Refund policy
Updated August 2024
Can I return or cancel my order?
You have the right to cancel your order before your order has been dispatched to you.
You can also cancel your order for up to 14 days after you receive your goods. This includes cancelling all or part of your order; however we can only accept returns of full boxes or complete sheets of material. Goods which are not standard goods or which are made to a customer’s specification can only be returned if there is a manufacturing fault or if the goods are damaged when they arrive with you.
Once you have contacted us to arrange the return of goods, the goods must be dispatched to us within 14 days of telling us of the return.
You will be liable for the cost of returning the goods unless
- there is a manufacturing fault, or
- the goods are damaged when they arrive with you, or
- your original order was shipped without a delivery charge..
We suggest that you retain the packaging so that this can be reused, if possible, for the return of the goods. You are responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Please also see clause 6.6 of our terms of sale.
Please send an email to sales@altrotradehub.com or telephone our customer service line on +44 1462 480480 to return your goods and we will provide you with a returns reference.
For your peace of mind, we suggest that sending returns using a delivery service that gives you insurance for the full value of the goods.
Unfortunately, any items received that are, in our reasonable opinion, damaged or not packaged correctly will not be accepted back into stock and we will not be able to refund you
PLEASE NOTE: Due to the nature of the products (size, weight etc) please do not attempt to return products before contacting us and agreeing the return method and receiving a returns reference. Any items returned without a valid reference will not be accepted.
What can I do if the product arrives damaged or has a manufacturing fault?
We are committed to making sure that the products reach you in perfect condition but if you do experience a problem please contact our customer care team on +44 1462 480480 and they can arrange a replacement, or discuss the return options with you
How will I receive my refund?
On receiving the returned goods, we will inspect them to confirm that they are in suitable condition to be offered for resale. Once that’s been done, a refund will be made on the debit/credit card which you used to pay for your order. We’ll try to do this as soon as possible, but in busy periods, this may take up to 14 days
For more information simply contact us at URL TBC, send an email to sales@altrotradehub.com or telephone Our customer service line on +44 1462 480480, have your order number ready and our friendly team will help you through the process.
Full terms and conditions are available on the website and can be accessed via here