Consumer Returns & Refunds Policy
Last updated: 1 June 2026
British Mouldings produces traditional handmade fibrous plaster mouldings. Most of our products are manufactured to fulfil individual orders and require appropriate handling, transport, installation and finishing.
This policy explains your rights if you change your mind, what happens if there is a problem with your order, and how Goods should be returned.Â
Nothing in this policy affects your statutory rights.
This policy should be read alongside our Consumer Terms of Sale. If there is any conflict between this policy and the Consumer Terms of Sale, the Consumer Terms of Sale will take precedence.
1. Change-of-mind cancellations and returns
If you purchase from us online as a consumer, you will normally have the right to cancel your order within 14 days after the day you receive the Goods, without having to give a reason.
Where an order contains multiple Goods delivered separately, the cancellation period may run from the day you receive the final Goods forming part of that order.
Where you selected Collection from Norwich, the cancellation period will normally run from the day you collect the Goods.
To exercise your right to cancel, please contact us within the applicable cancellation period. Please provide your name, order number and details of the Goods you wish to return.
Once you have notified us that you wish to cancel, the Goods must normally be returned to us within 14 days.
2. Handmade-to-order and customised Goods
Most British Mouldings products are handmade to order. The fact that a standard product is manufactured after you place your order does not, by itself, make that product bespoke or remove your statutory cancellation rights.
However, the statutory right to cancel may not apply to Goods that have been made to your individual specifications or are clearly personalised.
This may include genuinely bespoke mouldings, products manufactured to customer-specific dimensions or designs, reproductions made from customer-supplied samples, or Goods individually modified at your request.
This does not affect your statutory rights where Goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.
3. Return costs for change-of-mind returns
If you are returning Goods because you have changed your mind, you are responsible for arranging and paying for suitable return transport to our premises.
British Mouldings does not normally arrange collection of change-of-mind returns.
Products originally sent 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, cannot normally be returned using standard postal or parcel services.
Return transport for large and fragile Goods can be expensive.
As an indication of the potential cost of arranging suitable specialist return transport, we estimate the maximum return transport cost at approximately:
England and Wales: £660 including VAT per van journey
Scotland: £840 including VAT per van journey
These figures are provided solely as an indication of the potential cost of arranging suitable specialist return transport. They are not British Mouldings collection charges and do not constitute an offer by British Mouldings to collect returned Goods.
Actual costs may be lower depending on your location, the Goods being returned and the transport provider you choose.
You are responsible for selecting and arranging a suitable method of return transport.
4. Original delivery charges
Where you exercise a statutory change-of-mind cancellation right, we will refund the applicable standard outbound delivery charge in accordance with your legal rights.
If you expressly selected a more expensive delivery service than the least expensive standard delivery option available for your order, we are not required to refund the additional cost of that premium delivery service.
Where you selected Collection from Norwich and no delivery charge was paid, there is no outbound delivery charge to refund.
5. Preparing Goods for 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 the 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.
These precautions are particularly important for fibrous plaster because damage can occur if Goods are inadequately protected or handled during transport.
6. Condition of returned Goods
You are entitled to handle the Goods to the extent reasonably necessary to establish their nature and characteristics.
Returned Goods will be inspected when they arrive.
Where the value of the Goods has been reduced as a result of handling beyond what is reasonably necessary, we may make an appropriate deduction from your refund to reflect that reduction in value, where permitted by law.
Depending on the circumstances, this may include Goods that have been cut, drilled, filled, sanded, painted, installed, fixed, materially damaged or otherwise altered after delivery or collection.
Any deduction will reflect the reduction in value of the Goods. We do not impose an arbitrary cancellation or restocking fee on a consumer exercising a statutory cancellation right.
7. Damaged, faulty or incorrect Goods
Please inspect your Goods as soon as reasonably possible after delivery or Collection from Norwich.
If you believe Goods have arrived damaged, are faulty, are not as described, are incorrect or otherwise do not conform to your order, please contact us promptly.
Where possible, we ask that visible transit damage following Small Item Delivery or Large Item Delivery is reported to us within 48 hours of delivery. Prompt notification helps us investigate transit damage.
Failure to report transit damage within 48 hours does not affect your statutory rights.
We may ask you to provide photographs and other relevant information to allow us to assess the issue. Where appropriate, this may include photographs showing the Goods, the affected area, the internal and external packaging, and any visible damage to the packaging.
Where you believe Goods have been damaged during delivery, please retain the affected Goods and all original packaging until we have assessed the issue and confirmed whether the Goods need to be returned, inspected or disposed of.
Please do not attempt to repair, alter, install or dispose of Goods that you believe are defective unless we have agreed that you may do so.
Depending on the circumstances and your statutory rights, the appropriate remedy may include repair, replacement, refund or another remedy provided by law.
Where Goods are genuinely faulty, damaged when delivered, misdescribed or otherwise non-conforming, British Mouldings will bear reasonable return costs where required by law.
For some Goods, particularly where the cost and risk of returning a damaged product would be disproportionate, we may determine that return is unnecessary and arrange an appropriate remedy without requiring the original Goods to be returned.
Where the condition of the Goods cannot reasonably be determined from photographs or other information supplied, we may need to inspect the Goods before determining the appropriate remedy.
8. Handmade fibrous plaster
British Mouldings products are traditionally manufactured from fibrous plaster.
Fibrous plaster differs significantly from lightweight polystyrene, polyurethane and other synthetic decorative mouldings. It is rigid, comparatively heavy and requires appropriate handling, installation and finishing.
Because fibrous plaster mouldings are traditionally handmade, minor variations between individual pieces can occur.
These can include minor surface variations, casting marks and minor hairline marks associated with the traditional manufacturing process.
The presence of these characteristics does not necessarily mean that a product is defective.
Traditional fibrous plaster mouldings are intended to be installed and finished by an appropriately competent person. Normal installation and finishing can include filling joints and fixing points and carrying out appropriate preparation before decoration.
Nothing in this section affects your statutory rights where Goods are not of satisfactory quality, are not as described, are not fit for a particular purpose made known to us, or otherwise do not conform to the contract.
If you are unsure whether something you have received is a normal characteristic of fibrous plaster, please contact us before attempting repair, alteration or installation.
9. Product suitability and installation
Fibrous plaster mouldings vary considerably in dimensions and weight.
Before ordering, please check the product information provided and consider whether the Goods are appropriate for the intended location and installation.
Ceiling roses and other heavier mouldings require an appropriate fixing method and suitable structural support.
If you are unsure about the suitability of a product, the required fixing method or the structure to which it will be fitted, we recommend seeking advice from an installer experienced with traditional fibrous plaster before ordering or installation.
Where you contact us for advice about a particular application, please provide us with sufficient information about the proposed installation so that we can provide appropriate guidance.
10. Failed deliveries and redelivery
Please ensure that the delivery address, contact details and other delivery information supplied with your order are complete and accurate.
Where somebody is required to be present to accept delivery, you are responsible for making reasonable arrangements to receive the Goods.
Small Item Delivery
Our courier may make more than one attempt to deliver your order.
Where Goods are returned to British Mouldings following repeated unsuccessful delivery attempts for reasons attributable to you, or because the delivery information supplied by you was incorrect or incomplete, we may require payment of a reasonable redelivery charge before dispatching the Goods again.
Large Item Delivery
Where an agreed Large Item Delivery cannot be completed because nobody is available to receive the order, suitable access has not been provided, or materially incorrect delivery information has been supplied, the Goods may be returned to our Norwich premises.
We may charge reasonable additional costs incurred in making a further Large Item Delivery where the failed delivery was attributable to you.
Where you instead exercise a statutory right to cancel the order, any refund will be dealt with in accordance with your statutory rights and this policy.
Collection from Norwich
We will notify you when your Goods are ready for Collection from Norwich.
Please do not attend to collect your order until we have confirmed that it is ready.
If you are unable to collect your Goods as arranged, please contact us so that an alternative collection can be agreed.
11. Refunds
Where you exercise a statutory change-of-mind cancellation right, we will refund the price paid for the Goods together with any applicable standard outbound delivery charge.
Where permitted by law, we may make an appropriate deduction where the value of returned Goods has been reduced as a result of handling beyond what was reasonably necessary to establish their nature and characteristics.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
Where you are responsible for returning the Goods, we may withhold reimbursement until we have received the Goods back or you have supplied evidence that they have been sent back, whichever occurs first, where permitted by law.
Refunds will be made within the applicable statutory timescales.
12. How to arrange a return
Please contact us before returning Goods so that we can identify your return and provide appropriate return information.
Please provide:
your name;
your order number;
the Goods you wish to return; and
the reason for the return.
You do not have to provide a reason where you are exercising a statutory change-of-mind cancellation right, but providing one can help us process your return.
For reported damage or defects, we may also ask you to provide photographs.
Unless we agree otherwise, Goods should be returned to:
British Mouldings
Decorative Mouldings UK Ltd
8 Hurricane Way
Norwich
Norfolk
NR6 6EY
Email: info@britishmouldings.co.uk
Telephone: 01603 940 444
Please contact us before dispatching a return so that we can provide any product-specific return and packaging information that may be appropriate.
13. Business and trade purchases
This Returns & Refunds Policy applies to customers purchasing Goods wholly or mainly outside their trade, business, craft or profession.
Different terms apply where Goods are purchased wholly or mainly for business, trade, craft or professional purposes.
Business and trade purchases are subject to our separate Business Terms of Sale.