Customer Service & Returns

CUSTOMER SERVICE

Our friendly staff are always available to offer advice and answer your queries by phone or email during our normal hours of operation:

Weekdays 8am – 5pm
Saturdays 8am – 12pm

PURCHASES & PAYMENTS

Purchases can be made in the following ways:

• In person at our yard
• Online through our website
• Over the phone with one of our team

Payment Methods

Payments for goods can be made using any of the following methods:

• Cash (in person at our yard only)
• Debit and Credit Cards (in person, over the phone and through our website) 
• BACS (bank transfer)

Please note that we reserve the right to, on occasion, decline to dispatch goods to a third party address where payment is being made over the phone and may alternatively request a BACS payment to be made.

DELIVERIES

Courier
Deliveries dispatched by courier will be made weekdays between 8am and 5pm. Please ensure someone is available to accept the delivery. If you miss the delivery, the courier will leave a card with collection details or to arrange an alternative delivery date.

Pallets
Where pallet deliveries are required, we will contact you by phone and email to arrange a suitable delivery date. The delivery will be made on the agreed date between 8am and 5pm. You must ensure someone is available to accept the delivery.

Please refer to the delivery terms and conditions for further information.

RETURNS

We are confident that you will be happy with our products and service. 

Returns are only accepted within a maximum of 30 days of the date of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. We cannot accept returns on perishable products such as opened Geofix, Resiblock, wood flooring glue and lime mortar.

It is the responsibility of the customer to ensure the goods are suitably packed and arrange transport back to our premises at their cost. All returned goods must arrive in a saleable condition and will be inspected upon receipt. Following positive inspection, a refund will be issued for the total sale price of the goods less delivery cost and a restocking fee of 20%.

Please note we do not accept returns for excess stock.

Allowances should be made for 10% wastage on all reclaimed goods.

In the unlikely event that goods are damaged on arrival, you must notify us immediately by phone and in writing/by email and provide photographic evidence. The goods can only be returned if you have signed for them as ‘damaged’. We will either arrange the transportation of goods back to our premises, supply replacements or issue a refund for damaged goods at our discretion. Should we arrange a collection for any damaged goods, you must ensure they are suitably packed for transport.

Rennew does not accept responsibility for any consequential costs or losses incurred to the customer as a result of any delivery delays. It is advisable that the customer is in receipt of goods and inspection has taken place prior to any contractors or work being scheduled.

If you are unsure about the suitability of a product for your requirements, we always recommend that a sample is ordered for verification or speak to a member of our team for advice.