Return Policy

We want you to be completely happy with your purchase from Shelters and Canopies (a trading name of Express Matting Services Ltd). If something isn't right, here is how returns work. Your statutory rights are not affected.

Returns

If you are buying as a consumer, you may return a standard (non-customised) item within 14 days of receiving it.

To qualify for a return:

  • The item must be unused and unassembled
  • It must not have been fixed or installed, and should be in its original packaging

There is no restocking fee.

Made-to-order items: shelters made to your chosen specification (for example a powder-coated colour or optional extras) cannot be returned for a change of mind. You can cancel any order free of charge before production starts.

To start a return, email sales@sheltersandcanopies.co.uk with your order number. We will send you the return address or collection details.

Return costs

  • Change of mind: you pay the cost of returning the item. As shelters are large, palletised goods, we can arrange collection and deduct the cost from your refund — we will tell you the price first.
  • Faulty, damaged or incorrect items: we pay all return or collection costs.

Damaged items

If your order arrives damaged, has missing parts or is incorrect:

We will repair, replace or refund the item, in line with the Consumer Rights Act 2015.

Refund processing

Once we receive and inspect your returned item, we will email you to confirm.

Approved refunds are made to your original payment method within 14 days of us receiving the item back.

If your refund seems delayed:

  1. Check with your bank or card provider — refunds can take a few working days to appear
  2. If it still hasn't arrived, email us at sales@sheltersandcanopies.co.uk

Contact us

If you have any questions about a return or refund, contact us:

Email: sales@sheltersandcanopies.co.uk
Phone: +44 1282 270214
Monday to Friday, 08:30–17:00 (UK time)