Returns & Refunds Policy

This Returns & Refunds Policy explains how returns, refunds and order cancellations are handled for purchases m ade through the Master Material website.

Different rules may apply depending on whether you purchase as a consumer or in the course of business.

1. Consumer Orders

If you are purchasing as a consumer, you may have a legal right to cancel an online order within 14 days of receiving your goods, subject to applicable legal exceptions.

Where the statutory cancellation right applies, goods should generally be returned in an unused condition and, where appropriate, in a condition suitable for resale.

You may be responsible for the reasonable cost of returning goods where permitted by law and where you have been informed of this responsibility.

Certain goods may be excluded from the statutory cancellation right where permitted by law. This may include goods that have been made to your specifications, personalised, cut, mixed or otherwise prepared specifically for you.

Nothing in this policy affects your statutory consumer rights. This includes your rights where goods are faulty, damaged, incorrectly supplied, not as described or not fit for purpose.

2. Business Orders

If you purchase goods in the course of business, returns are subject to the terms agreed at the time of sale.

Unless otherwise agreed by Master Material in writing, we do not normally accept returns from business customers for:

Over-ordering or ordering more material than required

Incorrect quantities ordered

Change of mind

Surplus or unwanted materials

Opened products

Products that have been used or installed

Cut or mixed products

Products made or supplied to a customer's specific requirements

Bespoke or special-order products

Where Master Material agrees to accept a business return, additional conditions may apply, including return transportation costs or reasonable restocking charges where applicable and agreed.

3. Faulty, Damaged or Incorrect Goods

Please inspect your delivery as soon as reasonably possible after receiving your goods.

If your goods are damaged, faulty or incorrectly supplied, please contact us promptly.

Where possible, please notify us within 48 hours of delivery so that we can investigate and resolve delivery issues as quickly as possible.

This 48-hour request does not limit or remove any statutory rights that may apply.

We may ask you to provide photographs of:

The damaged or incorrect goods

The packaging

Any visible damage

The delivery as received

Depending on the circumstances and applicable rights, we may arrange:

Replacement goods

Collection and replacement

A partial refund

A full refund

Another appropriate resolution

Please do not dispose of damaged goods or arrange a return before contacting us, unless we have instructed you to do so.

4. Missing Items or Short Deliveries

If an item is missing from your delivery or your order is short, please contact us as soon as reasonably possible.

Please provide:

Your order number

The missing product

The quantity missing

Photographs or delivery information where appropriate

We will investigate the delivery and, where appropriate, arrange the missing goods or another suitable resolution.

5. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders may be cancelled before they enter the dispatch process, subject to any statutory consumer cancellation rights that may apply.

For business orders, once an order has been picked, packed, loaded or dispatched, cancellation may no longer be possible.

Products that have already been cut, mixed, prepared, manufactured, personalised or specially ordered may not be cancellable where permitted by law.

6. Returns Authorisation

Please contact Master Material before returning any goods.

Where a return is approved, we will provide instructions regarding the return, collection or delivery of the goods.

Customers should not send goods back without first contacting us, as this may delay the processing of the return.

Where applicable, we may provide a returns reference or other identification for the return.

7. Refunds

Where a refund is approved, it will normally be made using the original payment method.

Refunds will be processed within the applicable legal timeframe.

Where a consumer exercises a statutory cancellation right, refunds will be handled in accordance with applicable consumer legislation.

Where goods are returned because they are faulty, damaged or incorrectly supplied, we will advise you of the appropriate return or collection arrangements.

8. Return Condition

Where a return is permitted, goods should be returned in the condition required by the applicable return terms or legislation.

We may not accept returns of goods that have been:

Used or installed

Damaged after delivery

Altered

Cut

Mixed

Made to specific requirements

Personalised

Specially ordered

This does not affect any statutory rights that cannot legally be excluded or restricted.

9. How to Report an Issue

To report a return, refund, cancellation, damaged delivery, missing item or other issue, please contact:

Email: Mastermaterialuk@gmail.com

Phone: 02922670767

Please include:

Your order number

Your name or company name

Product name/details

Quantity affected

Description of the issue

Photographs where relevant

We will review the information and advise you of the next steps.

10. Your Legal Rights

Nothing in this policy is intended to exclude, restrict or limit any legal rights that cannot lawfully be excluded, restricted or limited.

Consumer customers retain their statutory rights under applicable UK consumer protection legislation.

For business customers, the terms agreed at the time of sale will apply, subject to applicable law.

If you are unsure whether your order qualifies for a return, cancellation or refund, please contact us before returning any goods.