Cancellation, Returns & Refunds

Cancellation, Returns & Refunds

1.0. The sooner we receive notification of cancellation, the easier it is to organise. Please call us on 01538 398 708, or email us on, quoting your order or invoice number and we will happily make an assessment and deal with your request.

1.1. You may cancel your order and return the items purchased to us by giving us notice of cancellation within 14 days of the date of delivery to you. In relation to goods delivered to you, you may need to take delivery of the goods before you can cancel your order if the goods are placed into our delivery process before we receive your notice of cancellation (For example: Any delivery that is not delivered on our own fleet of delivery vehicles). Where your order comprises multiple delivery shipments, the 14-day cancellation period for the goods in your order runs from the date of the delivery of the last shipment to you. All goods returned must be in new condition and without any damage or deterioration, paying particular attention to product coating and form, including but not limited to, scratches, blemishes, dents, gouges, tears, slices and deformation.

1.2. You will lose your right to cancel after the expiry of the 14-day period referred to in clause 8.1 of our Terms & Conditions (this does not affect your rights if there is any problem with the goods).

1.3. To exercise your right to cancel, you may inform us of your decision to cancel by phone on 01538 398 708 or email using You may also cancel by informing us at our facility. If you are cancelling because of any problem with the goods, please notify us of the problem at the time of cancellation.

1.4. On cancellation for whatever reason, where you have received the goods, you must return the goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of the cancellation at your cost (subject to clause 8.9 of our Terms & Conditions), unless we agree that you may dispose of them. For more information on the ways in which you can return the goods you have received, please contact our sales team by telephone on 01538 398708, or email us at

1.5. Following cancellation, subject to clause 8.7 of our Terms & Conditions, we will refund you the price paid for the cancelled order (or part of the order cancelled). We will not refund the delivery charges. We will pay the refund within 14 days after the day: (a) you notified us to cancel your order, where you have not received the goods; or, (b) we receive the goods you returned to us, where you are in receipt of the goods.

1.6. We will refund you using the same means of payment as you used to pay for your order or purchase.

1.7. We reserve the right to make a deduction from the amount of the refund for loss in value of the products returned where the products show signs of damage or deterioration, paying particular attention to the condition of product coatings and form; We may withhold any refund until we have received and assessed the goods.

1.8. Your right of cancellation does not apply to products that are cut or manufactured to your requirements, made to measure, made to order, made to your specifications, non-stock, (for example, made to order sheets, flashings and purlins). 

Faulty Goods

1.9. Where the goods are being returned because they are faulty, we will meet the cost of return delivery, but we ask that you allow us to organise the collection ourselves. Your right to return goods in these circumstances is not limited to the 14-day period in clause 8.1 of our Terms & Conditions.

1.10. Without prejudice to your right to cancel orders generally under this clause 8 of our Terms & Conditions, if you have notified us of a problem with the goods within 14 days of delivery or collection, you have a right to reject the goods and receive a full refund, or alternatively we are happy to provide a replacement.

Collections and Orders Purchased at our Trade Counter

1.11. In this instance, returns and cancellations are not subject to clause 8.0 thru 8.10 of our Terms & Conditions. All requests will be dealt with on a case-by-case basis. If accepted, the goods must be returned in new condition and a 15% re-stocking fee may be applied to your credit or refund. Custom orders cannot be cancelled or returned. However, if manufacture is yet to commence, or a custom accessories order has not yet been dispatched, we will endeavour to meet your request.

1.12. If accepted, we reserve the right to make a deduction from the amount of the credit or refund for loss in value of the products returned where the products show signs of damage or deterioration.

1.13. MCS Roofing & Cladding Supplies Ltd will not be liable for the cost of returning any items.



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