Returns, Refunds & Cancellations

At Aluminium Rainwater Systems (ARS), we want customers to be confident when ordering our products.

As many of our products are manufactured to order, the returns and cancellation arrangements can depend on whether the goods are standard catalogue products or genuinely bespoke items made to your individual specifications.

This policy applies to orders placed through our website. Your statutory rights remain unaffected.

Standard catalogue products

If you are purchasing as a consumer, you generally have the right to cancel an eligible online purchase within 14 days of receiving your goods, without giving a reason.

To exercise this right, please contact us at sales@aluminiumrainwatersystems.co.uk within the cancellation period and clearly state that you wish to cancel.

You then normally have a further 14 days to return the goods.

Products should be packaged securely for return. You may inspect them as you would reasonably be permitted to do in a shop, but we may make a lawful deduction from the refund if handling beyond that reduces their value.

For change-of-mind returns, customers are responsible for the direct cost of returning goods, unless otherwise agreed or required by law. This may be significant for long, heavy or oversized products.

Bespoke and made-to-measure products

Certain products are manufactured specifically to a customer's individual measurements, design or other personalised requirements.

Where a product qualifies as genuinely bespoke or personalised under applicable consumer legislation, the standard 14-day change-of-mind cancellation right may not apply.

We will identify this where relevant before purchase.

Manufacturing a standard catalogue product after an order is placed does not, by itself, mean that the product is exempt from statutory cancellation rights.

If you need to cancel a bespoke order, contact us as soon as possible. We will review the order's production status and explain any applicable contractual cancellation terms.

Damaged, faulty or incorrect products

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Email sales@aluminiumrainwatersystems.co.uk with your order number, a description of the issue and photographs where available.

We may ask for additional information to help assess the issue and arrange an appropriate resolution.

Depending on the circumstances and your legal rights, this may involve repair, replacement, refund or another appropriate remedy.

Failure to sign a delivery note as damaged does not automatically remove your statutory rights.

Refunds

Where you exercise a valid statutory cancellation right, we will refund the amounts required by law, including the applicable standard outbound delivery charge.

We will normally issue the refund using the original payment method, within the applicable statutory timeframe. For returned goods, we may wait until the goods have been received or evidence of return has been provided, as permitted by law.

Where a product is faulty or not as described, we will meet our obligations under applicable consumer law, including return costs where required.

Trade and business orders

Orders placed by businesses for business purposes may be subject to different contractual cancellation and returns arrangements.

Business customers should contact us before returning goods or cancelling an order. Any agreed return, cancellation charge or credit will be confirmed in accordance with the applicable terms of sale.

How to contact us

Aluminium Rainwater Systems Ltd
2 High Road, Carlton in Lindrick, Worksop, S81 9EB

Email: sales@aluminiumrainwatersystems.co.uk
Telephone: 01909 300168

Nothing in this policy excludes or limits rights that cannot legally be excluded.