Return and Refund Policy

At Solid Surfaces HOLZ, we want you to be completely satisfied with your purchase. This Return and Refund Policy outlines your rights and our procedures under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

  1. Cancellation and Returns (Change of Mind)

As a consumer, you have the legal right to cancel your order within 14 days of receiving the goods, for any reason. This is known as the "cooling-off period."

Once you notify us of your cancellation in writing (by email is sufficient), you then have 14 further days to return the goods to us.

Returned items must be in their original condition and (where reasonably possible) in their original packaging. You are responsible for the cost of return postage unless the goods are faulty or misdescribed. We recommend using a tracked and insured service.

If you paid for upgraded delivery (e.g. next-day service), we will only refund the cost of the standard delivery option.

To notify us of a cancellation, you may also use our Model Cancellation Form, available on request.

  1. Faulty or Misdescribed Goods

If any product is faulty, damaged in transit, or not as described, you have the right to reject it under the Consumer Rights Act 2015.

You may reject such goods within 30 days of receipt for a full refund. After 30 days, we may offer to repair or replace the item. If repair or replacement is unsuccessful, you may be entitled to a price reduction or refund.

In the case of faulty or incorrect goods, we will cover the cost of return shipping.

To initiate a return for a faulty item:

  • Take clear photographs of the issue.
  • Provide relevant details such as the order number or batch code.
  • Contact us by email or phone with the above information.

We will verify the issue and arrange return shipping at our expense. Once received, we will promptly process your refund or replacement.

  1. Refunds and Processing Time

We will issue your refund within 14 days of receiving the returned goods or receiving proof of return postage, whichever is earlier.

If we are collecting the goods, we will refund you within 14 days of your cancellation notice.

Refunds will be issued to your original method of payment. Please note your bank or payment provider may take additional time to credit the funds.

If the returned item has been handled beyond what is necessary to inspect it (e.g. signs of use), we may deduct from the refund to reflect any reduction in the item’s value.

  1. Items Excluded from Returns

Certain items are not eligible for return or cancellation:

  • Custom-made or personalised goods (e.g. custom-cut panels).
  • Sealed items for hygiene or safety which have been unsealed (e.g. adhesives or chemicals).
  • Items that have been used, damaged, or altered beyond standard inspection.
  • Perishable or time-sensitive goods.
  • Digitally delivered content once download has commenced.
  • Goods that have been inseparably mixed with other items after delivery.
  1. Business Customers

This policy applies to consumer purchases only. Business customers do not have a statutory right to cancel under consumer law. Any return by a business will be at our discretion and may be subject to a restocking fee.

  1. Contact Us

If you wish to cancel your order, report a faulty product, or ask questions about returns, please contact our customer service team:

  • Email: info@solidsurfacesholz.co.uk
  • Phone: +44 23 8110 2501
  • Hours: Monday to Friday, 9:00 AM – 5:00 PM (excluding bank holidays)

If you require assistance with the return process or cancellation notice, we are happy to help.

Your statutory rights remain unaffected by this policy.