REFUNDS & RETURNS

Refunds & Returns Overview

At BRISTOL SOUNDPROOFING PRODUCTS LTD, we want you to feel confident when ordering from us. This page explains how our refunds and returns process works, what items may be eligible for return, and what to do if something arrives damaged, incorrect or unsuitable.

Please read the information below carefully before arranging a return, as some products may be subject to specific return conditions due to their nature, packaging or handling requirements.

Returning a Standard Item

If you would like to return a standard stock item, please contact us before sending anything back. We will confirm whether the item is eligible for return and advise you on the next steps.

Returned items should be sent back within the agreed return period and must meet our return conditions, including being unused, in a resalable condition and, where possible, in their original packaging.

Item Condition Requirements

To be accepted for return, items should be in the same condition they were received in. This means they must not be used, installed, cut, damaged or altered.

Products should be returned with all original parts, accessories and packaging where applicable. If a returned item is received in a condition that makes it unsuitable for resale, we may be unable to approve a refund or may need to apply a deduction.

Items That May Not Be Eligible

Some products may be excluded from return due to their nature. This can include special-order items, cut-to-size materials, made-to-order products, opened consumables, or any items that cannot be resold once dispatched or opened.

If you are unsure whether your item can be returned, please contact us before arranging anything. We will confirm eligibility based on the product and the circumstances of the order.

Issues on Arrival

If your order arrives damaged, incomplete or incorrect, please contact us as soon as possible after delivery. We may ask for photographs of the packaging, labels and affected items so we can investigate quickly.

Please do not install or use damaged or incorrect items before speaking with us. Once we have reviewed the issue, we will advise on the appropriate next step, which may include a replacement, collection, refund or other resolution.

How Refunds Are Processed

Once a returned item has been received and checked, we will confirm whether the return has been approved. If approved, any refund due will be processed back to the original payment method unless otherwise agreed.

Refund times can vary depending on the payment provider and the nature of the return. Delivery charges and return costs may not always be refundable, particularly where a return is due to a change of mind rather than a fault or fulfilment issue.

Who Pays for the Return

Return shipping or collection costs may apply depending on the reason for the return and the product involved. If an item is being returned because it is no longer wanted, return transport is usually the customer’s responsibility unless otherwise agreed.

If the return is due to an error on our part or a confirmed issue with the goods supplied, we will review the matter and advise whether collection or return costs will be covered by us.

Return Request Process

To start a return, please contact our team with your order details, the item(s) you wish to return, and the reason for the return. This helps us assess the request and provide the correct instructions before anything is sent back.

We recommend waiting for confirmation from us before arranging any return shipment or collection, as some products may require specific handling or authorisation.

Need Help With a Refund or Return?

If you need help with a return, a damaged item, or a refund query, please contact us through our Contact Us page and include as much detail as possible so we can assist quickly.