Returns & exchanges

Ordered too much? Send it back.

We're the retailer, not the manufacturer, so we apply each brand's own returns policy. Whatever they allow, you get. The one rule that never moves: made-to-order items can't be returned unless they're faulty.

Start a return

Rule one

Made-to-order cannot be returned unless faulty

Bespoke girths, non-standard RAL finishes, radius gutters, hoppers, fabricated coping and cast iron are manufactured for your job and cannot be resold. Once they are in production they are yours, unless something is wrong with them. We flag every made-to-order line before you buy, and it is marked on your order confirmation.

Rule two

We match every manufacturer's return policy

On stocked items we apply the brand's own terms — their window, their restocking fee, their condition requirements. We do not shorten them and we do not add charges of our own. Check the brand table below, or ring us and we will read you the policy that applies to your order.

Return rules by brand

Each manufacturer sets its own window and restocking terms. We apply theirs, unchanged.

Brand Return window Restocking fee Made-to-order items Collection
AGD Signature 14 days 35% Any made-to-order or non-standard colour, size or fabrication: non-returnable once made return carriage at customer's cost, or by arrangement
Alumasc 14 days 35% Any made-to-order or non-standard colour, size or fabrication: non-returnable once made return carriage at customer's cost, or by arrangement
ARP 14 days 50% Any made-to-order or non-standard colour, size or fabrication: non-returnable once made return carriage at customer's cost, or by arrangement
Hargreaves Foundry 14 days 35% Any made-to-order or non-standard colour, size or fabrication: non-returnable once made return carriage at customer's cost, or by arrangement
Lindab 14 days 35% Any made-to-order or non-standard colour, size or fabrication: non-returnable once made return carriage at customer's cost, or by arrangement
Dales Fabrications 14 days 35% Any made-to-order or non-standard colour, size or fabrication: non-returnable once made return carriage at customer's cost, or by arrangement

How to return something

Same three steps whichever brand it is — but check the policy above first

1

Tell us within the window

Start a return online or email sales@aluminiumguttersdirect.co.uk with your order number and what you want to send back. We issue a returns number the same working day.

2

Pack it as it arrived

Original packaging, ends protected, returns number written on the outside. Aluminium and cast items mark easily in transit and damaged returns are credited at a reduced rate.

3

Send it or book a collection

Your own courier, a manufacturer drop-off we arrange, or a collection we book for you. Credit is issued within five working days of the goods arriving and passing inspection.

Your legal rights

Consumer Rights Act 2015 · Consumer Contracts Regulations 2013

  1. Faulty, not as described, or not fit for purpose

    Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. Where they are not, you are entitled to reject them within 30 days of delivery for a full refund. After 30 days and within the first six months you are entitled to a repair or replacement, and to a refund if that fails. Return carriage, collection and replacement are at our cost, never yours. This applies to made-to-order and bespoke goods exactly as it applies to stock.

  2. Change of mind on non-faulty goods

    A change of mind is not a fault, and the Consumer Rights Act gives no right to return non-faulty goods. Consumers buying online do have a separate statutory right: under the Consumer Contracts Regulations 2013 you may cancel a distance purchase within 14 days of delivery and return the goods at your own cost. Beyond that period, and for business customers at any point, any exchange or credit is offered by the manufacturer as goodwill — which is why windows, restocking fees and conditions differ brand to brand in the table above. Goodwill can be withdrawn; it is not a right.

  3. Bespoke and made-to-order goods

    Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 excludes goods made to the consumer's specification, or clearly personalised, from the 14-day cancellation right. Bespoke girths, radius gutters, fabricated coping, non-standard finishes and cast iron produced against your order fall within that exclusion and cannot be returned or exchanged once in production. Your rights over faulty, misdescribed or unfit bespoke goods are unaffected — clause 01 applies in full.

  4. Business and trade purchases

    The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 protect consumers. Where you buy in the course of a business — installers, contractors, developers and specifiers included — the Sale of Goods Act 1979 governs the contract instead, and there is no statutory cooling-off period. Trade returns are handled under the manufacturer policies set out above.

Windows in the table above run from the date of delivery, not the date of order, and we apply the manufacturer terms in force on the day you ordered. This summary is provided for guidance and does not restrict your statutory rights. For free independent advice contact Citizens Advice on 0808 223 1133.

Damaged or short delivery

Different process, much tighter clock. Do not sign for it clean if it is not.

  1. Check the pallet before the driver leaves and note any damage on the delivery paperwork.
  2. Tell us within 48 hours of delivery, with photographs of the packaging and the goods.
  3. Keep everything, including the packaging, until we have resolved it.
  4. Replacements for damaged stock lines are despatched the same day wherever possible — we do not wait for the return to arrive.

What we cannot take back

Because it cannot be resold to the next customer.

  • Cut, drilled, fitted or part-installed goods.
  • Bespoke manufacture: non-standard girths, radius gutters, hoppers, swan necks.
  • Bespoke and non-standard RAL finishes, and colour-matched items.
  • Cast iron made to order, unless faulty.
  • Sealants, adhesives and consumables once opened.
  • Anything returned without a returns number, or outside the brand window.

Ready to send something back?

Have your order number to hand. Not sure whether an item is stock or made to order? It's marked on your order confirmation. Or ring us and we'll check in seconds.

Start a return Ask a question