Refund policy

National Insulation Supplies is dedicated to ensuring customer satisfaction. While refunds are generally at the discretion of the Company, we comply with the Consumer Contract Regulations, offering a 14-day period from the delivery of returnable goods during which a consumer may cancel their order for any reason. However, it is essential to adhere to the following terms:

A. Inspection and Notification of Defects: Upon delivery or collection, the customer is encouraged to inspect the goods for any defects or issues. If any defects or issues are identified at the time of delivery and the customer prefers not to accept the delivery/collection, they have the option to decline acceptance. Please note that acceptance of the items will be deemed as confirmation that the order is satisfactory, and in such cases, a refund will not be processed. Unless notified otherwise within the 14-day period.

B. Initiating a Cancellation/Refund: To initiate a refund, the customer must notify National Insulation Supplies in writing via email or use the necessary forms provided on our website, as soon as possible after delivery, but no later than within the 14-day period after confirmation of the order. Please note that once an order has been processed and has entered the production stage, we are unable to issue a refund under any circumstances. For requests made after this period, please get in touch using our contact forms to discuss further options. Please note that refunds may not be available for requests made after the 14-day period, but we encourage you to reach out to us so we can assess your situation.

C. Return and Collection of Goods: Upon notification of a request for a refund due to defects or issues at no fault of the customer, the company may arrange for the collection of the materials. Once received, a full refund will be provided for the complete order, or a partial refund will be offered if only a portion of the order is affected.

D. Condition of Returned Goods: Returned goods must be unused, in their original packaging, undamaged and the exact condition the customer received the goods in.

D1. Normal Product Characteristics:

Insulation materials are commonly subject to slight compression/creasing at the edges or minor tears in external packaging during transit or handling. These occurrences are industry-wide and do not affect the performance or usability of the product. Compressed edges typically recover within approximately 48 hours once unpacked. For this reason, returns will not be accepted solely on the basis of:

• Slight edge compression (where the material will spring back into shape)
• Creases to the edges  
• Minor packaging damage (such as tears or scuffs to the wrapping).

Only goods that are deemed to be obviously and substantially damaged to the extent that their intended use is affected will be considered eligible for return or refund. This determination will be made at the discretion of National Insulation Supplies.

E. Cost of Returns: The cost of returning the goods, in cases where the 14-day cancellation right is exercised, will be borne by the consumer. However, in instances where the reason for return is not attributable to the customer, we may, at our discretion, be able to process a refund or replacement if our supplier(s) agrees with our request. Please note that such exceptions will be evaluated on a case-by-case basis, and the final decision regarding refunds or replacements will be subject to our approval. In addition to this, at National Insulation Supplies, we promise to carefully and fairly consider all return and refund requests. Our goal is to ensure a positive experience for every customer.

F. Non-returnable/refundable Products Disclaimer:

1. Exclusion of Return, Refund, and Cancellation Rights:
Please be aware that these products are typically custom-made to order and may not be eligible for return, refund, or cancellation. This exclusion is also primarily due to the bespoke nature of the products and the policies of our suppliers, who often do not allow returns, refunds, or cancellations once the order has been placed. Whilst we make every effort to collaborate with our suppliers to facilitate returns, refunds, or cancellations, we cannot guarantee these options will be available. Whilst we do our best to facilitate as many returns as we can for non-returnable products, in some cases involving made-to-order products, items become non-refundable once manufacturing production has begun — even if the order has not yet been dispatched.

2. Why are these products non-returnable?
Custom-made products are tailored specifically to individual customer requirements, often involving unique specifications or configurations. Additionally, many of our suppliers do not permit returns, refunds, or cancellations once production has begun. Therefore, under the UK Consumer Contracts Regulations 2013, these products are exempt from the standard 14-day cancellation period that applies to other goods.

3. Customer Responsibility:
Prior to placing an order, it is imperative for the customer to understand if the products are non-returnable, non-refundable and uncancellable If you are uncertain whether a product falls under these exclusions, please refer to the "returns" drop-down section on our website's individual product page(s). This information will help clarify whether the product in question is subject to these restrictions.

4. Our cooperation with our supplier(s):
Whilst we endeavour to collaborate with our suppliers to accommodate requests for return, refund, or cancellation, the final decision rests with the supplier's policies. If a return is possible, it may incur a reasonable handling fee that neither party profits from. If cancellation or return is not feasible due to the bespoke nature or supplier policies, the responsibility for the order remains with the customer.

G. Communication and Order Fulfilment: In the event that we encounter issues with an order that requires direct communication with the customer, such as stock availability or delivery location issues, we will make reasonable attempts to contact the customer to resolve the issue. However, if we are unable to reach the customer and resolve the issue within a 14 days, we reserve the right to cancel and refund the order. This may occur, for example, if the customer fails to respond to our communications after multiple attempts. We strive to provide the best possible service to our customers, and we appreciate your cooperation in resolving any issues that may arise with your order.

H. Buy now, Pay later Purchases: Customers who have made purchases using Buy Now Pay Later options such as Klarna or Clearpay or any alternative provider will have their refunds initiated by National Insulation Supplies in accordance our refund policy. Once the refund is confirmed by the us, the Buy now, Pay later providers will facilitate the refund process as per their respective terms and conditions. Please note that any applicable refunds will be subject to the policies and procedures set forth by Klarna or Clearpay or any other Buy now, Pay later providers in addition to National Insulation Supplies' refund policy.

I. Collection/Pickup order(s) disclaimer: This Return, Refund and Cancellation Policy also applies to collection orders. National Insulation Supplies reserves the right to cancel and refund the order if we are unable to fulfil the collection order for any reason. In such cases, the customer will be refunded in accordance with our refund policy.