Returns and Exchanges:
•We do not accept the following to be returned/exchanged:
Gravel (bulk or 25kg bags)
Sand (bulk or 25kg bags)
Cement (25kg bags)
•If you ask staff members how many items are needed for a measurement you have provided us, and you do not use this quantity, staff are not held responsible for this and exchanges/refunds will not be issued.
•Returns/exchanges need to be made within 7 days of when collection/delivery was taken place. Any longer and the refund/exchange will not be accepted.
•It is the responsibility of the customer to check items as they are put into vehicles on collection or when they're off loaded when delivered.
•"15% re-stocking fee" will be taken off the refunded amount.
•Items will be checked prior to return, by the owner and/or manager. If there is proof that items have been broken/fitted/hit/stood on by the customer we will not accept these items for return and a refund/exchange will not be issued.
•It is the responsibility of the customer to return items.
•If, when delivered, the items are wrong, an extra delivery charge will be added to total cost.
•If, when delivered, nobody was home to inspect items whilst being off loaded, broken items are to be found please provide photo evidence of said items before moving them. If items have been moved a refund/exchange will not be issued.
•Staff must be notified before returns or exchanges are to happen. Please do not just "show up" as we may not have said items in stock at that moment in time.
Complaints:
•All complaints need to be made in writing for the attention of Andy or Sophie. This can be done by email or by post.
•Complaints regarding products/fitting services need to be made within 7 days of collection/delivery/job dates.
•Complaints regarding staff members need to be made as soon as is possible.
•All complaints are confidential.
Discounts on products and fitting services:
•Do not ask or demand a discount on products or fitting services. Refusal may offend.
•If staff are able to issue a discount they will do so before this is requested.
•If a discount is asked for and staff members refuse, please do not become angry or abusive towards staff, as all staff working at Sandwell Stone and Fencing Supplies have the right to end phone calls/ask you to leave/leave your property without warning.
Damage to products:
•If products are damaged by customers, whilst in the yard or after collection/delivery has taken place, it is the responsibility of the customer to pay for damaged items.
•We do not allow children to be left unattended or to walk/climb on products in the yard. If this occurs and products are damaged it will be the responsibility of the parent/carer to pay for these damaged products.
Damage to customers vehicles:
•We do not allow vehicles to turn around inside the yard as the "drive way" is not wide enough to allow a vehicle to turn around without damaging products or the vehicle its self.
•If items are collected, it is the customers responsibility to provide adequate covers for boots/chairs/roofs to protect the vehicle as much as possible. We will not provide these covers.
•It is the customers responsibility to provide the correct ties/cords to tie items down to roof racks. We do not provide these cords.
•If damage is made to any vehicle whilst it is in the yard or outside, Sandwell Stone and Fencing Supplies and its staff members will not be held responsible, as all vehicles parked up and left unattended are done so by its owners choice.
Deliveries:
•ALL deliveries are kerb side only! Do not ask for items to be carried into your house/back gardens as refusal may offend.
•Do not ask drivers when they arrive at your property, as they too have the right to refuse also.
ALL STAFF MEMBERS AT SANDWELL STONE AND FENCING SUPPLIES WILL NOT TOLERATE ABUSIVE BEHAVIOUR OR BULLYING. IF ANY OF THIS IS WITNESSED YOU WILL BE ASKED TO LEAVE IMMEDIATELY AND ASKED NOT TO RETURN AGAIN.