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As a customer of AJ Products, you have 14 days to return your order to us. Goods must be unused, unassembled, in original packaging and resalable condition. Let us know within 14 days of receipt of delivery by contacting our customer service team. Please note some items, such as made-to-order goods, cannot be returned. 

The customer is responsible for arranging the return of the goods to the returns address advised at their own expense and risk. AJ Products will not arrange collection of goods to be returned. Please contact us to obtain a return address and instructions.

More information about our full returns policy can be found here.

As a customer of AJ Products, you have 14 days to return your order to us. Goods must be unused, unassembled, in original packaging and resalable condition. You need to let us know within 14 days of receipt of delivery by contacting our customer service team. We will ask you to provide us with photos of the goods due to be returned and will talk you through the returns process. Please note that you will be responsible for arranging the return of the goods to the returns address advised at your own expense and risk. AJ Products will not arrange collection of goods to be returned, although we can advise you on how to do so. Returns that have not been agreed and which do not have a returns number may not be refunded.

Please note some items, such as made-to-order goods, cannot be returned.

More information about our full returns policy can be found here.

Should you wish to cancel your order prior to delivery, please refer to "Can I cancel my order?" below.

There are no charges for returning an item to AJ Products in full resaleable condition. However, please note that AJ Products will not arrange or cover the cost of returning the goods. Return transport must be arranged by the customer at their own expense and risk.

Please note that there may be a dedution for any goods not received in full resaleable condition (e.g. missing parts, signs of damage or not in the origianl packaging). Upon receipt of the goods, AJ Products will rate the condition of the goods to verify that a full refund can be issued. We will inform the customer of any deduction and the reason it has been applied. Full details of how we apply any such deductions can be found in our Terms and Conditions.

Any delivery charges from your original order as well as charges for carry-in service or assembly will not be refunded.

Full information can be found in our Terms and Conditions.

We will process your refund and/or credit within 5 days of receipt of your return or request for cancellation. Refunds will be given via the original payment method. 

Please note that delivery charges will not be refunded after dispatch. This includes charges for upgraded or non-mainland delivery unless AJ Products failed to provide the service as agreed.

There are a few circumstances under which items cannot be returned. These are:

• Made-to-order products. Some products in our range are marked as made to order and cannot be returned. These products are highlighted as such on individual product pages on our website. You can find this information under the product specifications. It will also be confirmed on your order confirmation.
• Made-to-measure matting. Matting cut from the roll (i.e. purchased by the metre/centimetre), whether by the customer or by AJ Products, cannot be returned.
• Personalised products and specially ordered items outside our standard product range. This includes products that have been built or customised to your requirements, e.g. a different colour or a bespoke size, as well as products that the customer asked AJ Products to source from outside our standard range (i.e. not sold as standard on our website).
• Goods ordered over 50 in quantity unless a product sample has been ordered prior to placing the order for the full quantity.

In the event that the item you receive doesn't match the item that was advertised, please contact us at the earliest opportunity and we will work with you to find an acceptable solution.

It may be that the item has been mispicked and we can send you out the correct item right away.

If, however, the right item has been delivered but is in some way different to the description or specifications as advertised, it may be that we have made a typographical error in our online listing or been provided the wrong information from the manufacturer. In this instance, we will work with you to determine whether we can offer a suitable alternative or provide you with a full refund.

We apologise for any inconvenience caused should either of the above occur. Our quality team works to prevent such scenarios from happening.