Refund Policy
Last Updated: September 2026
At Material Hub UK, we want you to be satisfied with your purchase. If you receive a product that is damaged, incorrect, faulty, or does not meet the applicable requirements, please contact us as soon as possible so we can review the issue and provide an appropriate solution.
Returns
You may be able to return eligible products in accordance with your statutory rights and the terms of your order.
Where applicable, we will provide instructions for returning the product.
Damaged or Incorrect Items
If your order arrives damaged, contains the wrong product, or has missing items, please contact us as soon as possible.
We may ask you to provide:
- Your order number
- Details of the problem
- Photographs of the product or packaging
- Photographs showing any visible damage
- Any other information reasonably required to investigate the issue
We will review the matter and, where appropriate, arrange a replacement, refund, or another suitable resolution.
Faulty Products
If a product is faulty or does not meet the applicable legal requirements, please contact us with details of the problem.
Depending on the circumstances and your statutory rights, we may offer a repair, replacement, refund, or another appropriate remedy.
Change of Mind
For eligible purchases made online, consumers may have cancellation rights under applicable UK consumer law.
Certain products or circumstances may be excluded from cancellation rights, including products that are made to a customer's specifications, personalised products, or other items where an applicable legal exception applies.
If you wish to cancel an order because you have changed your mind, please contact us as soon as possible.
Product Condition
Where a return is permitted because of a change of mind, products should be returned in accordance with applicable legal requirements and should not have been used or handled beyond what is reasonably necessary to establish their nature, characteristics and functionality.
Construction materials that have been cut, altered, installed, damaged through improper handling, or otherwise modified may not be eligible for a change-of-mind return where applicable law permits an exclusion or reduction.
Refunds
Once we have reviewed the returned product or confirmed that a refund is appropriate, we will process the refund using the original payment method where reasonably possible.
The time taken for the funds to appear in your account may depend on your bank or payment provider.
Where a refund is required under applicable consumer law, we will process it in accordance with those legal requirements.
Delivery Charges and Return Costs
Where an item is faulty, damaged, incorrect, or otherwise qualifies for a remedy under applicable law, we will deal with delivery and reasonable return costs as required by law.
For change-of-mind returns, return delivery costs may be the customer's responsibility where legally permitted and where this was communicated before the purchase.
Non-Returnable Situations
A return or refund may not be available where permitted by law if a product:
- Has been installed or substantially used
- Has been cut, modified, or altered
- Has been damaged after delivery due to improper handling
- Was made specifically to the customer’s requirements
- Has been damaged because of incorrect storage or installation
- Is otherwise excluded from cancellation or return rights under applicable law
How to Contact Us
For returns, refunds, damaged products or other order issues, please contact:
Please include your order number and a clear description of the issue so that we can assist you as quickly as possible.
Your Statutory Rights
Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable UK consumer protection law.
Where this policy conflicts with your statutory rights, your statutory rights will take precedence.
