Returns & Refunds Policy

1. Scope of this policy

This policy applies to eligible products sold through SCL Matador, including products fulfilled by SCL Hire & Sales in Burslem and Matador DIY in Knypersley.

It covers purchases placed through sclmatador.co.uk, telephone orders, click-and-collect orders and purchases made directly at our branches.

Equipment supplied under a hire agreement is not treated as a normal product return. Hire equipment is covered separately in section 10.

2. Online and distance purchases

Your right to cancel

When you purchase goods online, by telephone or through another distance-selling method as a private consumer, you will normally have the right to cancel your order without giving a reason.

The cancellation period ends 14 days after the day on which you, or a person nominated by you, receives the goods. Where one order is delivered in separate instalments, the period generally runs from receipt of the final item or instalment.

To exercise this right, you must give us a clear statement that you wish to cancel. You can contact us by email, telephone or through our website contact form.

Returning a cancelled order

After notifying us that you are cancelling, you must return the goods without undue delay and normally no later than 14 days after the day on which you informed us of the cancellation.

Please contact us before travelling to a branch or arranging a return. We will confirm the correct return location and whether the product should be returned to SCL Burslem or Matador Knypersley.

Return costs for change-of-mind cancellations

Unless we have agreed otherwise, you are responsible for the direct cost of returning goods where you cancel because you have changed your mind.

If we agree to collect the goods, we may deduct the reasonable direct cost of collection from your refund. We will tell you the estimated charge before arranging collection.

Return and collection costs will not normally be charged where goods are faulty, damaged on delivery, misdescribed or supplied incorrectly.

3. Purchases made at a branch

There is no automatic statutory right to return goods purchased in person simply because you have changed your mind.

However, as a goodwill policy, we may accept eligible unused and resaleable products returned within 14 days of purchase, provided that you have satisfactory proof of purchase.

A goodwill return may be offered as a refund, exchange or credit note at our discretion. This does not affect your legal rights where goods are faulty, not as described or not fit for purpose.

4. Condition of returned products

For a change-of-mind return, you should take reasonable care of the goods while they are in your possession.

Where reasonably possible, returned products should:

• Be unused, uninstalled and in a resaleable condition.
• Include the original packaging, instructions, components, fixings and accessories.
• Be safely packaged to reduce the risk of damage during transport.
• Be accompanied by your receipt, invoice, order confirmation or another satisfactory form of proof of purchase.

You may inspect an online purchase in the same way that you could reasonably inspect it in a shop. If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and operation, we may reduce the refund to reflect any loss in value.

Installing, cutting, mixing, applying, filling, fuelling or using a product will usually go beyond what is necessary to inspect it.

5. Products that cannot normally be returned

Unless a product is faulty, misdescribed, damaged or supplied incorrectly, we may be unable to accept returns of:

• Bespoke, personalised, specially ordered or made-to-measure goods.
• Timber, boards, sheet materials, pipe, cable, chain or other products cut to your requested measurement.
• Mixed, tinted, blended or specially formulated products.
• Cement, plaster, adhesives, chemicals, treatments, coatings or similar products where the packaging or seal has been opened.
• Products that have been installed, assembled, used, altered, painted, treated or damaged after delivery or collection.
• Perishable products or goods liable to deteriorate rapidly.
• Sealed goods that are not suitable for return for health, hygiene or safety reasons once unsealed.
• Products inseparably mixed with other items after delivery.
• Clearance, final-sale or discontinued goods where they were clearly identified as non-returnable before purchase.
• Gift cards, vouchers or account credits, except where required by law.

A product being listed above does not remove your statutory rights where it is faulty, unsafe, not as described or not fit for purpose.

6. Faulty, damaged or incorrect goods

Please inspect goods as soon as reasonably possible after delivery or collection.

Contact us promptly if an item:

• Is faulty or unsafe.
• Is damaged when delivered or collected.
• Does not match its description.
• Is not fit for its intended or agreed purpose.
• Is missing parts or accessories.
• Is different from the product you ordered.

We may ask you to provide your order details, photographs, batch information or a description of the fault. We may also need to inspect or test the product before confirming the appropriate remedy.

Consumer remedies

Consumers may have a short-term right to reject goods that do not conform to the contract during the first 30 days. Depending on the circumstances and how much time has passed, you may be entitled to a refund, repair, replacement, price reduction or final right to reject.

We will bear reasonable return or collection costs where goods are confirmed as faulty, damaged on delivery, misdescribed or supplied incorrectly.

7. How to request a return

Proof of purchase

Proof of purchase may include a receipt, VAT invoice, order confirmation, collection notification or other reasonable evidence showing that the goods were purchased from us.

Refunds will normally be made to the person who placed the order and through the original payment method.

8. Refunds

Online consumer cancellations

For a valid cancellation of an entire online consumer order, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option.

If you selected an enhanced, express, timed or more expensive delivery service, we are not required to refund the difference between that service and our standard delivery charge.

Where only part of an order is returned, the original delivery charge may not be refundable if the same charge would have applied to the products you kept.

Refund timing

We will process qualifying consumer refunds without undue delay and normally no later than 14 days after the earliest applicable date permitted by law.

For returned goods, we may withhold the refund until we have received the goods or you provide satisfactory evidence that you have sent them back, whichever occurs first.

Payment method

Refunds will normally be issued through the original payment method. We will not charge an administration or restocking fee for exercising a statutory consumer cancellation right.

Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Refund deductions

• Loss in value caused by handling beyond what is reasonably necessary to inspect the goods.
• An agreed collection or return cost for a change-of-mind return.
• Missing components, accessories or packaging where this has reduced the product's value.
• Damage caused after delivery while the product was under the customer's care or control.

9. Trade and business customers

The statutory cancellation rights available to private consumers do not normally apply where products are purchased wholly or mainly for business, trade, craft or professional purposes.

Trade and business returns require our prior approval and are subject to the applicable quotation, credit-account terms, supply agreement or terms and conditions of sale.

Where we agree to accept a non-faulty trade return, the goods must be unused, complete and resaleable. We may apply reasonable collection, handling or restocking charges where permitted by the relevant contract and communicated to the customer.

Special orders, cut materials, custom products and goods obtained specifically for a trade customer cannot normally be cancelled or returned once ordered from the supplier.

Trade customers should notify us promptly of visible shortages, damage or incorrect goods.

10. Equipment hire cancellations and returns

Equipment supplied under a hire agreement remains the property of SCL Hire & Sales and must be returned in accordance with the agreed hire terms.

Hire period

The hire period begins on the agreed commencement date or when the equipment leaves our possession, as specified in the hire agreement. Hire charges continue until the equipment is returned to us or collected by us in accordance with an agreed off-hire instruction.

Off-hire and collection requests

Telling us that equipment is no longer being used does not necessarily end responsibility for it. An off-hire or collection request must be acknowledged by our team.

Please give as much notice as possible when requesting collection. Collection dates and times are subject to vehicle availability, access and route planning.

Condition of returned hire equipment

• Keep the equipment safe and secure during the hire period.
• Use it correctly and in accordance with instructions and applicable safety requirements.
• Return all accessories, keys, leads, guards, manuals and components supplied.
• Return the equipment in a reasonably clean condition, allowing for fair wear and tear.
• Make equipment safely accessible where collection has been agreed.

Loss, damage and late returns

Additional hire, cleaning, repair or replacement charges may apply where equipment is returned late, excessively dirty, incomplete, damaged beyond fair wear and tear, lost or stolen.

Damage, breakdown, loss or theft must be reported to us immediately. Equipment that becomes unsafe or develops a fault must not continue to be used.

Hire cancellations and refunds

Any refund or cancellation charge for reserved hire equipment will depend on the notice given, whether equipment has already been prepared or dispatched, transport costs incurred and the terms of the individual hire agreement.

11. Return locations

Please contact us before returning an item. Products may be fulfilled from different branches, and a branch may be unable to process a return without advance information or the relevant order details.

Opening hours may change on bank holidays or for operational reasons. Please check the contact page or telephone us before making a special journey.

12. Manufacturer warranties

Some products may include a manufacturer's guarantee or warranty. This is additional to, and does not replace, your statutory rights against us as the retailer.

A manufacturer may require product registration, serial numbers, photographs, maintenance records or direct assessment of a warranty claim. We will explain the relevant process where applicable.

13. Abuse and fraudulent returns

We may refuse a goodwill return or investigate a request where we reasonably believe that goods were not purchased from us, have been substituted, deliberately damaged, used contrary to instructions or are connected with fraudulent activity.

This section will not be used to prevent a customer from exercising a legitimate statutory right.

14. Changes to this policy

We may update this policy from time to time to reflect changes to our services, delivery arrangements, branches or applicable legislation.

The policy applying to your purchase will normally be the version published or otherwise supplied when your order was placed, except where a later change is required by law or is more favourable to you.