Refund policy

Returns & Refunds Policy

(In line with UK Consumer Law)

At Evolution Rubber Products, we want you to be fully satisfied with your purchase. This policy sets out your rights and our responsibilities regarding returns, refunds, and cancellations. It is designed in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Your Statutory Rights

Nothing in this policy affects your statutory rights.

  • If goods are faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or refund.

  • You also have the right to cancel most online purchases within 14 days of receiving them (the “cooling-off period”), subject to the exemptions below.

2. Eligibility for Returns

  • Returns must be requested within 14 days of delivery.

  • Goods must be unused, in their original packaging, and in resalable condition unless faulty.

  • Custom, cut-to-size, mixed resin kits, or specially sourced products are exempt from cancellation/return unless they are faulty or not as described.

  • For loose loads (tipped deliveries), please inspect the product safely with the driver before tipping. Once tipped, the load cannot be returned.

3. How to Request a Return

To initiate a return or cancellation, please contact us in writing at andy@groundsurfaces.co.uk within the time limits stated above.

  • Include your order number, the product(s) concerned, and the reason for return.

  • Once approved, we will provide instructions for return or arrange collection (collection charges may apply).

4. Return Costs

  • If you are returning goods because you have changed your mind or over-ordered, you are responsible for return shipping costs.

  • For palletised or bulk items, return transport can be costly; we will confirm the cost before arranging collection.

  • If goods are faulty or incorrectly supplied, we will cover the cost of return.

5. Refunds

  • Refunds will be processed once returned goods have been received and inspected.

  • Refunds are made via the original payment method within 14 days of us receiving the goods back (or proof of return).

  • Delivery charges are non-refundable unless the goods are faulty or supplied in error.

6. Damaged or Faulty Goods

  • If your order arrives damaged, please notify us within 48 hours of delivery, with photographs of the product and packaging.

  • We will arrange a replacement, partial refund, or full refund depending on the situation.

7. Cancellations (Cooling-Off Period)

  • Orders can be cancelled before dispatch for a full refund.

  • After dispatch, you have the right to cancel within 14 days of delivery, except for items that are exempt (see Section 2).

  • Once an order is cancelled, you have a further 14 days to return the products to us. We can arrange collection, but both outgoing shipment costs and return shipment costs will be assigned to you unless otherwise stated (see Section 4).

  • Once goods are received back in acceptable condition, a refund will be issued.

8. Exemptions (Non-Returnable Items)

The following items cannot be returned unless faulty or not as described:

  • Loose loads delivered by tipper/walking floor vehicles (once tipped).

  • Opened bags, part-used kits, or mixed resin binders.

  • Custom orders, cut-to-size products, and specially sourced items.