Delivery, Returns & Refunds

1. Delivery

Working days are Monday to Friday and exclude public holidays. An order containing products from different suppliers may arrive in separate deliveries.

Delivery dates are estimates unless we expressly confirm a guaranteed date in writing. Weather, access restrictions, carrier disruption, manufacturer availability and other events outside our reasonable control can cause delays. If timing is critical, contact us before ordering.

You must provide a complete and accessible delivery address and a working telephone number. Additional charges caused by an incorrect address, refused delivery, failed access or an unagreed redelivery may be charged where the law allows.

2. Receiving your order

Check the number and condition of packages as soon as reasonably possible. If packaging is visibly damaged, note this with the carrier where possible and photograph the packaging before opening it.

Tell us promptly if an item is missing, damaged or incorrect. Keep the goods and all packaging until we have explained the next step. A delay in reporting does not remove legal rights, but early notice makes a carrier or supplier investigation easier.

3. Consumer right to cancel

If you are a consumer who bought online, you normally have the right to cancel without giving a reason. The cancellation period ends 14 days after the day on which you, or a person you nominate other than the carrier, receives the goods. For goods delivered separately, the period normally runs from receipt of the last item.

To cancel, send a clear statement before the cancellation period expires. You can email info@lnk-waterproofing.co.uk, use the model form below, or write to LNK LTD at its registered office. Keep evidence that the notice was sent.

Do not send goods to the registered office unless we confirm that it is the correct return location. A cancellation notice and the physical return are separate steps.

4. Returning cancelled goods

After cancelling, return the goods without undue delay and no later than 14 days after telling us you are cancelling. Contact us first for the correct return address and any carrier or pallet instructions.

For a change-of-mind cancellation, you normally pay the direct cost of returning the goods. Waterproofing and drainage products can be bulky, heavy or require pallet transport, so the cost may be materially higher than a standard parcel. We can help identify an appropriate method, but any collection cost will be confirmed before it is arranged.

You may inspect goods as you would in a shop. We may reduce the refund to reflect diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

5. Refunds after consumer cancellation

We will refund payments received for the cancelled goods and the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, the additional delivery cost is not refundable unless the goods were faulty or we made an error.

We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first. The refund will be made without undue delay and normally no later than 14 days after that point, using the original payment method unless agreed otherwise.

6. Exceptions to the cancellation right

The statutory change-of-mind right may not apply to goods made to your specifications, clearly personalised goods, or another category excluded by law. We will identify this clearly before accepting the order where an exception applies.

Opening ordinary packaging does not automatically remove the cancellation right. However, you must take reasonable care of the products and may be responsible for diminished value caused by unnecessary handling, contamination, installation or use.

7. Faulty, damaged or incorrect goods

Change-of-mind rules do not replace your rights where goods are faulty, not as described, unfit for purpose, damaged before delivery, or incorrect. Contact us promptly with the order number, a description of the issue and photographs where reasonably possible.

Where we are responsible, we will arrange the remedy required by law, which may include repair, replacement, price reduction or refund, and will cover reasonable return costs. Your statutory rights are not affected.

8. Business customer returns

The consumer cancellation right does not apply to business purchases. Non-faulty business returns require our written approval before dispatch and may be declined or subject to supplier approval, restocking charges, handling costs and return carriage. This does not affect rights relating to faulty or incorrectly supplied goods.

9. Model cancellation form

You may copy and send the following wording. Use of this form is optional.