British Mouldings will be closed from 25th December and will reopen again on 5th January - Any orders placed during this time will be processed from January 5th.

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Please note: British Mouldings Will be closed between 24.12.24 and 02.01.25

Business Returns & Refunds Policy

Last updated: 1 June 2026

This Business Returns & Refunds Policy applies where Goods are purchased wholly or mainly for purposes relating to a trade, business, craft or profession.

It should be read alongside our Business Terms of Sale.

If you are purchasing Goods wholly or mainly for personal purposes outside your trade, business, craft or profession, our Consumer Returns & Refunds Policy applies instead.

If there is any conflict between this policy and our Business Terms of Sale, the Business Terms of Sale will take precedence.

 

1. Cancellations before production

Business Customers do not have an automatic cooling-off or change-of-mind cancellation period.

If you wish to cancel or amend an Order before production has begun, please contact us as soon as possible.

We will consider the request and, where possible, may agree to the cancellation or amendment in writing.

Where we agree to cancellation, we may deduct or charge reasonable costs already incurred specifically in connection with the Order where applicable.

 

2. Cancellations after production has commenced

Most British Mouldings products are manufactured to fulfil individual Orders.

Once production of Goods has commenced, Business Customers have no contractual right to cancel the affected Goods.

This applies to standard made-to-order Goods as well as bespoke, customised or modified Goods.

We may, at our discretion, agree to a cancellation after production has commenced, but we are not obliged to do so.

Where we agree to a cancellation, we may impose reasonable conditions, including payment for work already carried out, materials committed, completed Goods, transport, storage or other costs arising from the cancellation.

Nothing in this section affects any legal right you may have to terminate a Contract because of a material breach by us.

 

3. Returns of correctly supplied Goods

Business Customers do not have an automatic right to return correctly supplied Goods because they:

  • are no longer required;

  • have been over-ordered;

  • are unsuitable for the customer’s project;

  • are surplus to requirements;

  • have been ordered in incorrect quantities; or

  • are otherwise no longer wanted.

Any return of correctly supplied Goods requires our prior written agreement.

We may refuse a proposed return.

Please do not send Goods back to us without first obtaining our agreement.

Where we agree to accept a return, we will confirm the applicable return arrangements and any conditions in writing.

These may include requirements concerning the condition of the Goods, return deadline, transport arrangements and any agreed deduction, handling charge, restocking charge or other commercial adjustment.

 

4. Bespoke, customised and altered Goods

Bespoke, customised or modified Goods will not normally be accepted for return unless they are defective or we expressly agree otherwise in writing.

This includes Goods manufactured to customer-specific dimensions, designs or specifications and standard Goods which have subsequently been altered or modified at the customer’s request.

Goods that have been cut, drilled, filled, sanded, painted, installed, fixed or otherwise altered after supply will not normally be accepted for return unless the return relates to a defect for which British Mouldings is responsible.

 

5. Return transport

Where we agree to accept a return of correctly supplied Goods, you are responsible for arranging and paying for suitable return transport unless we expressly agree otherwise in writing.

British Mouldings does not normally arrange collection of unwanted Business Customer returns.

Products originally supplied using Small Item Delivery may be suitable for return using an appropriate parcel courier.

Products requiring Large Item Delivery, including 3 metre cornice and other large or fragile plaster mouldings, may require suitable specialist transport.

Any transport arrangements or costs agreed by British Mouldings for a particular return will apply only to that return.

 

6. Preparing Goods for an agreed return

Fibrous plaster is fragile and must be handled and packaged carefully.

Where reasonably possible, we recommend retaining and reusing the original packaging.

Ceiling roses and similar fragile mouldings should be securely and generously wrapped, positioned centrally within suitable outer packaging, protected against movement and provided with additional protection around edges and other vulnerable areas.

Any voids within the packaging should be securely filled to minimise movement during transport.

Cornice and other long mouldings should be adequately supported and protected along their length and at vulnerable edges and ends.

We strongly recommend using a reputable, trackable transport service with adequate insurance or other cover for the full value of the Goods being returned.

We also recommend photographing the Goods before packing and once packed, and retaining photographs, proof of dispatch and tracking information until the return has been completed.

Unless otherwise agreed, responsibility for Goods being returned remains with you until they are received by us.

 

7. Inspection of agreed returns

Goods returned with our agreement will be inspected when received.

Any refund, credit or other adjustment will be subject to the return conditions agreed between us.

Where Goods are returned in a materially different condition from that agreed, or are lost or damaged during return transport before they are received by us, any refund, credit or other adjustment may be reduced or refused to reflect the resulting loss or reduction in value, subject to the terms agreed for the return and applicable law.

Our acceptance of a return on one occasion does not create an obligation to accept similar returns in the future.

 

8. Damaged, defective or incorrectly supplied Goods

Please inspect Goods as soon as reasonably practicable after Small Item Delivery, Large Item Delivery or Collection from Norwich.

If Goods have visible transit damage, are incorrect, or you believe that they are defective or do not conform to the Contract, please contact us promptly.

Where reasonably possible, visible transit damage should be reported within 48 hours.

Prompt notification helps us investigate the circumstances and, where applicable, raise the matter with the carrier.

A failure to notify us within 48 hours will not automatically extinguish a valid legal claim, but a delay which materially prejudices our ability to investigate may be relevant when determining the claim.

We may ask you to provide photographs or other information showing:

  • the Goods;

  • the alleged defect or damage;

  • the affected area;

  • internal packaging;

  • external packaging; and

  • visible damage to the packaging.

Please retain the affected Goods and relevant packaging while the matter is being investigated.

You should not repair, alter, install or dispose of Goods which you claim are defective without giving us a reasonable opportunity to investigate where doing so would materially prejudice our ability to assess the claim.

 

9. Remedies for defective or incorrectly supplied Goods

Where Goods are defective, do not conform to the Contract, have been incorrectly supplied, or British Mouldings is otherwise responsible under the Contract or applicable law, we will deal with the matter in accordance with our Business Terms of Sale and applicable law.

Depending on the circumstances and the rights and remedies applicable to the Contract, we may repair or replace affected Goods, provide an appropriate price adjustment or refund, or provide another appropriate remedy.

We may require the Goods to be returned or made available for inspection.

Where British Mouldings is responsible for the relevant defect, non-conformity or error, we will bear reasonable return or collection costs where required under the Contract or applicable law, or where otherwise agreed.

For some Goods, particularly where return would be disproportionate to the value or condition of the Goods, we may agree an appropriate remedy without requiring the original Goods to be returned.

 

10. Handmade fibrous plaster

British Mouldings products are traditionally manufactured from fibrous plaster.

Minor variations can occur between individual pieces and manufacturing batches.

These may include minor surface variations, casting marks, minor hairline marks, slight dimensional variation and other characteristics associated with traditional handmade fibrous plaster manufacture.

These characteristics do not necessarily constitute defects.

Traditional fibrous plaster requires appropriate handling, storage, installation and finishing.

Normal installation and finishing may include cutting, joining, filling joints and fixing points, making good, surface preparation and decoration.

If you are unsure whether something you have received is a normal characteristic of fibrous plaster or a potential defect, please contact us before carrying out repairs, alterations or installation.

 

11. Damage after delivery or collection

Once risk in the Goods has passed to you in accordance with our Business Terms of Sale, you are responsible for appropriate handling, transport, storage and protection of the Goods.

British Mouldings is not responsible for damage caused after risk has passed as a result of inappropriate handling, storage, transport, fixing, installation, finishing, alteration, repair or misuse.

This includes damage caused by unsuitable fixing methods, inadequate structural support or inappropriate handling of fragile fibrous plaster.

This does not exclude liability for an underlying defect or other matter for which British Mouldings remains legally responsible.

 

12. Incorrect quantities and surplus material

You are responsible for determining the quantities required for your project unless British Mouldings has expressly agreed in writing to undertake quantity calculations as part of our services.

Any general quantity guidance provided by us is guidance only.

For cornice, panel mouldings and other Goods requiring cutting and joining, we recommend allowing at least 10% additional material for cuts and wastage.

The appropriate allowance depends on the individual project and may be greater.

Surplus material resulting from over-ordering does not create a right to return the Goods.

Similarly, where insufficient quantities have been ordered, additional Goods will normally constitute a new Order and will be subject to applicable pricing, production lead times and delivery charges.

 

13. Refunds and credits

Where we agree to accept the return of correctly supplied Goods, any refund, credit, deduction, restocking charge or other adjustment will be as agreed in writing for that return.

We are not required to refund original delivery charges for a discretionary return of correctly supplied Goods unless we expressly agree otherwise.

Where a refund or credit arises because Goods are defective, incorrectly supplied or because of another matter for which British Mouldings is legally responsible, it will be dealt with in accordance with our Business Terms of Sale and applicable law.

Where a monetary refund is due, we will normally make it using the original payment method where reasonably practicable, unless otherwise agreed.

 

14. How to request a return

Please contact us before returning any Goods.

Please provide:

  • your business or trading name;

  • your Order Number;

  • the Goods concerned;

  • the quantity concerned;

  • the reason for the proposed return; and

  • photographs or other supporting information where the Goods are alleged to be damaged or defective.

Unless we expressly agree otherwise, Goods authorised for return should be sent to:

British Mouldings
Decorative Mouldings UK Ltd
8 Hurricane Way
Norwich
Norfolk
NR6 6EY

Email: info@britishmouldings.co.uk
Telephone: 01603 940 444

Please do not dispatch Goods until we have confirmed that the return has been agreed and provided any relevant return instructions.

 

15. Consumer purchases

This policy applies only to purchases made wholly or mainly for purposes relating to a trade, business, craft or profession.

Consumers have different legal rights, including rights which may apply to distance purchases.

Consumer purchases are subject to our Consumer Terms of Sale and Consumer Returns & Refunds Policy.