Refund policy
We have different return and refund policies for personalised and non-personalised products. If you are unsure which applies to your order please contact us at info@recosurfaces.com or call us on +44 (0)1205 769002.
Important: You will need to contact us at info@recosurfaces.com as soon as possible with your returns request and within the guidelines given below. You will be issued with a returns reference number before you are able to return the goods to us. Without a reference number we may not be able to process any refunds.
If you are returning goods to us we ask that no tape or abrasive materials are used in the packaging to avoid any damage to the products. We recommend using the packaging that your items were delivered in for the best protection. If they are returned damaged we may not be able to issue a refund. Products supplied rolled must be returned within 3 days or unrolled and stored flat until collection is arranged to prevent damage.
On Sale Items:
Order no longer required:
If your order has not yet entered production you can amend or cancel your order. If the products have already entered production the order cannot be cancelled. To check the status of your order please call us on the number listed above ASAP. If you still wish to cancel the order we can refund you minus a restocking fee of 15% of the value of the order plus any delivery charges already incurred. If the products have already been delivered it will be at your cost to return the products to us and they must be returned within 14 days and arrive with us in perfect condition. After inspection of the returned items we will then issue you with a refund minus a restocking fee of 15%.
Order has arrived damaged:
You must inform us within 24 hours of receiving the order of any damage with the product. Once you have contacted us we will arrange for a refund and, if the product is still in stock, we may be able to offer a direct replacement. If the product was on a promotion and no longer in stock we may only be able to offer a alternative product or refund. We are unable to offer both a replacement product and a refund and will arrange for the products to be collected. We will request photographs of the damage for reference.
Order has arrived and is incorrect:
In the rare case that you may have received the wrong product you must contact us within 48 hours. Once you have contacted us we will arrange for a refund and, if the product is still in stock, we may be able to offer a direct replacement. If the product was on a promotion and no longer in stock we may only be able to offer a alternative product or refund. You must be able to provide a photograph of the products you have received. The products must be returned in perfect condition with no damage.
Order has arrived and is faulty:
If the product has any manufacturing fault you must report this within 48 hours of delivery. Once you have contacted us we will arrange for a refund and, if the product is still in stock, we may be able to offer a direct replacement. If the product was on a promotion and no longer in stock we may only be able to offer a alternative product or refund. If the product has been installed we are unable to offer a refund or replacement product. We may request photographs of the product or will arrange a site visit.
Standard Products ordered from the Reco Website
Order no longer required:
All Reco Surfaces Ltd products are manufactured to order and therefore are exempt from the 14-day cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If your order has not yet entered production, it may be possible to amend or cancel your order by contacting us immediately using the number provided above. Once production has commenced, cancellation is not permitted.
Where Reco Surfaces Ltd agrees, at its sole discretion, to cancel an order prior to dispatch, a restocking and administration fee of 15% of the total order value, plus any delivery costs already incurred, will be deducted from the refund. If goods have already been delivered, it is the customer’s responsibility to return the products at their own cost within 14 days. Returned goods must arrive in perfect, resaleable condition. Following inspection and approval, a refund will be issued minus a 15% restocking fee.
Order has arrived damaged:
You must inform us within 24 hours of receiving the order of any damage with the product. Once you have contacted us we will arrange for either for a replacement product or refund. We are unable to offer both a replacement product and a refund and will arrange for the products to be collected. We may request photographs of the damage for reference.
Order has arrived and is incorrect:
In the rare case that you may have received the wrong product you must contact us within 48 hours so we can arrange for a replacement and collection. You must be able to provide a photograph of the products you have received. The products must be returned in perfect condition with no damage.
Order has arrived and is faulty:
If the product has any manufacturing fault you must report this within 48 hours of delivery. We will arrange to collect the product and will offer a refund or replacement. If the product has been installed we are unable to offer a refund or replacement product. We may request photographs of the product or will arrange a site visit.
Bespoke products available to Trade Only customers
Order no longer required:
If your order has not yet entered production you can amend or cancel your order. If the products have already entered production the order cannot be cancelled.
Order has arrived damaged:
You must inform us within 24 hours of receiving the order of any damage with the product. Once you have contacted us we will arrange for either for a replacement product or refund. We are unable to offer both a replacement product and a refund and will arrange for the products to be collected. We may request photographs of the damage for reference.
Order has arrived and is incorrect:
In the rare case that you may have received the wrong product you must contact us within 48 hours so we can arrange for a replacement and collection. You must be able to provide a photograph of the products you have received. The products must be returned in perfect condition with no damage. If the product matches what was provided as part of the personalisation and the error was made by yourself we are unable to offer a refund or replacement. Please see the details in the full terms and conditions on personalised products.
Order has arrived and is faulty:
If the product has any manufacturing fault you must report this within 48 hours of delivery. We will arrange to collect the product and will offer a refund or replacement. If the product has been installed we are unable to offer a refund or replacement product. We may request photographs of the product or will arrange a site visit.
If you wish to report any other issue with your order please contact us on the phone number or email listed below with your order number and the details of the problem. We aim to acknowledge your request within 14 working days and will resolve any issues within 28 days.
