This policy explains how to cancel an order placed on this website with Retail Fixtures Co (a trading name of Express Matting Services Ltd). It sits alongside our Refund Policy and our Shipping Policy.
Cancellation at a glance
| Who this covers | Orders placed online by consumers and businesses |
| Cancellation window | From the moment you place your order until 14 days after you receive the goods |
| How to cancel | Email sales@retailfixtures.co.uk with your order number |
| Cancelled before dispatch | Full refund, nothing to return |
| Cancelled after delivery | Return the goods within 14 days; you pay return postage for a change of mind |
| Refund route | To your original payment method |
| Refund processing | Within 5 business days of us receiving and inspecting the goods (or of cancellation, where nothing has shipped) |
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order at any time from when you place it until 14 days after the day you receive the goods, without giving a reason. Where an order is delivered in several parts, the 14 days run from the day you receive the last item.
How to cancel
Email sales@retailfixtures.co.uk with your order number and tell us you wish to cancel. You may cancel all or part of an order. We will confirm your cancellation and the next step by email, usually within one business day.
If you cancel before dispatch
If you contact us before your order has been dispatched, we will stop the order and refund you in full, including any amount you paid. There is nothing for you to return.
If you cancel after your order has been delivered
If your order has already arrived, you still have the right to cancel within the 14-day window above. After you tell us you are cancelling, please return the goods to us within 14 days. For a change-of-mind cancellation, you are responsible for the cost of returning the goods and for their safe arrival with us, so please use a tracked service and keep proof of postage. Items should be unused, unassembled and in their original condition and packaging. We may reduce your refund to reflect any loss in value caused by handling the goods more than was necessary to establish their nature, characteristics and function. Our Refund Policy sets out the return process in full.
Made-to-order and bespoke items
Some products, such as wood-effect shelving, bespoke displays and certain bollards and shelters, are made to order to your specification. Where a product page states that an item is made to order, the 14-day change-of-mind cancellation right does not apply once we have started making the item, because it is produced to your requirements. This does not affect your legal rights if an item is faulty, not as described or not fit for purpose. If you need to change or cancel a made-to-order item, contact us as soon as possible and we will tell you what is possible at that stage.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty or is not what you ordered, you do not need to use this cancellation process. Email sales@retailfixtures.co.uk with your order number and photos of the item and packaging, ideally within 48 hours of delivery. We will arrange a replacement or a full refund and we will cover the cost of the return. See our Refund Policy for details.
How we refund you
Refunds are made to your original payment method. Where you cancelled before dispatch, we refund you in full once the cancellation is confirmed. Where goods have been returned, we will email you once your return has arrived and been inspected, and process your refund within 5 business days. UK delivery is free, so there is no delivery charge to refund.
Contact us
Email sales@retailfixtures.co.uk or call +44 1282 270214 (Monday to Friday, 08:30–17:00 UK time). You can also write to us at Retail Fixtures Co, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom. We aim to reply within one business day.