At Projectway LTD, we aim to provide high-quality construction materials and excellent customer service. If you are not completely satisfied with your purchase, this Refund & Returns Policy explains the conditions under which returns, exchanges, and refunds may be accepted.
1. Return Eligibility
You may request a return if the product:
- Is unused and in its original condition.
- Is returned with all original packaging and accessories.
- Has not been installed, modified, or damaged after delivery.
- Meets the return conditions outlined in this policy.
Returns that do not meet these requirements may not be accepted.
2. Return Timeframe
If you wish to return an item, please contact us within 14 days of receiving your order.
Once your return request has been approved, the item should be returned promptly using the instructions provided by our customer support team.
3. Items That Cannot Be Returned
For health, safety, or operational reasons, we are unable to accept returns for:
- Custom-made or made-to-order products.
- Special order items.
- Products that have been used or installed.
- Items damaged due to misuse or improper handling.
- Products returned without their original packaging.
- Clearance or discontinued items unless faulty.
4. Damaged or Incorrect Deliveries
Please inspect your order as soon as it arrives.
If you receive:
- A damaged product,
- An incorrect item, or
- A product with missing parts,
please notify us within 48 hours of delivery. We may request photographs or additional information to help us assess the issue and arrange a suitable resolution.
5. Return Process
To request a return:
- Contact our customer service team with your order details.
- Explain the reason for the return.
- Wait for return authorisation before sending any items back.
- Package the goods securely to avoid damage during transit.
- Return the goods using the instructions provided.
Returns sent without prior authorisation may experience delays or may not be accepted.
6. Refund Procedure
After receiving and inspecting the returned goods, we will notify you of the outcome.
If your return is approved, your refund will be processed using the original payment method wherever possible.
Please allow several business days for the refund to appear in your account, depending on your payment provider.
7. Return Shipping Costs
Unless the return is due to our error or a faulty product:
- Customers are responsible for return shipping costs.
- Original delivery charges are generally non-refundable.
If we supplied the wrong item or a defective product, we will arrange an appropriate solution in accordance with your statutory rights.
8. Exchanges
Where stock is available, we may offer an exchange instead of a refund for eligible returned items.
Replacement products will be dispatched once the original goods have been received and inspected.
9. Your Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws in England and Wales.
10. Changes to This Policy
We reserve the right to amend this Refund & Returns Policy at any time. Any updates will become effective immediately after publication on this website.