Delivery                                      

1. Delivery is to kerbside only.  
2. It is the customer’s responsibility to ensure suitable access to the property & notify the merchant (either via the delivery notes at point of order or by email or phone after ordering).  
3. Someone must be available at the property to receive the delivery.  
4. Where possible, damaged items should be highlighted to the driver so replacements can be arranged as needed. If this isn’t possible due to packaging limitations, please notify us at info@fieldenfactors.co.uk as soon as possible.  
5. After ordering, we will be in touch to arrange the delivery. Delivery times are an estimate and may change due to circumstances outside of the merchant’s control. In these cases, every effort will be made to contact the customer to rearrange or advise.  
6. Delivery Period does not include Sundays or bank holidays.  

Returns & Cancellations 

1. Eligibility – Customers have 14 days from placing an order to advise if they wish to cancel. This resets to 14 days on the day they receive their delivery.   
2. If an order is cancelled before delivery is completed, a refund will follow within 14 days from the day of cancellation. 
3. A refund for returned goods will be made within 14 days of us receiving the returned goods. 
4. We have a right to deduct an amount from the refund if the customer has diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function. 
5. Certain products are exempt from refunds, including:  
   • Cement/powdered plaster products  
   • Specials - Goods which are cut, made to measure or mixed to your requirements, or otherwise customised or made to your specifications 
   • Products that have been improperly stored (timber, aggregates, sheet materials etc.) 
   • Opened pallet products (bricks, paving slabs etc.) 
6. It's the customer's responsibility to send the goods back to us within 14 days of when they informed us of the return. Returns are sent at the customer's cost and must be sent to an address we specify. 
7. We may be able to collect returned goods for a fee and will discuss this with you prior to collection. 
8. If you are acting in the capacity of a trader or business, a restocking fee may be applicable and we will advise upon receipt of the refund request.