Refund policy
This refund and returns policy applies to orders placed on this website with Retail Fixtures Co (a trading name of Express Matting Services Ltd).
Refunds at a glance
| Return window | 14 days from the day you receive your order |
| Return method | Email us first for the return address and instructions, then send by a tracked service |
| Restocking fee | None |
| Refund processing time | Within 5 business days of us receiving and inspecting the return |
| Refund route | To your original payment method |
| Return postage — change of mind | Paid by you |
| Return postage — faulty, damaged or incorrect items | Paid by us |
| Exchanges | Available on request, subject to stock |
How to start a return
Please email sales@retailfixtures.co.uk with your order number and the items you would like to return before sending anything back. We will reply with the return address and instructions.
Change of mind
You can return an item within 14 days of receiving it. To be eligible for a refund, items must be unused, unassembled and in their original condition and packaging. You are responsible for the cost of returning the item and for its safe arrival with us, so please use a tracked service and keep proof of postage.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order at any time from when you place it until 14 days after you receive the goods, without giving a reason. To cancel, email sales@retailfixtures.co.uk with your order number. If you cancel before dispatch, we refund you in full. After you tell us you are cancelling, please return the goods within 14 days.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty or is not what you ordered, please 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.
Your legal rights
Under the Consumer Rights Act 2015, if goods are faulty, not as described or not fit for purpose, you have a short-term right to reject them and receive a full refund if you tell us within 30 days of receiving them. After that, you can ask us to repair or replace faulty goods, and if that is not possible you may be entitled to a price reduction or refund.
Items that cannot be returned for change of mind
Items made or cut to your specification, and items that have been assembled, installed or otherwise altered, cannot be returned for change of mind. This does not apply to faulty items.
Condition of returned items
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.
Delivery charges
UK delivery is free, so there is no delivery charge to refund. Return postage is covered as set out above.
Refund processing
We will email you once your return has arrived and been inspected and let you know whether it has been accepted. Accepted refunds are made within 5 business days to the original payment method. Your bank or card provider may take a few extra days to show the credit.
Your statutory rights
This policy does not affect your statutory rights.
Contact us
Email sales@retailfixtures.co.uk or call +44 1282 270214 (Monday to Friday, 08:30–17:00). You can also write to us at Retail Fixtures Co, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom.