Returns Policy — Advanced Insulation Materials Ltd


1. Overview

At Advanced Insulation Materials Ltd, we want you to feel confident when ordering from insulationandlagging.co.uk. This policy explains how we handle returns, refunds, and exchanges in a clear and fair way.

2. Eligibility for Returns

Most standard, unopened products can be returned within 14 days of delivery.

To qualify, items must:

  • Be unused and in their original packaging
  • Be in a clean, resellable condition
  • Include proof of purchase (order number or invoice)

Items Not Eligible for Return

Due to their nature, the following cannot be returned unless faulty:


  • Cut‑to‑size materials (e.g., pipe insulation cut lengths, bespoke orders)
  • Made‑to‑order or special‑order items
  • Products that have been installed, used, or altered

3. Faulty or Damaged Goods

If your order arrives damaged or faulty, notify us within 48 hours of delivery.

We will ask for:


Photos of the damage or defect

Your order number

A short description of the issue

Once verified, we will arrange a replacement or refund at no cost to you.

4. How to Start a Return

To request a return, contact our customer service team:


info@insulationandlagging.co.uk

Include:


Your name

Order number

Items you wish to return

Reason for return

We will provide return instructions and, where required, a returns authorisation number.

5. Return Shipping

For change‑of‑mind returns, the customer is responsible for return shipping costs.

For faulty, damaged, or incorrect items, we cover all return shipping costs.

Returned items remain your responsibility until they reach us, so we recommend using a tracked courier service.

6. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

Approved refunds will be issued to your original payment method within 5–7 working days.

Shipping costs are non‑refundable unless the return is due to our error or a product fault.

7. Exchanges

Exchanges may be possible depending on stock availability. Contact us before sending any items back.

8. Contact Us

If you have any questions about this policy or need help with a return, reach out to:

info@insulationandlagging.co.uk  

Advanced Insulation Materials Ltd

Warehouse M, Millfield Lane

Haydock, St H Helens

WA11 9UA


Tel: 01942 295926