of the goods before returning them in case they are damaged by the courier in transit.

We shall not be liable for faulty goods in all circumstances. Please see our terms and conditions for full details.

Should you have any queries relating to this policy, please email us at info@eurobrick.co.uk, or call us on 0117 971 7117 or write to us at Euro Brick Systems Limited, Unit 5 Newbridge Trading Estate, Newbridge Close, Bristol, BS4 4AX.