Refund policy

Last updated: 4 October 2026

This Refund and Returns Policy applies to all orders 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.

Summary

  • Return window: 14 days from the day you receive your item
  • Restocking fee: none
  • Return shipping: paid by the customer for change-of-mind returns; free for faulty, damaged or incorrect items
  • Refund method: back to your original payment method
  • Refund timing: within 5 working days of us receiving and inspecting your return (and no later than 14 days after we receive it)

Change of mind (right to cancel)

You can cancel your order and return any item for any reason within 14 days of the day you receive it. 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. If an item has been used or handled beyond what is needed to inspect it, we may reduce the refund to reflect any loss in value.

How to return an item

  1. Email sales@gutterprofilesco.co.uk with your order number and the item(s) you want to return.
  2. We will reply with a returns form and our returns address.
  3. Pack the item securely and send it back using a tracked service. For change-of-mind returns, the cost of return postage is paid by the customer.

Faulty, damaged or incorrect items

If your item arrives damaged or faulty, or is not what you ordered, please 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. Under the Consumer Rights Act 2015, you have 30 days to reject faulty goods for a full refund, and you may have further rights after that.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5 working days, and in any case no later than 14 days after we receive the returned goods. If you cancel your whole order, your refund will include the standard delivery cost you paid (£9.99 Express delivery). Your bank may take a few additional days to show the refund on your account.

Exchanges

If you would like a different item, please return the original item for a refund and place a new order.

Cancelling before dispatch

If you want to cancel an order before it has been dispatched, contact us as soon as possible at sales@gutterprofilesco.co.uk and we will cancel it and refund you in full.

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

VAT number: GB987256073