Returns & Refunds Policy

PINNACLE FENCING – RETURNS, CANCELLATIONS AND REFUNDS POLICY 1. CONSUMER STATUTORY RIGHTS Nothing in this policy limits a consumer's rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other mandatory law. If goods are faulty, not as described or otherwise fail to conform to the contract, statutory remedies may apply independently of this policy. 2. DISTANCE-SALE CANCELLATION Where the statutory right to cancel applies, a consumer generally has 14 days after taking physical possession of eligible goods to tell us they wish to cancel. The consumer must then return the goods within the period required by law. We will make any refund due within the statutory timescale and using the method required by law. 3. GOODS MADE TO SPECIFICATION OR PERSONALISED The statutory cancellation right does not apply to goods made to the consumer's specifications or clearly personalised where the legal exemption applies. Fencing cut, manufactured, finished or otherwise produced to a customer's bespoke specification may therefore be non-cancellable once production has begun. This does not affect rights where goods are faulty or not as described. 5. COST OF RETURNING ELIGIBLE GOODS Where a consumer exercises a statutory cancellation right and the law permits us to require the consumer to bear the direct cost of return, the consumer is responsible for that cost provided they were informed of this before contracting. Because fencing is bulky, collection may require specialist transport. If Pinnacle arranges an optional collection, the charge will be the disclosed collection cost; our standard collection administration/transport charge is £195 plus VAT where applicable, but if the actual direct return cost required by law differs, the lawful amount will apply. 6. CONDITION AND DIMINISHED VALUE Consumers may inspect goods as they reasonably could in a shop. Where the law permits, we may reduce a refund to reflect diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Installed, cut, drilled, altered, damaged, contaminated or improperly stored goods may have substantially diminished value. 7. VOLUNTARY RETURNS OUTSIDE STATUTORY RIGHTS Where there is no statutory right to return, Pinnacle Fencing may, at its discretion, agree to accept unused standard-stock goods in original, resaleable condition. Any such acceptance must be agreed in writing before return. A collection/return charge of £195 plus VAT and a restocking charge of 25% of the returned goods' price may apply to these voluntary returns. These charges do not apply where they would unlawfully reduce a consumer's statutory entitlement. Bespoke, cut-to-size, personalised, special-order, clearance, installed or altered goods are not accepted for voluntary return unless Pinnacle expressly agrees otherwise. 8. BUSINESS CUSTOMERS Business-to-business orders have no consumer cooling-off right. Returns by business customers require prior written authorisation and, unless otherwise agreed, are subject to the £195 plus VAT return/collection charge, 25% restocking charge, and the goods being unused, unaltered and resaleable. Bespoke and special-order goods are non-returnable except where defective or otherwise agreed. 9. RETURN AUTHORISATION Do not send goods back without contacting Pinnacle Fencing first. Unauthorised returns may be refused. The customer is responsible for suitable packaging and, where arranging transport, safe carriage until returned, subject to any mandatory consumer rules. 10. FAULTY, DAMAGED, MISSING OR INCORRECT GOODS If goods appear damaged in transit, incomplete, incorrect or otherwise non-conforming, please contact Pinnacle Fencing promptly with the order details and reasonable supporting evidence. Visible transit damage, apparent shortages and incorrect items should, where reasonably practicable, be reported within 72 hours of delivery and supported by clear photographs of the goods, packaging, labels and delivery as received. Where damage was concealed and could not reasonably have been identified on an initial inspection, please notify us as soon as reasonably practicable after discovery. Do not install, cut, drill, modify or otherwise use goods where an obvious defect, incorrect product or visible transit damage has been identified until we have had a reasonable opportunity to investigate. Installation or alteration may affect the available evidence and our ability to determine the cause of an issue. The 72-hour notification request is an evidence and investigation procedure for delivery-related issues; it is not a contractual time bar on mandatory consumer remedies. Nothing in this policy excludes or restricts statutory rights, including applicable rights and remedies under the Consumer Rights Act 2015.