Refund & Returns Policy

We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

Return Window

You may return most items within 14 calendar days of receiving your order for a refund or exchange.

Conditions for Returns

  • Items must be unused, uninstalled, and in original packaging.
  • Products must be in resalable condition.
  • You must provide proof of purchase (e.g., order number or invoice).
  • Returns must be authorised by our customer service team before being sent back.

Non-Returnable Items

  • Custom-cut lengths (e.g., pipework cut to size)
  • Made-to-order or bespoke items
  • Products that have been used, damaged, or altered after delivery
  • Items returned without prior authorisation

Exchanges

If you ordered the wrong item or need a different size/type, we’re happy to arrange an exchange. Standard return conditions apply.

Refunds

Once your return is received and inspected:

  • We’ll notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method within 5–7 business days.
  • Original delivery charges are non-refundable unless the item was faulty or sent in error.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.
  • We recommend using a tracked service and retaining proof of postage.
  • For large or palletised items, please contact us to arrange collection (charges may apply).

Faulty or Damaged Items

If your item arrives damaged or defective:

  • Notify us within 48 hours of delivery.
  • Provide photos and a description of the issue.
  • We’ll arrange a replacement, refund, or repair at no cost to you.

How to Start a Return

Please contact our customer service team at sales@drainageguys.co.uk with:

  • Your order number
  • The item(s) you wish to return
  • The reason for return
  • Any supporting photos (if applicable)