Thank you for shopping at Trade Superstore Online. We want to ensure that you are completely satisfied with your purchase. By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to our refund policy.
Return Policy for stocked and non-bespoke products
We have a 14-day return policy for all stocked and non-bespoke product, which means you have 14 days after receiving your item to request a return at your own cost. Please note this does not cover our bespoke made to measure products.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase or your email order confirmation. Please be advised that all returns are subject to a restocking fee. This fee covers administrative costs, stock replenishment, and the handling of returned goods, and will be confirmed at the time of arranging the return.
To request a return, please complete our Returns Form also located at the bottom of this page. All return requests are reviewed on a case-by-case basis. If your return is approved, you will be provided with the appropriate return address and instructions. Please note that items sent back to us without first submitting a return request via the form will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method. Please allow up to 14 days for the refund to be completed. This timeframe accounts for the item reaching the appropriate department, undergoing inspection, processing of the refund, and the time required by your bank or credit card provider to post the refund to your account.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Any damages or manufacturing faults must be reported within 48 hours of receipt.
Exceptions / non-returnable items
Bespoke products are any doors, windows, roof lanterns, bespoke baths, skirting boards, architraves and others purchased from Trade Superstore Online. Any of these are advertised on our website and are non-stock items and made to measure, we have specific refund policies in place. Please read this policy carefully before making a purchase.
Non-Refundable/Non-Returnable Products:
- Doors, Windows and Roof Lanterns: All doors, windows and roof lanterns sold on our website are considered non-stock items and made to measure. Due to the custom nature of these products, they cannot be returned or refunded once the order has been placed and production has begun. We strongly encourage you to double-check all measurements and specifications before finalising your order.
- Hardie Plank Cladding: Any James Hardie cladding items are non-returnable due to transportation logistics and costs. James Hardie cladding products cannot be returned or refunded once the order has been delivered to site.
- Other bespoke items include but are not limited to:
Cut-to-size or Made-to-order Products
- Timber cut to custom lengths
- Timber skirting boards and architraves (especially if painted, trimmed, or part-used)
- Bespoke joinery (doors, windows, frames)
- Custom-glazed units
- Bespoke baths
- Worktops or countertops cut to size
Powdered, Wet, or Set Materials
- Cement
- Plaster
- Mortar
- Adhesives or sealants once opened
- Paint or coatings that have been tinted or mixed
Palleted or Bulk Products
- Aggregates (sand, gravel, ballast)
- Concrete blocks or bricks (unless full, sealed pallets)
- Plasterboard or insulation (if packaging is opened or damaged)
Perishable or Shelf-life Limited Goods
- Certain adhesives, silicones, or chemicals
- Expiry-dated materials
Special Order or Direct Ship Items
- Items delivered direct from supplier or manufacturer
- Products not normally stocked
- Large or heavy items with high restocking or return transport costs
Electrical & Safety Items
- Circuit breakers, sockets, or other electrical items (for safety/regulatory reasons)
- PPE or clothing (e.g., gloves, helmets) once opened
Opened or Damaged Packaging
- Once a pack is opened, many items lose resale value
- This includes flooring, tiles, insulation, skirting boards, and architraves
Exceptions:
-
Manufacturing Defects: In the rare event that your door, window, roof lantern or James Hardie board and any other bespoke product that arrives with a manufacturing defect, we will work with you to resolve the issue. Please contact our customer support team within 48 hours days of receiving the product, providing detailed information and supporting evidence (e.g., photographs) of the defect. We may request additional information or arrange for an inspection if necessary.
Process for Requesting a Refund:
To request a refund for a defective or damaged product as described above, please follow these steps:
- Contact our customer support team via email or phone within the specified timeframe (7 days for manufacturing defects and 48 hours for shipping damage).
- Provide your order number, a detailed explanation of the issue, and any supporting evidence (such as photographs).
- Our customer support team will review your request and may request additional information or evidence if needed.
- If your refund request is approved, we will provide you with instructions on how to proceed. Please note that any refunds will be issued in the same form of payment used for the original purchase.
Please note the following additional terms and conditions:
-
Customised Orders: Products such as but not limited to doors, windows, roof lanterns, mixed paints and bespoke baths that have been customised according to your specific requirements, such as unique colours, sizes, or design modifications, are considered non-refundable even in the case of manufacturing defects or shipping damage. It is essential to review all customisation details carefully before placing your order.
-
Installation: Our refund policy only covers the product itself and does not extend to installation or labour costs. We recommend consulting with a professional installer before purchasing our products to ensure proper fit and installation.
-
Cancellations: Once an order has been placed, cancellations are not possible for doors and windows as they are made to measure. Therefore, please carefully consider your purchase before finalising your order.
-
Change Requests: Modifications or changes to an order cannot be made once it has been placed. It is crucial to review your order details thoroughly to avoid any potential issues.
-
Our delivery lead times are as stated in our Delivery Policy, but please be aware that unforeseen circumstances may lead to delays beyond our control. We are committed to keeping you informed and providing revised delivery estimates if necessary. Your satisfaction is our priority, and we appreciate your understanding.
-
We would like to inform you that Trade Superstore Online (TSO UK Ltd.) cannot be held responsible for any costs incurred as a result of delays in order processing or delivery. While we make every effort to ensure prompt and efficient service, certain factors beyond our control may occasionally cause delays. We appreciate your understanding in these situations and recommend planning accordingly to minimize any potential disruptions. Your satisfaction is important to us, and we are dedicated to serving you to the best of our ability. If you have any questions or concerns, please don't hesitate to reach out to our customer support team.
By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to our refund policy.
If you have any questions or concerns regarding our refund policy, please contact our customer support team, and we will be happy to assist you.
