Returns / Cancellations

At Online Insulation Ltd, we always try our very best to make sure that the materials that you order are delivered in full, on time and with no damage. Should you have any issues with the goods that you have ordered, we ask that you contact us by email within 24 hours of delivery. If your issue regards damages, please also send pictures of the damage to us to help us to investigate this for you. This will enable us to work with the distribution point to resolve any issues. Any notification of issues after the 24 hour period has lapsed has to be considered on a case by case basis by the distribution point. Emails regarding cancellations, damages or shortages sent outside of our business hours will be considered to have been sent on the next business day.

Eg - The last day to make any alterations to a delivery for Wednesday would be by 4pm on the Monday before.

We encourage all of our customers to make sure that the type and quantity of products ordered is correct. Whilst you will have up to 14 days to return complete orders if you are not a business customer, our distribution points will charge a 30% re-stocking or order cancellation charge plus transport costs. This also applies to any orders cancelled less than 24 hours (working days only apply) before the due delivery date. If the item is non-standard or made to order, we will not be able to return or cancel the delivery of goods at all. As per industry standards, Cement, Plaster or any other powder based products cannot be returned.

Whilst we always to to help, we cannot be held responsible for arranging collection of materials that have been over ordered or ordered incorrectly.

Should you choose to cancel an order that you have placed with us, we ask that you should contact us as soon as possible and within 24 hours of placing your order. If a cancellation of an order is made after the 24 hour period, we will charge a 20% cancellation / re-stocking charge. Once your order has been through the cancellation process, please allow up to 5 working days (Monday - Friday excluding Bank Holidays) to receive any refund due. Please note that we are only able to refund payments onto the card originally used for purchasing the materials.

Carriage charges are non refundable on any cancelled order.

Brand swaps - We always endeavour to deliver the band of materials that are ordered. In cases where this is not possible, we will email you to advise you of this. If the product that you have ordered is more expensive, than the one being delivered, will will refund the difference. If we are delivering a more expensive product, we will honour the price you paid. If you are not happy with our brand swap, please let us know before a minimum 1 full day before the delivery date and we will refund your delivery. If the delivery is accepted, any retrospective cancellation will incur cancellation fees.

Please note that all amendments, shortages, damages, cancellations or returns can only be dealt with via email and with your original order number from the website. This is to help with fraud prevention.

Please contact us if you have any queries regarding our Returns and Cancellation Policy.

If you have a complaint please register it here.