Returns & Refunds Policy

1. General Position

We want customers to receive the correct goods in good condition. Customers should check all goods on delivery or collection and notify us of any damage, shortage or discrepancy within 24 hours.

2. Consumer Online / Telephone Orders

Where a consumer purchases goods online or by telephone, statutory cancellation rights may apply. Consumers generally have 14 days from receiving goods to tell us they wish to cancel, and a further 14 days to return the goods, unless an exclusion applies.

3. Business / Trade Customers

Business and trade customers do not have the same automatic cancellation rights as consumers. Returns for business customers are subject to approval and may be refused or subject to restocking/handling charges.

4. Non-Returnable Items

The following may not be returnable unless faulty:

• Special order goods
• Cut-to-size materials
• Mixed materials
• Tinted paint
• Bespoke items
• Products opened or damaged after delivery
• Goods not in resaleable condition
• Perishable / dated items
• Items installed or used

5. Condition of Returned Goods

Returned goods must be unused, in original packaging where applicable, complete, clean and in resaleable condition. We may reduce or refuse a refund where goods have been handled beyond what is reasonable or returned damaged.

6. Faulty or Incorrect Goods

If goods are faulty, incorrectly supplied or not as described, customers should contact us promptly with order details, photos and a description of the issue. We will assess the issue and provide an appropriate remedy.

7. Return Costs

Where goods are returned due to customer error or change of mind, the customer is responsible for return costs unless agreed otherwise. Where goods are faulty or incorrectly supplied, we will advise the appropriate return or replacement process.

8. Refunds

Approved refunds will be processed to the original payment method where possible. Refund timing may depend on bank/payment provider processing times. We may withhold refunds until goods are returned or evidence of return is provided where permitted by law.

9. How to Request a Return

Contact SBM with the following:

• Order number
• Item details
• Reason for return
• Photographs where relevant
• Preferred outcome

Your Statutory Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 and other applicable UK consumer law, including the right to goods that are of satisfactory quality, as described and fit for purpose.