Returns Policy
Methods of Payment
Stripe
We have selected Stripe, one of the world’s leading and most secure payment platforms, to manage the processing of payments through our website.
From small businesses to major technology companies, Stripe is trusted by thousands of organisations worldwide. It is available in over 40 countries and supports payments in more than 135 currencies.
Stripe supports all major debit and credit cards, including Google Pay, Apple Pay, American Express, Visa (Credit, Debit, Electron, Purchasing and V Pay), Mastercard (Credit and Debit) and Maestro
Order Cancellations
If you wish to cancel your order, please notify us in writing via email to [email protected], including the name on the order, order number, billing address and reason for cancellation.
Cancellations must be notified before order dispatch details are sent to the customer. Any goods cancelled after this stage may be subject to a re-stocking fee. All goods within the order must have been returned to Cladco Profiles® Ltd in good condition before the refund will be processed.
All refunds will be credited to the original payment card used to make the order. Refunds take up to 10 working days to be processed; the time it takes to appear in your account depends on your banks processing time.
Custom Made Product Returns
All custom made items such as roofing sheets and fibre cement trims are made to order. Once these items have been made, we cannot accept returns unless they are faulty.
You may, however, cancel a payment made on this website before items are manufactured by sending an email quoting your order number or by quoting the date of payment and the name of the person who made the payment.
For an unwanted product that has not been custom made please see our general returns policy below.
General Returns
Returns can be arranged through our customer support team, and are subject to our terms and conditions.
If you wish to return a product, please email [email protected] stating your order number, contact details and goods you wish to return, within 14 days of receiving your order. You then have a further 14 days to return the goods.
Please be aware that we do not operate a return collection service, and all returns must be arranged and sent back by the customer.
Please note that we do not offer an exchange policy. Once received, we will issue a refund*, as long as the product is in an acceptable, and resaleable condition.
Please note, all non-faulty items are subject to a 15% restocking fee, and products cannot be returned if they have been installed, laid or screwed with fixings. Cladco are not responsible for any items damaged or lost in transit when returning to us.
*Custom made products, such as Fibre Cement trims are ineligible for return unless faulty.
Returns addresses:
Cladco Profiles® Returns Dept, Beardown Road, Exeter Road Industrial Estate Okehampton, Devon, EX20 1UA or Cladco Profiles® Ltd, 55 Reith Way, Andover, Hampshire, SP10 3TY
For further information on our returns process please see our terms and conditions.
