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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.

Please note that AJ Products has separate return policies for business customers and consumers. Business customers may be charged up to a 30% restocking fee. 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.

Please note that AJ Products has separate return policies for business customers and consumers. Business customers may be charged up to a 30% restocking fee. 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.

In some cases there may be a charge for returning unwanted or misordered goods to us. These fall into two categories: restocking fees and deductions for items not returned in resalable condition. Please read the below carefully and note that charges vary for business customers and consumers.

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.

Any delivery charges from your original order will not be refunded. Full information and costs can be found in our Terms and Conditions.

1. Restocking fees

If you have ordered as a consumer, there are no additional restocking charges. 

If you have ordered on behalf of a business, then there will be an added restocking fee of 30% for products that are being returned because they are unwanted or were misordered by the customer.

2. Items not returned in resalable condition

Please note that AJ Products reserves the right to make a deduction for any missing parts, signs of damage or assembly. Damage is assessed once the returns goods have arrived with us. Full details of how we apply any such deductions can be found in our Terms and Conditions. For goods received in 100% resalable condition, consumers will receive a full refund and businesses will receive a full refund less 30% restocking charge.

Cancelling as a business customer

If you wish to cancel your order, please let us know as soon as possible so that we do not incur unnecessary costs. Please note that cancelling your order after dispatch may incur additional costs. Depending on the size of the goods, these charges may be high. AJ Products reserves the right to charge any amount up to the full value of the goods if cancelled prior to delivery.  Once goods have been dispatched, any delivery charges will not be refunded. 

Please note made-to-order items (as specified in the product description) cannot be cancelled after the first 24 hours; any cancellation of such items will be charged at the full value of the goods.

Cancelling as a private customer

You have the right to cancel your order within 14 days. If you wish to cancel your order, please let us know as soon as possible so that we do not incur unnecessary costs. Once goods have been dispatched, any delivery charges will not be refunded. Outside of the 14 day cancellation period, cancelling your order may incur additional costs if the goods have already been dispatched. Depending on the size of the goods, these charges may be high. AJ Products reserves the right to charge any amount up to the full value of the goods.

Please note made-to-order items (as specified in the product description) cannot be cancelled after the first 24 hours; any cancellation of such items will be charged at the full value of the goods.

Unfortunately, goods are sometimes damaged in transit. If this should occur, please let us know and we will arrange a solution as quickly as possible. You can do this by emailing info@ajproducts.co.uk, calling 01252 359760 or via our online chat service. 

Please help us by checking your goods on delivery; you have the right to ask the driver to wait while you check your goods. If there is any visible damage, you have the right to refuse the delivery. If you choose to accept the delivery with any visible damage, please ask the driver to take a photo and/or make a note on their delivery documentation of the damage in question. Please note that by accepting the delivery you do not assume responsibility for the damage.

In order to facilitate damage claims, we will require photos of the damage both to the packaging and product. In the event of a damage claim, you have the right to replacement goods (or replacement parts, depending on the damage in question) to be provided free of charge or to a full refund (including any delivery charges).

Our terms differ slightly for business or residential customers.

Business customers

If you can see any damage to the goods or packaging we would ask that you request the driver take a photo and/or make a note on their delivery documentation of the damage in question and then contact us to let us know as soon as possible, and no later than 3 days after receipt of your delivery, so we can arrange a replacement. We also ask that you unbox your goods, check the products for any hidden damage and report any issues to our customer service team within 3 days of receipt of your delivery. If your delivery includes a large number of items and/or you are not yet ready to assemble your goods, we do still ask that you endeavour to check all goods delivered within this time frame. AJ Products cannot accept damage claims on goods that have been moved to a different building or site after delivery. Please note that after 3 days returns will not be accepted on the grounds of damage and you may be liable for any return and replacement costs (as per our returns policy).

Residential customers

If you can see any damage to the goods or packaging we would ask that you request the driver take a photo and/or make a note on their delivery documentation of the damage in question and then please contact us to let us know as soon as possible. We ask that you unbox your goods, check the products for any hidden damage and report any issues to our customer service team within 24 hours of receipt of your delivery. Please note that after 24 hours returns will not be accepted on the grounds of transport damage and you may be liable for any return and replacement costs (as per our returns policy).

If you are missing any items or parts from your delivery, please let us know as soon as possible and no later than 3 days after receipt of delivery. You can do this by emailing info@ajproducts.co.uk, calling 01252 359760 or via our online chat service. We will replace your missing goods as quickly as possible.

We will process your refund and/or credit within 14 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. 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, 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.
• Goods ordered over 50 in quantity unless a product sample has been ordered prior to placing the order for the full quantity.
• Goods with a total order value of more than £1000 in value (ex. VAT) unless product samples have been ordered prior to placing the order for the full quantity (business purchases only).

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.