Refund and Cancellation Policy

• More than fourteen days before the start date — the deposit is refunded in full, less the cost of any special-order or made-to-measure items already ordered for you with your agreement.
• Between seven and fourteen days before the start date — we refund the deposit less any non-returnable materials and a reasonable administration charge stated in your quote.
• Less than seven days before the start date — the deposit may be retained to cover reserved labour and ordered materials. Any amount not needed to cover these costs is refunded.
• After work has started — you pay for work completed and materials supplied up to the date of cancellation; any advance payment beyond that is refunded.

If you need to change your start date, tell us as early as possible. We will offer the next available slot without charge where materials can be stored or held. Repeated rescheduling at short notice may incur a charge for reserved labour, which we will always confirm before applying.

Repair visits can be cancelled or moved free of charge up to twenty-four hours before the appointment. Late cancellations or failed access may incur the visit fee confirmed at booking. Maintenance plans can be cancelled at any time; unused visits paid in advance are refunded on a pro-rata basis.

Standard stock items that are unused and in their original packaging can usually be returned to the supplier, and we will refund their cost less any supplier restocking fee. Special-order, cut-to-size, bespoke or made-to-measure items — such as custom glass, vanity tops and ordered tiles — cannot be returned once ordered.

If something is wrong with our work, we will put it right under our workmanship guarantee rather than offer a refund in the first instance. Please report any concern promptly so we can inspect and correct it. Where a fault cannot be corrected, we will agree a fair price reduction or refund for the affected part of the work.