Returns Eligibility

• Returns or exchanges are accepted within 28 days from the date of purchase, as shown on the original invoice.
• Items must be unused, in their original packaging, and in resalable condition.
• A valid invoice or proof of purchase must accompany all returned items.
• Items that are made-to-order, customised, or produced to customer specifications are non-refundable and non-exchangeable, unless found to be faulty or not as described.

We reserve the right to refuse a return if the item does not meet the above conditions.

How to Return

• All returns must be made to the original branch where the goods were purchased. Unfortunately, we are unable to process refunds or exchanges across different branches.
• Customers are responsible for arranging and covering the cost of returning goods to Mrowka Building Supplies.
• Please ensure all items are securely and appropriately packaged to prevent damage during transit.
• If returned items are received damaged, and the damage was not part of the original reason for return, we reserve the right to refuse a refund or exchange.

We recommend using a tracked delivery service when returning goods, as we cannot accept responsibility for items lost or damaged in transit.

Refunds

• Refunds will be issued once the returned goods have been
  received and inspected to ensure they meet our return conditions (unused, in original packaging, and in resalable condition).
• For items returned due to change of mind, the original delivery charge will be deducted from the refund amount if the goods were already dispatched.
• Refunds will be processed to the original payment method
  used at the time of purchase.
• Refund processing times can vary depending on your bank or payment provider. Typically, it takes around five (5) working days for the refunded amount to appear in your account.
• Delivery charges are non-refundable once an item has been dispatched, unless the item is faulty, incorrect or lost.

Cancellations (Online Orders)

• You may cancel your online order at any time prior to dispatch by contacting us by phone or email.
  If the order has already been dispatched, the standard returns policy will apply.
• Please note that cancellation rights do not apply to made-to-order or customised items , in accordance with the Consumer Contracts Regulations 2013, unless the goods are faulty or not as described.

Important Notes

• Returns without a valid invoice, or those made after 28 days from the date of purchase, will not be accepted.

Made-to-Order and Customised Items
In accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, the standard 14-day return period does not apply to:
Goods made to the consumer’s specifications or that are clearly personalised.
As such, we do not accept returns or cancellations for made-to-order or customised items, unless the item is:

• Faulty
• Not as described
• Unfit for purpose

Once a made-to-order item has been confirmed the order cannot be cancelled or refunded due to change of mind.