Returns & Refunds Policy

At Tobridgeroad, we want you to shop with confidence when ordering woodcraft components, wall panels and cladding, and flooring and tiles from tobridgeroad.com. This policy sets out our voluntary 30-day return arrangements alongside your statutory rights under UK consumer law.

1. Return Window and Statutory Rights

Our voluntary return policy allows eligible items to be returned within 30 calendar days from the day after delivery for a refund, subject to the applicable conditions stated in this policy.

This voluntary policy is separate from your statutory cancellation rights (including your 14-day cooling-off rights under the Consumer Contracts Regulations 2013) and your rights relating to faulty, damaged or misdescribed goods under the Consumer Rights Act 2015. Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law.

2. Condition of Returned Items (Building Materials Inspection Guidelines)

For change-of-mind returns under our voluntary 30-day policy, woodcraft, wall panels, cladding, flooring and tiles should be returned in brand-new, unused, uncut and uninstalled condition, complete in their original protective packaging with all edge guards, fixing clips, and instructions included:

• Uncut & Unaltered Materials: Timber mouldings, woodcraft boards, wall cladding panels, flooring planks and tiles must not have been sawn, cut, drilled, sanded, planed, painted, stained, varnished, oiled or otherwise modified.
• Free of Adhesive, Grout & Installation Marks: Items must not have been glued, nailed, screwed, clicked into a permanent floor assembly, or exposed to grab adhesive, tile mortar, silicone sealant, grout, plaster or outdoor moisture. Packs sold as complete box sets must be returned as complete packs rather than loose leftover offcuts.
• Reasonable Inspection Allowed: In accordance with UK consumer law, you may open the outer packaging gently to inspect the timber grain, panel profile, tile shade, and finish indoors to establish the nature, characteristics and functioning of the goods, as you would examine samples in a showroom. Where applicable law permits, we may make a proportionate deduction for any reduction in value caused by handling beyond what is reasonably necessary.

These condition requirements do not override statutory rights relating to cancellation, faulty goods, damage or items that do not match their description.

3. Return Costs and Fees

Return shipping is free (£0.00) for eligible returns using the prepaid return label supplied with your order. If the original label is unavailable, contact our customer support team for a replacement PDF label at no cost.

We do not charge restocking, administration or return postage fees for eligible returns. Any deduction for a reduction in value will only be made where permitted by applicable law.

4. How to Return Your Item by Mail

Returns are handled by mail using the pre-printed, prepaid return shipping label enclosed inside your parcel:

1. Step 1 – Repack with Corner & Edge Protection: Place the unused panels, woodcraft pieces, flooring planks or tiles securely back into their original carton with all protective foam or cardboard corner guards in place so edges are protected during return transit, and enclose your packing slip or order number.
2. Step 2 – Attach the Prepaid Return Label: Affix the prepaid return shipping label (included inside your package, or provided as a free PDF replacement by our support team) flat across the exterior of the parcel, covering the original delivery barcode.
3. Step 3 – Post Your Parcel: Drop the sealed parcel off at the designated local Post Office branch or authorised carrier drop-off point indicated on the label, and retain your proof-of-postage receipt.

Returns Receiving Address:
Tobridgeroad (Returns Department)
45-47 Tower Bridge Rd, London SE1 4TL, United Kingdom

5. Damaged, Defective or Incorrect Items

If your building materials arrive with transit damage (such as chipped tile corners, cracked cladding tongues, or split timber mouldings), defects, or packing errors, please contact support@tobridgeroad.com with your order number and, where possible, photographs showing the issue prior to installing the material.

We recommend reporting delivery damage within 48 hours of receipt to help us investigate with the carrier promptly. This is a practical recommendation only and does not limit your statutory rights or applicable legal time limits under the Consumer Rights Act 2015.

We will arrange an appropriate resolution at no cost to you, including a replacement or full refund in accordance with our stated policy and applicable consumer law.

6. Refund Processing Time

For eligible returns, we will complete our inspection and issue the refund within 3 business days of receiving the returned parcel.

Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines, including where evidence that the goods have been sent back triggers an earlier deadline.

Refunds will be made to the original payment method (Visa or Mastercard) in GBP (£). Your card issuer may require additional time (typically 3–5 business days) to display the funds on your statement.

7. Contact Us About Returns

• Brand Name: Tobridgeroad
• Returns & Business Address: 45-47 Tower Bridge Rd, London SE1 4TL, United Kingdom
• Telephone: +44 20 7403 3480
• Email: support@tobridgeroad.com
• Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM UK local time (GMT/BST, as applicable)