Returns and refunds

Please carefully read the information below to ensure you understand our returns and refund process.

Missing items: If any items are missing upon delivery, please notify the driver immediately. We will subsequently arrange for the missing items to be dispatched within 1-3 business days.

Damaged or faulty items:  Here at London Scaffolding Supplies, we take pride in the quality of our products. However, we understand that occasional mistakes can happen.

Please do the following if you receive a damaged or faulty item during your delivery:

The driver is present: Please Inform the driver immediately. They can return the item and expedite a replacement for you within 1-3 business days.

The driver has left: Please take a clear photo of the damage and email us at sales@londonscaffoldingsupplies.co.uk. We’ll promptly arrange a replacement shipment within 1-3 business days; however, we will need to be informed the same day that we deliver if any item(s) are faulty.

Incorrectly ordered items: Please inform the driver if you’ve mistakenly ordered the wrong items. You can also email us at sales@londonscaffoldingsupplies.co.uk to confirm the items you’d like to return and request a replacement or a refund.

1. If you realise you need to return items after the driver has departed, we may be able to arrange a collection. However, a collection fee of £40+VAT may apply unless the original delivery charge exceeds this amount. Please note that the application of this fee is at our discretion.
2. If you choose a refund, the amount will be processed based on the total cost of the returned items, excluding the original delivery charge. You will only be refunded for the purchased items, not the delivery fee.
3. If you’ve requested replacements, we’ll arrange them. However, a redelivery fee will apply since this will be considered a new order.

Bespoke orders: All custom orders, including items that have been cut, painted, or modified in any way, are non-returnable and non-refundable.

Additional information: All returned items must be in their original, unused condition. We reserve the right to deny a refund if we determine that a product has been used or damaged.

Refund timescales: Refunds will be processed within 2-3 business days after we receive and inspect all returned items at our depot.

Informing us of issues: We require you to let us know of any problems with your order on the same day we deliver; failure to do this may result in us being unable to refund or exchange.