Changes and refunds
What to do if you need to change your order, cancel it, or something isn't right.
Changing an order
Email info@scottfencing.co.uk with your order reference as soon as you can. We'll change quantities or your delivery day where we can. If a change alters the price, we'll tell you the difference before anything is charged or refunded.
Cancelling before delivery
Email us with your order reference and say you're cancelling. If you're a consumer, we'll refund everything you paid within 14 days.
Returning stocked items for a refund (consumers)
- 1
Tell us within 14 days
Email us within 14 days of the day your order was delivered, with your order reference and the items you want to return.
- 2
Send it back in resaleable condition
Return the items within 14 days of telling us. They need to be unused, uncut, unfixed and untreated, kept dry and flat, and in a condition we can sell again. You pay the cost of returning them, and we'll reply with where they go. If you'd rather we collected, we'll tell you the charge before arranging it.
- 3
Get your refund
Once we've received and checked the items, we refund them, along with the standard delivery charge if you're returning the whole order, within 14 days, to the card you paid with.
What we can't take back
Only stocked items can be returned for a refund. Anything we order in specially for you, or cut or make to your sizes, can't be returned unless it's faulty.
If items come back used, cut, fixed, painted, treated, split, warped from poor storage or otherwise not fit to resell, we'll reduce the refund to reflect that, up to the full value of those items.
Business orders
The returns above are for consumers. If you've bought for a business, email us and we'll help where we can.
Missing, damaged or wrong items
Email us on the day of delivery with your order reference and photos. We'll send what's missing or replace what's wrong, or refund it if you'd prefer. This doesn't affect your statutory rights.
How refunds are paid
Refunds go back to the card you paid with. Your bank may take a few days to show it.