Refund & Returns Policy

Trading Basis — Business-to-Business (B2B)

All sales by Fence Hire (Southern) Ltd are made on a business-to-business (B2B) basis. When you place an order through this website you tick a declaration at checkout confirming that the purchase is being made in the course of a trade, business, craft or profession.

This means your purchase is governed by the contract you accept at checkout (these terms together with our Terms & Conditions), the Sale of Goods Act 1979 (as amended) and general English contract law — not by the consumer-only protections of the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

In particular, the 14-day "cooling-off" period that applies to consumer distance sales does not apply to orders placed with us. Your cancellation, return and refund rights are exactly as set out in the sections below.

Buying for personal use? If the goods are for personal, domestic or non-business purposes, please do not tick the B2B declaration at checkout. Contact us by phone on 01420 588481 and we will arrange a consumer sale on the appropriate terms.

Delivery

Delivery charges are calculated based on your location and the size of your order.

Delivery charges are non-refundable unless the return is due to a manufacturing defect, in which case delivery charges will also be refunded in full.

Returns

Our returns policy depends on how the goods reached you:

• Collected from our yard: Not eligible for return or refund, except where the goods are faulty.
• Delivered goods returned to us: A 5% restocking fee applies to the value of any items returned — for example, if the customer changes their mind about quantity on delivery, orders the wrong item, or sends unused stock back with the driver.
• Not yet dispatched: Orders may be amended or cancelled before they leave our yard. BACS payments are refunded in full.
  
  Card Processing Fees (Business Customers):
  Where a business customer chooses to pay by commercial or corporate debit or credit card, and a refund is issued for a cancelled or amended order that is not due to defective goods or our breach of contract, the refunded amount may exclude the original card processing fee charged to us by our payment provider.
  
  This deduction is strictly limited to the exact, non‑recoverable card processing cost actually incurred by us for the original transaction. No additional handling, administration, or surcharge fees are applied, and we do not profit from this deduction.
  
  Card processing fees are retained by our payment provider and are not returned to us when a transaction is refunded.
• Defective goods: Refunded in full, including delivery, whether they were delivered or collected.

Condition of Returned Goods

For goods returned due to confirmed manufacturing defects, items must be in the condition they were received — undamaged beyond the reported defect and unaltered. Collection will be arranged at our cost.

Faulty or Defective Goods

If goods are found to have a manufacturing defect, please contact us within 14 days of receipt with details and evidence of the defect.

In such cases we will offer a replacement, repair, or full refund on the defective item.

Refund Payments

Refund payments are issued back to the payment method used at the time of purchase.

For business customers paying by commercial card, refunded amounts may exclude any non‑recoverable card processing fees actually incurred by us, except where goods are defective.

Payments may take up to 7 working days to appear in your account from the time the goods are returned and the refund is approved.

How to Initiate a Return

To begin a return, please contact us with your order details and we will guide you through the process.