Introduction
This policy sets out how we handle returns, exchanges, and refunds for products purchased from The Mastic Shop, whether bought in-store, over the phone, or via our website. It complies with UK consumer rights legislation and applies to all customers, including trade account holders and DIY buyers.
1. Right to Return Unwanted Goods
If you change your mind or order the wrong item, you may return unopened, unused, and undamaged products within 14 days of collection or delivery.
✅ Conditions for return:
- Products must be in their original, unopened packaging
- Packaging must be intact, sealed, and free from damage or writing
- Items must be in resalable condition
- Made-to-order, mixed, or specially prepared products cannot be returned
- Perishable or time-sensitive materials (e.g. certain adhesives, mortars with limited shelf life) are non-returnable once sold
❌ Items not eligible for return:
- Opened, used, or damaged goods
- Products cut, mixed, or altered to your requirements
- Clearance or discounted items (unless faulty)
- Special orders or lines not normally held in stock
2. Returns Process
If you wish to return an item, please follow these steps:
- Contact us first within 14 days:📞 Call: 07376 802228📧 Email: info@themasticshop.co.uk📍 Visit us in store
- Provide your receipt, invoice number, or order confirmation as proof of purchase.
- Returning the goods:
- You may bring items back to our store during opening hours
- If you prefer delivery back to us, you are responsible for return postage costs and risk of damage in transit
- We recommend using a tracked service for valuable items
- Inspection: Once received, we will inspect the goods. If they meet our return conditions, we will process your refund or exchange.
3. Refunds
- Refunds are issued using the same payment method you used to purchase, usually within 3–5 working days after inspection.
- Original delivery charges are non-refundable unless the return is due to our error or faulty goods.
- A restocking fee of up to 15% may apply to large or bulk returns, to cover handling and storage costs — this will be confirmed before you send items back.
4. Faulty, Incorrect, or Damaged Goods
If you receive an item that is faulty, damaged, or not what you ordered, please contact us within 48 hours of receiving it.
✅ What we will do:
- We will arrange collection or accept return at our cost
- We will offer a full refund, free replacement, or exchange — whichever you prefer
- We cover all reasonable return delivery costs
- This does not affect your statutory rights under the Consumer Rights Act 2015
Note: Fault claims are subject to inspection and verification. We cannot accept claims for damage caused by incorrect storage, misuse, improper application, or wear and tear.
5. Trade Customers
For trade account holders:
- Returns are subject to the same conditions above
- Credit notes will be issued in most cases, unless otherwise agreed
- Special orders placed specifically for your business are non-cancellable and non-returnable once ordered
6. Your Statutory Rights
This policy does not replace or restrict your legal rights under UK law. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty, not as described, or unfit for purpose.
7. Contact Us
If you have any questions about returns or refunds, please get in touch:
The Mastic Shop
11 Rowes Yard
Manston
Kent
CT12 5FA
📞 Phone: 07376 802228
🌐 Website: www.themasticshop.co.uk
📧 Email: info@themasticshop.co.uk
Last updated: July 2026
