Returns & Refund Policy
Overview
You can return unwanted goods to Fence Rite for a full refund within 28 days of delivery or collection. This policy applies to fencing supplies bought from our Cradley Heath and Kingswinford yards, including fence panels, concrete posts, gravel boards, timber, decking, trellis and railway sleepers.
It does not affect your statutory rights. Fitting and installation work is covered separately by our Fitting Terms and Conditions.
Your 28-day right to return
You have 28 days to change your mind and return goods for a full refund. The 28 days start:
- Delivered orders: the day the goods are delivered to you.
- Collected orders: the day you collect the goods from our yard.
To start a return, contact us within the 28 days by phone, email or in person, quoting your order or receipt number. You can return all or part of an order.
How to return your goods
You can return goods in one of two ways:
| Option | What happens | Cost to you |
|---|---|---|
| Drop off at our yard | Bring the goods to Cradley Heath or Kingswinford during opening hours | Free |
| We collect from you | We arrange a collection from your address within our 30-mile delivery area | A collection fee equal to the delivery charge for the same goods |
The collection fee will be deducted from your refund. If your original order had free delivery, we will tell you the collection fee before we book it.
Condition of returned goods
Goods must come back unused, in the condition you received them, and in a resaleable state. Please store them flat, dry and off the ground until they are returned.
We may reduce your refund, or refuse the return, if goods have been:
- cut, drilled, painted, treated, fixed or installed;
- damaged by weather, poor storage or handling after delivery;
- used beyond what is needed to inspect them.
Natural features of timber such as knots, splits, resin, colour variation and minor warping are not defects.
Faulty, damaged or incorrect goods
If goods arrive faulty, damaged or not as ordered, we will collect them free of charge and replace or refund them. No collection fee applies.
Please check your delivery on arrival and tell us about any problem as soon as possible, ideally with photos. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days, and you may be entitled to a repair, replacement or refund after that.
Items we cannot accept back
Unless they are faulty, we cannot refund:
- goods cut to size or made to your specification, such as bespoke gates or panels;
- special-order items not normally held in stock;
- loose aggregates, cement and other bulk materials once delivered;
- fitting, installation or labour charges (see our Fitting Terms and Conditions).
Your refund
Once we have received and checked the goods, we will refund you within 14 days, using the same payment method you used to pay. Your refund covers the price of the goods returned, less any collection fee.
If you return your whole order within the 28 days, we will also refund the original standard delivery charge. Delivery charges are not refunded on part returns.
Contact us
| Yard | Address | Phone |
|---|---|---|
| Cradley Heath | Unit 5, Corngreaves Works, Corngreaves Road, Cradley Heath, West Midlands, B64 7DA | 01384 352264 |
| Kingswinford | Gibbons Industrial Park, Kingswinford, DY6 8XF | 01384 380172 |
Email: info@fencerite.co.uk