Refund policy

At One Stop Render Supplies Ltd, we want you to be completely satisfied with your order. This policy explains your rights and our process for returns, exchanges, and refunds.

Return Period

●      You may return most unused, unopened products within 14 days of delivery for a refund or exchange.

●      This is in line with your statutory right to cancel under the Consumer Contracts Regulations 2013, which gives UK customers a 14-day cooling-off period on most online orders.

●      The 14-day period starts from the date you receive your order.

●      To start a return, contact us at info@onestoprender.co.uk or +44 7955 544999 with your order number.

Conditions for Returns

Items We Accept for Return:

●      Unused and unopened in original packaging

●      In resalable condition

●      With proof of purchase (order number or receipt)

●      Returned within 14 days of delivery

Items We Cannot Accept:

●      Opened or part-used buckets, bags, containers of render, plaster, adhesive, filler, or insulation materials (these are construction materials that cannot be resold once opened for hygiene and safety reasons)

●      Cut-to-size or made-to-order products (profiles, beading, insulation boards cut to specification)

●      Products damaged after delivery due to customer misuse, incorrect storage, or mishandling

●      Clearance or final-sale items (clearly marked as such at purchase)

●      Items beyond the 14-day return window

Return Shipping & Costs

For Standard Parcel Orders (Non-Faulty):

●      Customer responsibility: You are responsible for return postage costs for change-of-mind returns.

●      We recommend using a tracked courier service (e.g., Royal Mail Special Delivery, Parcelforce, DPD) to ensure proof of delivery.

●      Please retain your proof of return shipping for your records.

For Bulk/Pallet Orders (Non-Faulty):

●      Please contact us at info@onestoprender.co.uk to arrange collection or return instructions, as these may incur additional costs.

●      Return shipping/collection costs for change-of-mind returns are the customer's responsibility.

For Faulty or Incorrectly Sent Items:

●      We will arrange and pay for return collection or provide a prepaid shipping label at no cost to you.

●      Contact us immediately if an item is faulty or incorrect so we can arrange collection.

Return Process

1.     Contact Us: Email info@onestoprender.co.uk or call +44 7955 544999 with:

-        Your order number

-        Reason for return

-        Photos (if the item is damaged)

2.     Receive Return Instructions: We'll confirm whether the item is eligible for return and provide:

-        Return address

-        Whether we'll collect (for bulk items) or provide a prepaid label

-        Your unique return reference number

3.     Ship Your Return: Send the item using a tracked service with your return reference number clearly marked on the parcel.

4.     Inspection & Approval: Once we receive your return, we'll inspect it (typically within 3–5 business days) and notify you of approval or rejection via email.

5.     Refund Processing: Approved refunds are processed within 5 business days and issued to your original payment method.

Refund Timeline

●      Inspection & Approval: 3–5 business days after receipt of returned item

●      Refund Processing: Within 5 business days of approval

●      Bank Processing: Additional 3–5 business days for your bank/card provider to credit the funds (varies by financial institution)

●      Total Timeline: Expect refund to appear in your account within 10–15 business days from return receipt

What Is Refunded

Scenario	Outbound Delivery	Return Shipping	Full Refund
Change of Mind	❌ Not refunded	❌ Customer pays	Product only
Faulty Item	✅ Refunded	✅ We pay	Full refund + delivery
Wrong Item Sent	✅ Refunded	✅ We pay	Full refund + delivery
Damaged on Arrival	✅ Refunded	✅ We pay	Full refund + delivery

VAT/Tax: All refunds are issued in the same currency and include VAT as originally charged.

Exchange Process

If you need a different product, size, colour, or specification:

1.     Contact Us Within 14 Days: Email or call with your order number and exchange request.

2.     Stock Availability: Exchanges are subject to stock availability.

3.     Price Differences:

-        If the replacement item costs more, we'll invoice you for the difference (plus any additional delivery charges for bulk items).

-        If the replacement item costs less, we'll refund the difference (minus original outbound delivery costs for standard parcels).

4.     Bulk/Pallet Orders: Re-delivery charges may apply — this will be confirmed before processing.

Faulty or Damaged Items

Reporting Issues:

●      Timeline: Report damage, defects, or incorrect items within 48 hours of delivery.

●      Required Information:

-        Order number

-        Photos/videos of the damage or defect

-        Description of the issue

Our Commitment:

●      No questions asked: We'll arrange a free replacement, repair, or full refund (including original delivery charges).

●      Rights: This is in line with your statutory rights under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality and fit for purpose.

●      No restocking fees apply to faulty items.

Partial or Rejected Returns

If a return is rejected (e.g., item is opened/used, beyond the return window, or not eligible), we will:

●      Notify you via email with the reason

●      Return the item to you at our cost (standard parcels) or arrange collection collection (bulk items)

●      Provide options to discuss your concerns

If you disagree with our decision, you may escalate by contacting us with additional information.

Return Address

Once you've contacted us and received approval, use the return address we provide. Do not return items without prior authorization.

For reference: One Stop Render Supplies Ltd (Company Number 16922752)
Unit 4 Slough Business Centre
Bristol Way, Stoke Gardens
Slough, SL1 3TD
United Kingdom

Special Circumstances

Bulk/Pallet Orders:

●      Returns of bulk/pallet orders may incur collection or re-delivery charges.

●      Contact us immediately — special arrangements may apply due to size/weight.

Made-to-Order or Custom Products:

●      Custom-cut insulation boards, profiles, or bespoke orders cannot be returned unless faulty.

●      Always confirm specifications before ordering.

Refused Returns

We may refuse a return if:

●      The 14-day period has expired

●      The item has been opened or part-used

●      The item shows signs of damage due to customer misuse

●      The item is on our non-returnable list

●      No proof of purchase is provided

In these cases, you'll receive a detailed explanation and options to discuss further.

Warranty & Liability

●      Our return policy is separate from manufacturer warranties. Some items may carry manufacturer guarantees — please check your product information.

●      We are not responsible for items lost or damaged after collection from you (track your return shipment).

●      Refunds are limited to the purchase price. We are not responsible for consequential losses or costs arising from faulty goods.

Your Consumer Rights

This return policy does not affect your statutory rights under UK consumer protection law:

●      Consumer Rights Act 2015: Goods must be of satisfactory quality, fit for purpose, and as described.

●      Consumer Contracts Regulations 2013: You have a 14-day cooling-off period from delivery.

If you're unhappy with our handling of a return, you can:

●      Escalate to our management team

●      Contact Trading Standards or Citizens Advice Consumer Service

●      Use Dispute Resolution services (if available for your payment method)

How to Contact Us

One Stop Render Supplies Ltd (Company Number 16922752)
Unit 4 Slough Business Centre
Bristol Way, Stoke Gardens
Slough, SL1 3TD
United Kingdom

📧 Email: info@onestoprender.co.uk
📞 Phone: +44 7955 544999
⏰ Response Time: We aim to respond to all return inquiries within 24 business hours.

Frequently Asked Questions

Q: Can I return opened paint or render?
A: No, once a bucket or bag is opened, it cannot be returned as it's a construction material that cannot be resold.

Q: Do I have to pay for return shipping?
A: For faulty/incorrect items, we pay. For change-of-mind returns, you pay return postage (but not outbound delivery refund).

Q: How long does a refund take?
A: 10–15 business days total from when we receive your return (inspection + processing + bank processing).

Q: Can I exchange an item if it's the wrong size?
A: Yes, if returned within 14 days and unused. Different sizes may attract additional delivery charges.

Q: What if my item arrives damaged?
A: Contact us within 48 hours with photos. We'll replace or refund it at no cost.