Refund policy

Almost all our Products are covered by our NQS Free Returns Guarantee, which gives our Customers total peace of mind.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact our Customer Service Team via your order’s delivery tracking link. Your order tracking links can be found by logging into your account. Please share specific details and images of the goods you wish to return. 

We require a photo of the goods in the original packaging before collection is arranged. Please do not return goods or hand them back to the driver before collection is arranged as this will not qualify for a refund.

If your return is accepted, our Team will confirm details on arranging collection. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any questions about returns.

Damages and other issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, or if there is a shortage, so that we can evaluate the issue and make it right.

All issues must be reported within 30 days. We are not able to accept liability for any issues reported after 30 days from the date of delivery. 

Where goods are damaged upon arrival to your premises, you need to ensure that the damaged goods are held available for collection. We can then arrange to collect the damaged goods and replace them provided that; the goods still have protective film on (where applicable); and have not already been installed; and are packed in the original packaging ready for collection. We may require photographic evidence of the condition of the goods prior to arranging collection and replacement. For the avoidance of doubt, we shall not be liable for any damage or visual defect on any product after it has been installed. 

Exceptions / non-returnable items

The only exclusions from our NQS Returns Policy are:

• Orders with a bespoke colour product which are made-to-order to your chosen RAL colour.
• Orders with a bespoke cut size. This applies to all products including sheets and bars.
• Must be requested within 14 days of delivery.

Minor surface imperfections and defects that are not visible to the naked eye from a distance of 3 metres under normal lighting conditions shall not be deemed as damages or issues for resolution. This includes where the issue does not affect standard installation.

Exchanges
The fastest way to ensure you get what you need is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds & Costs:
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund. 

Our liability shall extend to no more than the purchase price paid for the goods, and shall in no circumstance whatsoever include any direct, indirect or consequential loss or damage however caused. We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence or alteration or repair of the goods without CA’s approval, or as a result of a force majeure event.

PLEASE NOTE:  Carriage charges for the original delivery of any order will not be refundable. This includes were delivery costs where discounted or included free of charge originally. For larger collections, a collection cost and restocking charge may be applied due to the costs of collection and restocking.

We reserve the right to apply a restocking charge on all size of orders, when deemed appropriate.

This returns policy applies to UK orders.

French Customers:

If you are ordering from France, please note that a separate returns policy applies. View the full France returns policy here.