Returns & Refunds

Before returning any item, you must contact us first to obtain authorisation. Please do not send goods back without speaking to our team, as unauthorised returns may not be accepted.

To start a return, call us on 01422 647337 or email accounts@splashsupplyco.co.uk with your order number and the reason for the return. For damaged or faulty goods, we may ask you to provide photographic evidence before we can proceed.

If you are a private individual (not purchasing for a business), you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.

To exercise this right, you must notify us in writing within 14 days of delivery. Items must meet all of the following conditions to qualify:

• Completely unused and uninstalled
• In their original, undamaged packaging
• In fully resaleable condition
• Returned within 14 days of cancellation notification

Please note: trade and business customers do not benefit from the same statutory cancellation rights as private consumers.

For any return to be accepted, the following conditions must be met:

• Damages, shortages, or issues must be reported to us within 3 days of delivery
• Items must be unused and in their original packaging
• Items must be returned in as-new, resaleable condition
• A return must be authorised by our team before goods are sent back

A restocking charge of up to 25% of the original order value may be applied to returned goods. This charge covers the cost of inspection, repackaging, and returning items to stock.

Restocking charges also apply to items that have been ordered specifically from a supplier on your behalf, including special orders and items not held in our standard stock range. Please bear this in mind before placing your order.

The cost of returning goods to us is your responsibility unless the items are faulty, damaged in transit, or incorrectly supplied.

You are also responsible for ensuring that goods are packaged securely for return transit. Items must be adequately protected to prevent damage during carriage. Splash Supply Co cannot be held liable for any damage or loss that occurs during the return journey.

For large or heavy items such as wall panels, cladding boards, and pallet deliveries, return shipping costs can be significant. We recommend contacting us before ordering if you have any doubts about a product.

Certain items cannot be returned under any circumstances, except where they are proven to be faulty or incorrectly supplied. These include:

• Items that have been cut to size, trimmed, or custom ordered
• Items that have been installed, fitted, or used in any way
• Items returned without their original packaging
• Adhesives, sealants, and consumable products that have been opened
• Clearance, sale, or end-of-line items (unless faulty)
• Items specially ordered from a supplier on your behalf

If your order arrives damaged or you believe an item is faulty, you must report this to us within 48 hours of delivery. Reports made after this period may not be accepted.

When reporting damaged or faulty goods, please retain all original packaging and take clear photographs of the damage before contacting us. This helps us resolve your query as quickly as possible and supports any claim with the carrier.

Where a genuine fault or transit damage is confirmed, we will work with you to find a suitable resolution — whether that is a replacement, a credit, or a refund.

We strongly recommend that you inspect all goods thoroughly before beginning any installation work. Once an item has been installed, it cannot be returned — regardless of the reason.

If you are unsure about a product, please contact our team before installation. We are happy to advise and, where possible, resolve any concerns before work begins.

By proceeding with installation, you are confirming that the goods are in acceptable condition and fit for purpose.