UK Bricks & Slips is a trading name of Chiltern Brick & Tile Ltd.
This Returns & Refund Policy should be read alongside our full Terms and Conditions. It applies to orders placed through our website, by phone, by email, by payment link, or by any other method.
Different rules apply depending on whether you are buying as a consumer or as a business customer.
1. Consumer and Business Customers
For the purposes of this policy:
A Consumer Customer means a private individual buying goods for personal use and not in the course of business.
A Business Customer means a company, sole trader, partnership, contractor, builder, developer, merchant, landlord, trade buyer, or any person buying goods wholly or mainly for business purposes.
2. Consumer Returns and Cancellations
If you are buying as a consumer, you may cancel your order within 14 calendar days of receiving the goods, unless the goods are excluded from cancellation rights.
After notifying us that you wish to cancel, you have a further 14 calendar days to return the goods to us.
You must notify us clearly by email within the 14-day cancellation period.
Returned goods must be:
- Unopened
- Unused
- Undamaged
- In their original packaging
- On their original pallets, where applicable
- In full packs
- In a resaleable condition
You are responsible for the cost of returning the goods to us unless the goods are faulty, damaged on arrival, incorrect, or we have agreed otherwise in writing.
Due to the weight and nature of bricks, brick slips and building materials, return haulage or collection charges can be significant and may be similar to, or greater than, the original delivery charge.
Where cancellation rights apply, we will refund the price paid for the goods and the standard outbound delivery charge, where required by law.
If you selected, requested, or agreed to a delivery service more expensive than our standard delivery option, we will only refund the amount equivalent to our standard delivery charge.
3. Condition of Consumer Returns
We may reduce the refund if the goods have lost value due to handling, opening, damage, repacking, pallet damage, contamination, incomplete packs, missing items, poor storage, or any condition that means the goods are not fit for resale.
We do not accept returns of:
- Part packs
- Opened packs
- Goods not on their original pallets, where applicable
- Goods damaged after delivery
- Goods that have been installed, laid, cut, altered, mixed, or otherwise used
- Goods that are not in resaleable condition
If returned goods are inspected and found not to be fit for resale, no refund will be issued for those goods. Any reasonable storage, disposal, or onward return cost will be your responsibility.
4. Business Customer Returns
Business customers have no automatic right to cancel or return goods unless otherwise agreed by us in writing.
Any business return agreed by us is entirely at our discretion.
Where we agree to a business return, it may be subject to:
- A restocking fee, typically 25%
- Return haulage costs
- Supplier charges
- Handling and administration costs
- Storage or cancellation charges, where applicable
Goods must be returned within 14 days of our written approval, unless we agree otherwise.
Business returns must be:
- Unopened
- Used
- Undamaged
- In full packs
- On the original pallets, where applicable
- In resaleable condition
Custom-made, special-order, made-to-order, cut, altered, bespoke, or specially sourced items are non-refundable.
5. Delivery and Return Transport
Unless the goods are faulty, damaged on arrival, incorrect due to our error, or we have agreed otherwise in writing, return transport is the customer’s responsibility.
Where we arrange return collection on your behalf, the return transport cost must be paid in full before collection is booked.
Return delivery is usually charged at the same rate as the original delivery charge, unless the actual cost is higher.
Failed return collections caused by access issues, customer absence, unsafe collection conditions, incorrect information, or goods not being ready for collection may incur further charges.
6. Damaged, Short, Faulty or Incorrect Goods
All goods must be inspected on delivery.
Any damage, shortage, defect, or incorrect goods must be reported to us within 24 hours of delivery.
Reporting damage, shortages, defects, or incorrect goods within 24 hours helps us resolve delivery and haulage claims quickly. This does not affect any statutory rights you may have as a consumer.
You must provide clear photographic evidence, including:
- Photographs of the goods
- Photographs of the packaging
- Photographs of the pallet, where applicable
- Photographs showing the issue clearly
- A copy or photograph of any delivery paperwork, where available
You must not use, install, lay, cut, mix, alter, or otherwise use any goods that you believe are damaged, incorrect, defective, unsuitable, or not as expected.
Use, installation, cutting, mixing, alteration, or laying of the goods may be treated as acceptance of the goods.
Where goods are confirmed to be damaged, faulty, incomplete, or incorrect due to our error, we will arrange a suitable remedy. This may include replacement, collection, partial refund, full refund, or credit, depending on the circumstances.
We may require return or collection of damaged, incorrect, or defective goods before issuing a refund, replacement, or credit.
Where replacement goods are supplied, we are not responsible for labour, installation, removal, equipment, delay, or other associated costs.
7. Bricks, Brick Slips, Colour Variation and Matching
Bricks, brick slips, specials and clay products are manufactured from natural materials and may vary in colour, shade, texture, size, finish and appearance.
Such variations are normal and do not automatically constitute faults.
Product images, website photographs, brochures, sample panels, showroom displays and marketing images are provided for general guidance only.
The appearance of products may vary due to:
- Lighting
- Photography
- Screen settings
- Weathering
- Manufacturing variation
- Firing variation
- Batch differences
It is the customer’s responsibility to ensure that the product ordered is suitable for their intended use, project, design, specification, client requirements, planning requirements and site conditions before placing an order.
We strongly recommend that all customers order samples before placing a full order, especially where colour, texture, finish, matching, planning approval, client approval, or design approval is important.
Samples are for guidance only and do not guarantee an exact match to delivered goods.
We do not guarantee a match unless this has been expressly agreed by us in writing before the order is placed.
8. Business Customer Product Selection
For business customers, including builders, contractors, developers, merchants and trade buyers, goods correctly supplied in accordance with the order cannot be rejected or returned because they do not match:
- Website images
- Existing brickwork
- A third-party preference
- A customer’s client expectation
- An architect’s preference
- A homeowner’s preference
- A sample not supplied or approved by us
- A match not expressly guaranteed by us in writing before order
Rejection by the business customer’s own client, homeowner, architect, contractor, developer, designer, buyer, or any other third party shall not by itself be grounds for cancellation, return, refund, or rejection of the goods where the goods supplied are the goods ordered.
9. Non-Returnable Goods
The following goods are non-returnable unless faulty, damaged on arrival, or incorrect due to our error:
- Bespoke goods
- Custom-made goods
- Cut-to-size goods
- Made-to-order goods
- Manufactured-to-order goods
- Special-order goods
- Goods sourced specifically for you
- Clearance or sale goods
- Opened packs
- Part packs
- Used, installed, laid, cut, altered, mixed, or damaged goods
- Goods not in resaleable condition
10. Refund Timescales
For consumer returns where cancellation rights apply, refunds will normally be processed within 14 calendar days of receiving the returned goods, or within 14 calendar days of receiving evidence that the goods have been returned, whichever is earlier.
For business returns, refunds or credits will be processed after the goods have been returned, inspected and accepted by us.
Refunds will normally be made using the original payment method.
11. How to Request a Return
To request a return, please contact us before sending any goods back.
Please provide:
- Order number
- Reason for return
- Photographs, where applicable
- Your contact details
Email: contactus@ukbricksandslips.co.uk
Phone: 0330 133 8311
No goods should be returned without first contacting us and receiving return instructions.