Returns & Refunds

At a glance

Changed your mind: your 14-day right to cancel

If you’re buying as a consumer, you can cancel your order for any reason, from the moment you place it until 14 days after the day it’s delivered. If your order arrives in more than one delivery, the 14 days run from the day the last part arrives.

• Tell us within the 14 days. Use our returns form, email us or call us. You don’t need to give a reason.
• Send the items back within 14 days of telling us.
• We’ll refund the price of the items and the standard delivery charge you paid. If you chose Express delivery, we’ll refund the cost of standard delivery.
• We’ll refund you within 14 days of receiving the items back, or within 14 days of you sending us proof of postage if that’s sooner.
• You pay the cost of sending items back, unless they’re faulty, damaged or not what you ordered.

Condition of returned items

You’re welcome to handle the insulation as you would in a shop to check it’s right for the job. If lengths have been cut, fitted, or had the adhesive backing removed, we may reduce your refund to reflect the drop in value. Unused lengths in their original condition get a full refund.

Faulty, damaged or incorrect items

We check every order before it leaves us. If something arrives damaged, faulty or isn’t what you ordered, please let us know as soon as possible, ideally within 2 working days of delivery, so we can raise it with the courier. This doesn’t affect your legal rights.

• Within 30 days of delivery you can reject faulty goods for a full refund, or ask for a replacement.
• After 30 days we’ll repair or replace the item. If that isn’t possible or doesn’t fix the problem, you can have a refund or a price reduction.
• We may ask for photos to help us sort things out quickly.
• We pay the cost of returning faulty, damaged or incorrect items. We’ll arrange collection or send you a prepaid returns label.

These rights come from the Consumer Rights Act 2015 and are not affected by this policy.

How to return an item

1. Tell us. Complete our returns form. You’ll get a return reference straight away.
2. Wait for our email. Within one working day we’ll confirm where to send the items and, for faulty or incorrect items, arrange collection or a prepaid label.
3. Pack it up. Pack the lengths securely, include your return reference and keep proof of postage.
4. Get your refund. We’ll email you when your refund has been processed.

Refunds

We refund to your original payment method. For card, Apple Pay and Google Pay payments, refunds usually show in your account within a few working days of us processing them, depending on your bank. For bank transfer orders, we refund to the account you paid from and may contact you to confirm the details.

Buying for a business

The legal 14-day right to cancel applies to consumers. If you’re buying for a business, we’ll still accept unused lengths in their original condition returned within 14 days of delivery. Please contact us first. Faulty, damaged and incorrect items are always covered.

Questions about a return?

Last updated 15 November 2026