• Free delivery to mainland UK
  • 14 day return period
  • Minimum 3 year warranty
0
Go to basket
Excl. VAT (Change)
Total
Price/pcs
Quantity
Item
Your basket is currently empty.
Price excl. VAT
£0.00
Secure checkout
Edit
Project design

Returns, Cancellations & Changes

Our returns policy covers goods that are to be returned to AJ Products because the customer has ordered the wrong item or no longer wants the goods ordered. Goods that have been damaged upon delivery are covered by our transport damage policy. Goods that are faulty or deemed not fit for purpose are covered by our product guarantee.

Please note that AJ Products has a separate returns policy for business and residential customers.

 

Returns Policy for Businesses

 

1. Returns Policy

The customer is entitled to return the goods within 14 days of delivery under the following conditions. Please note that returns will only be accepted if the customer has written consent from AJ Products (UK) Ltd. before the goods are returned. Goods must be unused, unassembled, in original packaging and resalable condition. Please contact us to discuss your return.

 

1.1 Returning goods to AJ Products

The customer has two options when returning goods to AJ Products.

Collection of the goods by AJ Products

AJ Products can arrange collection of the items to be returned. We will apply a small charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows:

  • Value of goods to be returned below £100 ex. VAT = £9.99 ex. VAT
  • Value of goods to be returned £100 and above ex. VAT = 10% of goods value ex. VAT

Please note if the goods require collection from a non-UK mainland address then AJ Products will apply an additional charge for the return transport (P.O.A.).

It is the customer’s responsibility to be present at the time of collection and ensure the goods are ready for collection. If the goods were delivered on a pallet, they must be re-palletised, wrapped and secured prior to collection. AJ Products reserves the right to charge an additional fee should a pre-arranged collection be missed or the goods not be ready for transport.

We ask customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

AJ Products accepts full responsibility for the condition of the goods from the point of collection from the customer’s premises. A refund will be processed of the full amount agreed with the customer (see #1.2).

 

Returning goods to AJ Products on your own transport

Customers have the option to return goods themselves at their own expense and risk. If you prefer to use your own transport company, please contact us to obtain a return address and instructions.

Please note that if return transport is not arranged by AJ Products then the customer is responsible for the condition of the goods until they are received and signed for at the return address provided. AJ Products will not cover any damages on returned products caused by the customer’s transport company and deductions will be made from the amount due to be refunded.

 

1.2 Processing a return

AJ Products will ask the customer to provide us with photos of any goods due to be returned. We reserve the right to ask for additional photos if necessary. Our customer service team will use the photos provided to assess the condition of the goods against the scale below. This scale will determine whether any deductions need to be made to the refund depending on the condition of the goods. The assessment is made at the discretion of the customer service team; if the customer disputes the decision, we will ask for additional photos or evidence to support that claim. If AJ Products has arranged the collection, the refund amount will be agreed with the customer prior to collection. If the customer is using their own transport company, AJ Products will rate the products again upon receipt of the returned goods and then process the refund accordingly. We will advise the customer if deductions are to be made.

 

Excellent condition/ resalable as new (Full refund)

  • Original packaging, sealed as it was upon delivery or with minimal discreet tape to seal the box if necessary
  • All parts, components and instructions included
  • Unused
  • Unassembled
  • No damage to either product or packaging

Good condition (20% deduction)

  • Some damage to original packaging, packaging has been resealed such that the box does not appear as new
  • All parts, components and instructions included
  • Unused
  • Unassembled
  • No damage to product itself

Fair condition (40-60% deduction)

  • Missing original packaging
  • Missing some parts, components or instructions
  • Signs of use
  • Assembly of certain components
  • Slight damage to product itself

Poor condition (80 – 100% deduction; AJ Products may refuse to accept the item as a return)

  • Missing original packaging
  • Missing a number of parts and components
  • Major signs of use
  • Product has been assembled
  • Item is damaged and needs to be scrapped

 

AJ Products (UK) Ltd. reserves the right to charge an additional restocking fee for products that are being returned due to misorder by the customer. We strive to keep these charges to a minimum.

 

1.3 Goods that cannot be returned

The customer does not have a right of return if the goods fall into one of the following categories.

  • 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. You must contact us immediately and no later than 24 hours from receipt of order confirmation if you wish to cancel. Refused deliveries of made-to-order products are not eligible for a refund or credit.
  • Made-to-measure matting. Matting cut from the roll, whether by the customer or by AJ Products, cannot be returned. We recommend that the customer request a matting sample before ordering.
  • 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.


1.4 Exchanges

In the event that the customer makes an error with their order and requires an exchange, AJ Products reserves the right to apply charges for collection, re-delivery and processing the return. The original goods must be in resalable condition as per the above criteria.

 

1.5 Refunds

A refund and/or credit will be given via the original payment method. We will process your refund and/or credit within 14 days of receiving your return.

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

 

2. Cancelling an order

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. The customer does not have the right to cancel made-to-order items (as specified in the product description) after the first 24 hours; any cancellation of such items will be charged at the full value of the goods.

 

3. Refused deliveries

If the goods are refused on delivery, AJ Products will return them to the depot and contact the customer to arrange redelivery. If this occurs, then the customer will be charged for redelivery. If the goods are no longer wanted or redelivery cannot be arranged with the customer, AJ Products will consider this a cancelled order and reserves the right to charge the customer any amount up to the full value of the goods.

 

4. Making changes to your order

If you wish to change your order in any way, please let us know as soon as possible so that we do not incur unnecessary costs. Please note that changing your order after dispatch may not be possible and/or may incur additional costs.

 

Returns Policy for Consumers/Residential customers

 

As defined by the Consumer Rights Act 2015, a consumer refers to "an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft or profession."

 

1. Returns Policy

The customer is entitled to return the goods within 14 days of delivery under the following conditions. Please note that returns will only be accepted if the customer has written consent from AJ Products (UK) Ltd. before the goods are returned. Goods must be unused, unassembled, in original packaging and resalable condition. AJ Products reserves the right to make a deduction for any missing parts, signs of damage or assembly. This policy does not affect your statutory rights. Please contact us to discuss your return.

 

1.1 Returning goods to AJ Products

The customer has two options when returning goods to AJ Products.

Collection of the goods by AJ Products

AJ Products can arrange collection of the items to be returned. We will apply a small charge for doing this. This charge will be taken off the final refund figure. Costs of collection are as follows:

  • Value of goods to be returned below £100 ex. VAT = £9.99 ex. VAT
  • Value of goods to be returned £100 and above ex. VAT = 10% of goods value ex. VAT

Please note if the goods require collection from a non-UK mainland address then AJ Products will apply an additional charge for the return transport (P.O.A.).

It is the customer’s responsibility to be present at the time of collection and ensure the goods are ready for collection. If the goods were delivered on a pallet, they will need be re-palletised, wrapped and secured prior to collection. If the customer is unable to do this, they must advise AJ Products in advance of the collection so that we can make the necessary arrangements. AJ Products reserves the right to charge an additional fee should a pre-arranged collection be missed or the goods not be ready for transport.

We ask customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier.

AJ Products accepts full responsibility for the condition of the goods from the point of collection from the customer’s premises. A refund will be processed of the full amount agreed with the customer (see #1.2).

 

Returning goods to AJ Products on your own transport

Customers have the option to return goods themselves at their own expense and risk. If you prefer to arrange your own return transport, please contact us to obtain a return address and instructions.

Please note that if return transport is not arranged by AJ Products then the customer is responsible for the condition of the goods until they are received and signed for at the return address provided. AJ Products will not cover any damages on returned products caused by the customer’s transport company and deductions will be made from the amount due to be refunded.

 

1.2 Processing a return

AJ Products will ask the customer to provide us with photos of any goods due to be returned. We reserve the right to ask for additional photos if necessary. Our customer service team will use the photos provided to assess the condition of the goods against the scale below. This scale will determine whether any deductions need to be made to the refund depending on the condition of the goods. The assessment is made at the discretion of the customer service team; if the customer disputes the decision, we will ask for additional photos or evidence to support that claim. If AJ Products has arranged the collection, the refund amount will be agreed with the customer prior to collection. If the customer is using their own transport company, AJ Products will rate the products again upon receipt of the returned goods and then process the refund accordingly. We will advise the customer if deductions are to be made.

 

Excellent condition/ resalable as new (Full refund)

  • Original packaging, sealed as it was upon delivery or with minimal discreet tape to seal the box if necessary
  • All parts, components and instructions included
  • Unused
  • Unassembled
  • No damage to either product or packaging

Good condition (20% deduction)

  • Some damage to original packaging, packaging has been resealed such that the box does not appear as new
  • All parts, components and instructions included
  • Unused
  • Unassembled
  • No damage to product itself

Fair condition (40-60% deduction)

  • Missing original packaging
  • Missing some parts, components or instructions
  • Signs of use
  • Assembly of certain components
  • Slight damage to product itself

Poor condition (80 – 100% deduction; AJ Products may refuse to accept the item as a return)

  • Missing original packaging
  • Missing any essential parts and components and/or instructions
  • Major signs of use
  • Product has been assembled
  • Item is damaged and needs to be scrapped

 

1.3 Goods that cannot be returned

The customer does not have a right of return if the goods fall into one of the following categories.

  • 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. You must contact us immediately and no later than 24 hours from receipt of order confirmation if you wish to cancel. Refused deliveries of made-to-order products are not eligible for a refund or credit.
  • Made-to-measure matting. Matting cut from the roll, whether by the customer or by AJ Products, cannot be returned. We recommend that the customer request a matting sample before ordering.
  • 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/configuration as well as products that the customer asked AJ Products to source from outside our standard range.
  • Goods ordered over 50 in number unless a product sample has been ordered prior to placing the order for the full quantity.

 

1.4 Exchanges

In the event that the customer makes an error with their order and requires an exchange, AJ Products reserves the right to apply charges for collection and re-delivery. The original goods must be in resalable condition as per the above criteria.

 

1.5 Refunds

A refund and/or credit will be given via the original payment method. We will process your refund and/or credit within 14 days of receiving your return.

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

 

2. Cancelling an order

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. The customer does not have the right to cancel made-to-order items (as specified in the product description) after the first 24 hours; any cancellation of such items will be charged at the full value of the goods. 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.

 

3. Refused deliveries

If the goods are refused on delivery, AJ Products will return them to the depot and contact the customer to arrange redelivery. If this occurs, then the customer will be charged for redelivery. If the goods are no longer wanted or redelivery cannot be arranged with the customer, AJ Products will consider this a cancelled order.

 

4. Making changes to your order

If you wish to change your order in any way, please let us know as soon as possible so that we do not incur unnecessary costs. Please note that changing your order after dispatch may not be possible and/or may incur additional costs.