Returns Policy

Let’s hope that the need to return an item should not arise.  We aim to make the process as smooth as possible for you. By referring to the guidance below you should find the answer to all relevant questions.  Your Statutory Rights are not affected by this guidance.

Missing & Damaged Goods

It is the customers’ responsibility to check that all goods have been delivered and that quantities supplied match those invoiced. We will supply any shortages or offer a full refund for any missing items providing we have been made aware of the shortage within 24hrs of receipt of delivery. Please call or email the team at the branch that fulfilled the delivery for the quickest response, please see Branch contact details below:

Bean – (Tel.) 01474 833 096 (Email)

Medway – (Tel.) 01634 371 704 (Email)

Faulty Goods

We will exchange or provide a full refund for faulty goods providing we have been made aware of the fault within 24hrs and proof of purchase can be supplied. Please return relevant goods directly to the branch you purchased them from for the quickest response. Alternatively call or email the team at the same branch to arrange collection for bulkier items.

All refunds can only be processed against the original payment method or on the account that goods were originally supplied on.

Unwanted Goods

When ‘stocked’ (Forestrall core product range) goods are no longer wanted, providing they are in full re-saleable condition and returned to the branch of purchase, with a receipt and within 5 days of purchase we will offer a full refund. The Branch Manager will determine whether goods are re-saleable prior to agreeing any refund and this decision will be final. Please note that in cases where a direct to site delivery has been made by a 3rd party supplier/manufacturer, these products are not deemed to be ‘stocked’ products and cannot be returned.

If ‘stocked’ goods require collection, then to cover the costs of carriage and handling we will levy a 15% charge of the total sale value or £25 minimum collection charge. We will agree a mutual date for collection within 7 days of notification providing the goods are available within our published branch delivery areas.

Some of our goods supplied are bespoke and deemed to be ‘specials’ and as such cannot be refunded once an order is placed, and manufacture has started. In all cases we will advise you if your goods fall into this category.


Please advise your delivering branch by telephone or email of any cancellation.  In all cases it will be quicker to go directly to your delivering branch.

Unfortunately, we are unable to cancel any bespoke or ‘special’ goods once the production/procurement cycle has started.