Returns/Cancellations
1. Eligibility for Returns
1.1 Unwanted Items:
Customers may return unwanted items within 14 days of the purchase date, provided the items are:
Unused and in their original condition.
In the original packaging, with all tags and labels attached.
Accompanied by the original receipt or proof of purchase.
1.2 Exemptions:
Certain items are exempt from being returned unless they are faulty or not as described. These exemptions include:
All coloured paints and renders that are tinted specifically to the customer’s request. Once these items have been ordered and mixed using specialist tinting equipment, they cannot be returned.
Items that are cut to measure, such as verge trims, beading, and insulation. Once these items have been processed, they cannot be cancelled or returned.
Non-stock items and all bagged items. Once these items have been accepted by the Company and delivered to the customer, they cannot be returned. No allowance will be made for special items if they are subsequently returned.
2. Return Methods
2.1 In-Store Returns:
Unwanted items can be returned to any of our physical store locations. Please bring the item(s) along with the original receipt or proof of purchase.
2.2 Online Returns:
For items purchased online, you can return the item(s) by post to any of the EWI Store branches. Please include a copy of the receipt or order confirmation email. The addresses of our branches can be found on our website or by contacting our customer service team.
3. Refunds
3.1 Processing Refunds:
Once we receive your returned item(s), we will inspect them to ensure they meet the return criteria. If approved, we will process your refund within 14 days of receiving the return. The refund will be issued to the original payment method used during the purchase. Please note that a 20% restocking fee will be deducted from the refund amount for returns of unwanted items.
3.2 Shipping Costs:
If the return is due to a change of mind or an unwanted item, the customer is responsible for the cost of return shipping. If the item is faulty or not as described, we will cover the return shipping costs.
4. Faulty or Not as Described Items
Under the Consumer Rights Act 2015, customers have the right to return items that are faulty or not as described. These items can be returned within 30 days of purchase for a full refund. After 30 days, you may still be entitled to a repair or replacement, or if this is not possible, a partial refund.
5. How to Initiate a Return
To initiate a return, please follow these steps:
Contact our customer service team at [email protected] or 0203 3974067 to inform us of your return and receive any additional instructions.
Prepare the item(s) for return, ensuring they meet the eligibility criteria outlined above.
Return the item(s) using your preferred method (in-store or by post).
This Return of Unwanted Items Policy complies with UK law, including the Consumer Rights Act 2015,
