This Order Cancellation Policy explains how and when you can cancel an order placed with Gutter Profiles Co (a trading name of Express Matting Services Ltd). It does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. For returns after you have received your goods, please also see our Refund Policy.
Cancelling before dispatch
If you want to cancel an order before it has been dispatched, contact us as soon as possible and we will stop the order and refund you in full, including any delivery charge. The fastest way is to email sales@gutterprofilesco.co.uk with your order number, or call us during opening hours.
Orders are usually dispatched within 1 to 2 working days, so please contact us quickly. If your order has already been dispatched when we receive your cancellation request, it will be handled as a return under the "After you have received your order" section below.
After you have received your order
You have the right to cancel your order for any reason within 14 days of the day you receive your goods, without giving a reason. To cancel, email sales@gutterprofilesco.co.uk with your order number and the items you wish to return. After telling us, you have a further 14 days to send the items back.
Items should be returned unused, in their original condition and, where possible, in their original packaging. For change-of-mind cancellations the cost of return postage is paid by you. Once we receive and inspect the returned goods, we refund you to your original payment method within 5 working days, and in any case no later than 14 days after we receive the goods. Full details are in our Refund Policy.
Faulty, damaged or incorrect items
If an item arrives damaged or faulty, or is not what you ordered, you do not need to pay any return costs. Email sales@gutterprofilesco.co.uk with your order number and photos, ideally within 48 hours of delivery. We will arrange collection or cover the return postage and offer you a replacement or a full refund, including the original delivery charge.
Orders we may cancel
We may cancel an order and refund any payment in full if, for example, an item is out of stock, there is an obvious pricing error, or we cannot deliver to your address. If this happens, we will tell you by email before taking any further action.
How refunds are made
All refunds are issued to the original payment method used for the order. Your bank or card provider may take a few additional days to show the refund on your account.
Contact us
Gutter Profiles Co (a trading name of Express Matting Services Ltd)
Unit 1B, Summit Works, Manchester Road
Burnley, Lancashire, BB11 5HG
United Kingdom
- Email: sales@gutterprofilesco.co.uk
- Phone: +44 1282 270214
- Opening hours: Monday to Friday, 08:30 to 17:00 (UK time), excluding UK bank holidays
Company No. 07000887 · VAT number: GB987256073