Refunds and returns

Returns & Refunds

If you wish to return unwanted goods to Ducting Superstore. we are happy to accept them back in resalable condition for a full refund subject to our terms and conditions as agreed to at the time of purchase.

In the case of damage in transit we may ask you to provide photos, This is simply because photographs can convey quickly the exact nature and extent of the damage. They will help us make a claim with our couriers and they can be used to help improving packaging.

Please do not send anything back to us before you have had a returns confirmation from us as this will delay the process. 

You may return your order within 30 working days from the day following delivery, subject to the following conditions and easy returns procedure.

  • Request a return via email -
  • The returns number must be clearly highlighted on the outside of the package in such a way that it does not damage the original retail packaging.
  • When the goods are returned to our warehouse they will be inspected to ensure all parts are present and in a good condition.
  • After informing us within the 30 working day period you then have a further 5 working days for the goods to be returned to us at Ducting Superstore.
  • We will then issue you a full refund for the good’s that have been returned.
  • If the goods have been dispatched to you and then you have ‘changed your mind' you are responsible for the cost of sending the items back to us.
  • For the purposes of this policy an error made when ordering on your behalf will be treated exactly as if you have ‘changed your mind'.
  • Any costs incurred to us for the refusal of a courier delivery will be deductable from your refund.

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However items can get damaged in transit and whilst often it is only the packaging that is damaged, the products themselves are occasionally affected. Items also can occasionally get misrouted or lost in transit. If you have experienced this with your order please contact our After Sales Depot immediately and we can get the situation resolved quickly. Please note damaged items we require pictures to speed up the process.

  • You agree to open all the boxes and check the goods for damages or missing items on the day of delivery.
  • Ducting Superstore must be notified within 7 days of the delivery, if we are NOT notified within 7 days we are unable to claim from either the manufacturer or the carrier.
  • You agree to indemnify us in full for any losses we suffer because of your failure to notify us within 7 days.

In the unfortunate event you receive a faulty item please see below for our procedures. If an item has or develops a fault within the warranty period, please contact the manufacturer directly to arrange a repair or replacement. In most cases the manufacturer will arrange a collection and repair at no cost to yourself.

Whilst we are more than happy to return faulty items to the manufacturer on your behalf, this does add an additional layer of administration to the repair process and ultimately increases the overall repair time (this can sometimes take around 2-4 weeks). For this reason we recommend you return any faulty products directly to the manufacturer.

  • All goods are tested on return to verify the fault and always before a replacement or refund is processed.
  • We will refund the costs of the goods and the delivery charge if the goods are tested and proven to be faulty by the manufacturers.
  • Any goods proven to be non-faulty will be returned to you.

If you have any questions or require assistance please email - or call 01622 236320