Returns & Refunds Policy

At West Sussex Scaffolding, every product is checked for quality before it leaves our depot. However, we understand that issues can occasionally arise, and this policy explains how returns, replacements and refunds are handled. Please read it carefully so you know what to expect.

Missing Items

If anything is missing from your order when it arrives, please point this out to the driver straight away. Once confirmed, we will dispatch the missing items to you within 1–2 working days at no extra cost.

If you only notice something is missing after the driver has left, contact us as soon as possible by phone or email, quoting your order number, and we will put it right.

Damaged or Faulty Items

All goods are inspected before dispatch, but on rare occasions, a fault may slip through, or damage may occur in transit.

• If you spot the problem on delivery, tell the driver, who will take the affected items back with them. Replacements will be sent out to you within 1–2 working days at no charge.
• If you spot the problem after the driver has left take clear photographs of the fault or damage and email them to us at office@westsussexscaffolding.co.uk along with your order number. Once verified, we will arrange for replacement items to be sent out to you free of charge.

Nothing in this policy affects your statutory rights in respect of goods that are faulty, damaged or not as described.

Items Ordered in Error / Unwanted Goods

If you have ordered the wrong items, or no longer need part or all of your order:

1. At the point of delivery: let the driver know which items you do not wish to keep and they can be returned with the vehicle. Please also email us to confirm which items you are returning and whether you would like a replacement or a refund.
2. After delivery: if you would like us to come back and collect unwanted items, a collection charge equal to the original delivery cost will apply. If your items were delivered by courier, you may instead return them at your own expense via courier or Royal Mail Signed For, ensuring the goods are adequately packaged and protected in transit.
3. Refunds for unwanted goods: refunds cover the price of the goods only. The original delivery charge is non-refundable.
4. Exchanges: if you would like different items instead, we will treat this as a new order and a redelivery charge will apply.

Bespoke and Customised Items

Items that have been cut to size, painted, treated or customised in any way to your specification cannot be returned or refunded, unless they are faulty.

Condition of Returned Goods

All returned items must be in the same condition in which you received them — unused, undamaged and fit for resale. We reserve the right to refuse a refund, or to make a deduction from it, if we consider that goods have been used, altered or damaged while in your care.

How Refunds Are Processed

Once returned items have arrived back at our depot and passed inspection, your refund will be approved and payment issued within 2–3 working days. Refunds are made to the original payment method used when placing the order.

Your Statutory Rights

If you are purchasing as a consumer (not as a business), you may have additional rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, including a 14-day cancellation period for most online purchases. This policy does not affect those statutory rights.

Contact Us

West Sussex Scaffolding

Tel: 0800 1337934 Email: office@westsussexscaffolding.co.uk