Refund policy

Refunds & Return Policy:

Summary:
Returns accepted for 30 days (this return window starts on the product's delivery date)
Customer provides return shipping
20% restocking fee

Consumer Terms & Conditions:

The Heavy-Duty Tarpaulins site is aimed towards non-business consumer transactions. Consumer orders are purchases made by individuals wholly or mainly for personal use. This consumer purchases section outlines the consumer purchases terms and conditions.

Order Returns (Overview):

RMA’s can be opened for orders within 45 days of order date. Orders exceeding 45 days are not applicable. All return must be returned to us within 45 days of dispatch date. Any returns returned after 45 days of dispatch date will not be refunded, charges still apply.
All returns require prior contact with us before you send the item. If a return is received at our warehouse without any prior contact or approval, it will be classed as an unidentified return. Please see unidentifiable returns section for further details.

We reserve the right to refuse return requests. If your request is refused, we will explain why this action was taken. Items which have been damaged or modified by the customer such as a pond liner being cut down to size are not eligible for a return or refund. We can only accept returns for non-modified products as we cannot determine if damage is a result of the customer or manufacturing.

To be eligible for a return, your item must be in the same condition that you received it, unaltered and unused, with tags, and in its original packaging. If items are returned with excess wear, missing parts or damage, we may make a fair refund deduction to reflect the reduced resale value. We will always explain any deduction in writing when completing your refund. If the returned item is found to be damaged, altered, or different from the products originally supplied by us, deductions to the refund amount, and a utilisation fee will be charged to the customer’s account. This fee is to cover handling, inspection, disposal and administrative costs.

We cannot acknowledge or accept parcels sent to any location other than the following returns address: DT Direct Deals LTD, Costwise Group Merrivale Road, Exeter Road Industrial Estate, Okehampton, EX20 1UD

You must ensure any return parcels include your name, order number and contact details so that we can identify the package. Goods should be packaged securely to prevent damage during transit, and all returns must be sent using a tracked postal or courier service. You must retain the tracking number as evidence of return until we have confirmed receipt of the goods. If you cannot provide tracking evidence and the parcel is lost or not delivered to us, we will not be able to issue a refund or replacement.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Order return cases will either result in a refund (full or partial) or the case being closed without a refund. Once a refund has been processed for you the case is considered closed.

You are responsible for return shipping costs unless the item is proved to be defective upon receipt or item was sent in error. For change-of-mind cancellations, customers are responsible for the cost of return postage. We will refund the product price plus the standard delivery charge you originally paid. Any additional charges you may have chosen for expedited services, are non-refundable when you cancel an order under the cooling-off period.

If a parcel is returned to us because delivery could not be completed (for example, due to an incorrect address, non-collection, refused delivery or other circumstances within your control), we will treat the order as a cancellation. In these cases, we will refund the item price only (no outbound shipping costs will be refunded) and we will deduct the direct return-to-sender charge invoiced by the carrier from any refund you receive. We are entitled to deduct the cost of return shipping when a consumer fails to receive the goods due to something within their control (as outlined in the Consumer Contacts Regulations 2013).

Refunds & Returns (Legal):
Consumer sales: Consumer UK Laws (Consumer Contracts Regulations 2013 - Cooling-Off & Change-of-Mind Returns). For orders placed online, you have a 14-day cooling-off period starting the day after you receive your order, during which you may cancel for any reason. Once you notify us of your intention to cancel, you then have a further 14 days to return the goods. In these cases, you’re entitled to a full refund, including the basic delivery cost (not premium shipping).

The 45-day return policy period outlined above aligns with the relevant UK laws (Consumer Rights Act 2015 30-Day Right to Reject policy, Consumer Contracts Regulations 2013).

Your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 apply in full, including the 14-day cooling-off period and the 30-day right to reject faulty goods. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving the goods. Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if the goods you receive are faulty, not as described, or unfit for purpose.

Unidentified Returns:
Consumer orders: All returns must include sufficient information to identify the sender (e.g. order number, name, or contact details). If we receive a return that cannot be identified, we will document the return and hold it for a reasonable period of time (typically 30 days) while we attempt to match it to a customer order. If we are unable to identify the return during this time, the item may be discarded or recycled. If you later make a claim for a return without having provided identifying information, we may still require proof of return (e.g. tracking number, return receipt) in order to process a refund. This policy does not affect your statutory rights. If the return is valid under UK consumer law, a refund will be issued once the return is verified, even after the holding period.

If an order is returned to us without a prior return request being opened, it will be treated as "No longer needed." If the item was damaged on arrival or is faulty, but no case was opened against the order, the return will also be treated as "No longer needed."

Please note, any order returned to us is subject to a restocking/administrative fee.

Order Issues:

It is your responsibility to check your order upon arrival to ensure you have received the correct items in the correct quantity and notify us of any problems.
All order issue support tickets will require photo evidence of the issue to be uploaded.

Parcel has not arrived:
We use Royal Mail Tracked, UPS, DPD, InPost or Pallet delivery (dependent on order weight and courier availability). Most parcels arrive within 1–5 working days after dispatch (depending on service selected at checkout). If your parcel hasn’t arrived, please allow up to 14 days from the dispatch date before reporting it as lost. This allows time for any delivery delays or Royal Mail/InPost investigations. If your item still hasn’t arrived after this time, we will offer a replacement or full refund in line with your legal rights under the Consumer Rights Act 2015.

Refunds Without Return or Partial Refunds:
In certain circumstances we may decide, at our discretion, to issue a refund without requiring the item to be returned. We may also offer a partial refund as an alternative to returning the product, for instance if an item arrives with minor damage but remains usable. If a partial refund is offered, it will only be applied if you agree to accept it instead of a full return and refund. Please note that these options are provided at our discretion and do not affect your statutory rights to a refund, repair or replacement where goods are faulty, not as described or unfit for purpose.

Item Marked as Delivered but Customer Claims Not Received:
If your order is marked as delivered but you have not received it, please notify us as soon as possible within a reasonable timeframe from date of delivery. We will investigate the matter with our delivery partner, and you may be asked to provide information to assist the investigation. Under UK consumer law, we remain responsible for the goods until they are received by you. All of our delivery services provide tracked delivery. If we are able to confirm with the courier that the parcel was delivered to the correct address using tracking, GPS, or photographic evidence, we may not be able to offer a refund or replacement unless there is clear evidence of theft or delivery error. If delivery cannot be confirmed, we may offer you a replacement or full refund after the investigation is complete.

Faulty, Damaged or Incorrect Items:
To help us resolve issues more quickly, please notify us of any transit damage as soon as reasonably possible, ideally within 48 hours of delivery, and provide photographs of the packaging and the item if requested. This request is intended to speed up investigations with the courier and does not affect your legal right to reject faulty goods within 30 days.

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving the goods. After cancellation, you have 14 more days to return the item via a tracked delivery service. Refunds will only be processed once the goods have been returned to us or you provide evidence of posting using a tracked service. Returns without proof of posting or tracking cannot be refunded if they are lost in transit. You are responsible for the cost of return postage.
Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if the goods you receive are faulty, not as described, or unfit for purpose. Within the first 30 days of delivery, you have the right to reject the goods and receive a full refund. After this period, you are entitled to request a repair or replacement, and if that is not possible or unsuccessful, you may then ask for a refund. Please note, you must provide evidence that the goods were faulty, not as described or unfit for purpose. Please also review our warranty claims terms and conditions.

Where goods are faulty, damaged, or incorrect, we will cover the cost of reasonable return postage and refund both the product price and the cost of standard delivery. Any upgraded delivery charges are non-refundable. This Refund & Returns Policy is provided alongside your rights under UK consumer law and does not affect them in any way. For further guidance on your legal protections, you can visit Consumer Rights Act 2015 – GOV.UK or Cancelling goods or services – Citizens Advice.

Risk and Title:
Consumer purchases: Risk in the goods passes when they are delivered to your address.

Refunds:
Refund amounts are decided on a case-by-case basis. We reserve the right to refuse a refund or deduct from your available potential refund amount based off of the condition of the received return. Deductions can occur, but are not limited to, the following example events:
- The return reason is illegitimate, i.e. you say the product received is damaged but it is not
- The product, packaging, labels or tags have been damaged or used
- Not all the products from your order have been returned
- Another merchant’s products or an illegitimate product has been returned.

We aim to inspect all returns within two working days of receipt. Once the inspection is complete, refunds will be issued to your original payment method within 14 calendar days. Please note that your bank or card issuer may take additional time to process the credit and display it on your account. Refunds will only be processed once the goods have been returned to us. If there is an issue with your order, please contact us first so we can resolve it quickly. Chargebacks raised without prior contact may delay resolution. We reserve the right to dispute chargebacks that are not consistent with this Refund & Returns Policy.

Late returns:
Returns are not accepted after 45 days from the date of purchase. Any items returned beyond this 45-day period will not be eligible for a refund. Please note that the return window is based on the date the returned goods are received by us, not the date a return case is opened. A return fee may apply in certain cases. Please see order issues and warranty section for terms regarding faulty goods. The 45 day return policy period aligns with the relevant UK laws (Consumer Rights Act 2015 30-Day Right to Reject policy, Consumer Rights Act 2015, Sale of Goods Act 1979).

Delivery Timeframes:
In line with UK consumer law, we aim to deliver all consumer orders within 30 days of purchase unless otherwise agreed. All timeframes given at checkout are estimates, not guarantees.

Governing Law:
This Refund & Returns Policy and any related disputes shall be governed by and construed in accordance with the laws of England and Wales.

Warranty Claims:

This warranty claims section is applicable to both B2B transactions and consumer transactions.

If you believe your product has developed a fault within the warranty period, please contact us so we can advise on the next steps.
We offer a one-year warranty from the dispatch date for certain manufacturing defects. This includes but is not limited to issues like tarpaulin material degradation and heat weld failures. This warranty is designed to give you additional assurance should an item develop a fault under normal use.

We may accept warranty claims on some manufacturing defects. Please be aware that normal wear and tear is not considered sufficient reason for a warranty claim and claims made for this reason may be rejected. If the product has been used in a non-standard way, has been modified, has been damaged as a result of negligence or has sustained continuous damage as a result of normal standard use, we maintain the right to deny a warranty claim.
If a product develops a fault within the one-year period, the buyer is responsible for showing that the issue is due to a manufacturing defect rather than misuse or accidental damage. As with all order issue cases, proof is required to support the warranty claim. This includes multiple photos, detailed item use case specifics, and any further relevant information. The more detail you provide us with the better we will be able to assist you. If you do not provide all the relevant information your claim may be rejected.

The warranty does not cover issues caused by misuse, improper installation, normal wear and tear, or modifications made after purchase.
Some examples where claims would be rejected:
Non-standard use: A tarpaulin has been damaged as it was used as temporary roofing and the eyelets have been ripped out by the wind.
Wear and tear: The tarpaulin has been used on a building site and has seen overly heavy foot traffic including machinery travelling across it.
Modifications: A pond liner is leaking but it has been cut to size and fitted permanently.
Holes: Holes in tarpaulins and pond liners are not accepted under warranty claims.

Please note, all warranty claims are time-consuming and complex as they are subject to a thorough investigation process. Initially an internal investigation will be conducted. If we then determine the problem to be a manufacturing defect, the manufacturer will be contacted and may request the item to be returned to them for further inspection. Please note that such assessments can take six months or longer to complete, depending on the product, delivery and manufacturer response times. Since our suppliers are located worldwide, the full warranty claims process may take several months to resolve.

Furthermore, warranty claims are assessed on a case-by-case basis, and the final outcome will depend on the specific circumstances. In some instances, the buyer may be responsible for return postage costs when filing a warranty claim.

B2B Terms and Conditions:

Whilst this site is aimed towards non-business consumer transactions we are aware the site is available for business customers to also make purchases. The Terms and Conditions outlined in this B2B Terms and Conditions section apply exclusively to business-to-business (B2B) transactions.

Business (B2B) orders are purchases made where a Company Name is entered at checkout, or where the order is reasonably identifiable as being for business, commercial or professional use. These are treated as business-to-business contracts. Dropshipping from us is considered a business-to-business transaction. Statutory consumer protections do not apply to B2B transactions. Returns or refunds for non-faulty purchases are accepted only at our discretion. Where we agree to accept a discretionary B2B return, refunds cover the stock value only, delivery charges are non-refundable. Remedies for faulty goods arise under the Sale of Goods Act 1979 (as amended) and as detailed in this policy.

Order Returns:
Returns are the responsibility of the customer. RMA’s can be opened for orders within 45 days of order date. Orders exceeding 45 days are not applicable. All return must be returned to us within the 45 days since dispatch date timeframe. Any returns returned after 45 days of dispatch date will not be refunded, charges still apply.

All returns require prior contact with us before you send the item. If a return is received at our warehouse without any prior contact or approval, it will be classed as an unidentified return. Please see unidentifiable returns section for further details.

To be eligible for a return, your item must be in the same condition that you received it, unaltered and unused, with tags, and in its original packaging. If items are returned with excess wear, missing parts or damage, we may make a fair refund deduction to reflect the reduced resale value. We will always explain any deduction in writing when completing your refund. A utilisation fee will also be charged. This fee is to cover handling, inspection, disposal and administrative costs.

We cannot acknowledge or accept parcels sent to any location other than the following returns address: DT Direct Deals LTD, Costwise Group, Merrivale Road, Exeter Road Industrial Estate, Okehampton, EX20 1UD

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Order return cases will either result in a refund (full or partial) or the case being closed without a refund. Once a refund has been processed for you the case is considered closed.
Please note, any order returned to us is subject to a £1 + VAT restocking/administrative fee.
B2B sales are not subject to the same policies and laws as consumer orders. In accordance with the Sale of Goods Act 1979, businesses are entitled to a refund or replacement for goods that are not of satisfactory quality, not fit for purpose, or do not match their description.

Where goods are faulty, damaged or not as described, we ask that you message us prior to sending any return. For further information regarding faulty goods please see the order issues section of our terms and conditions.

For discretionary B2B returns (non-faulty goods), you are responsible for covering the return postage. Refunds in these cases apply to the product price only, original delivery charges are non-refundable. Unless otherwise agreed, the cost of returning faulty goods is also the responsibility of the buyer. If goods are found to be faulty upon delivery, and a refund is the solution outcome, the refund will cover the product cost only. Original delivery charges are non-refundable unless agreed otherwise in writing or where required by law. Please note, there is no statute that mandates refunding original outbound postage in B2B transactions in the UK.

If a parcel is returned to us because delivery could not be completed (for example, due to an incorrect address, non-collection, refused delivery or other circumstances within your control we will refund the item price only (no outbound shipping costs will be refunded) and we will deduct the direct return-to-sender charge invoiced by the carrier from any refund you receive.

Unidentifiable Returns
Any returned orders received without sufficient details — such as original order number, customer name, or any other trackable information — will be held for a period of 10 days. If the customer does not provide the correct order number or identifying details within this time frame, the return case will be closed, and no refund will be issued. If you later make a claim for an unidentified return, we reserve the right to refuse a refund. This policy does not affect your statutory rights regarding faulty goods. For more information regarding faulty goods please review the order issues section and the warranty claims section of our terms and conditions.

Order Returned Without Authorization:
If an order is returned to us without a prior return request being opened, it will be treated as "No longer needed". If the item was damaged on arrival or is faulty, but no case was opened against the order, the return will also be treated as "No longer needed."

Order Issues:
Order issues tickets can be opened for various reasons where you need to contact us about a specific order. Some examples where order issues tickets may be relevant may include, but are not limited to, ‘incorrect item received’, ‘missing items in shipment’, ‘issue with item usage’, ‘damaged goods on arrival’, ‘item not as described’ or ‘order not received’.
It is your responsibility to check your order upon arrival to ensure you have received the correct items in the correct quantity. If you have not, it is your responsibility to contact us promptly for a resolution.
All order issue support tickets will require a detailed description of the issue and photo evidence of the issue to be uploaded.

Parcel has not arrived:
We primarily use Royal Mail Tracked delivery or InPost. UPS or DPD may be used on occasions where Royal Mail Tracked/ InPost is not applicable and Pallet delivery is used for heavy 50+ kg orders. Most parcels arrive within 1–5 working days after dispatch (depending on service selected at checkout).
If your parcel hasn’t arrived, please allow up to 14 days from the dispatch date before reporting it as lost. This allows time for any delivery delays or Royal Mail/ InPost investigations. If your item still hasn’t arrived after this time, we may offer a replacement or refund for the product cost but this is decided on a case-by-case basis.

Late deliveries:
We do not offer compensation for orders that are subject to late delivery. All delivery timeframes are estimates not guarantees. Any returns due to 'didn't arrive in time' or 'late delivery' reasons will be treated as 'no longer needed' returns.

Refunds Without Return or Partial Refunds:
In certain circumstances we may decide, at our discretion, to issue a refund without requiring the item to be returned. We may also offer a partial refund as an alternative to returning the product, for instance if an item arrives with minor damage but remains usable. If a partial refund is offered, it will only be applied if you agree to accept it instead of a full return and refund. Please note that these options are provided at our discretion and do not affect your statutory rights to a refund, repair or replacement where goods are faulty, not as described or unfit for purpose. Please note, statutory consumer protections do not apply to B2B transactions. However, B2B transactions do still have protections for faulty goods (see faulty goods terms and conditions).

Item Marked as Delivered but Customer Claims Not Received:
If item is marked as delivered on tracking website and we can provide valid proof of delivery, but customer claims they did not receive the item, we reserve the right to refuse an RMA. Please refer to our Risk and Title section of our terms and conditions. We will provide valid tracking and proof of delivery which includes, but is not limited to: courier tracking records, proof of delivery photo, GPS co-ordinates of delivery location in order to help you locate the delivery. This policy follows relevant UK B2B laws (including Sale of Goods Act 1979). Please note, if you are dropshipping, and your end customer is not a business, any relevant consumer laws between you as the seller and the consumer as the buyer still apply.

Incorrect Items sent:
Please refer to the return scenarios section of these Terms & Conditions. We do not provide return postage labels.

Faulty, Damaged:
Statutory consumer protections do not apply to B2B transactions. Returns or refunds for non-faulty purchases are accepted only at our discretion. Where we agree to accept a discretionary B2B return, refunds cover the stock value only, delivery charges are non-refundable.

The Sale of Goods Act 1979 states that business to business sales have protection if the goods are: not of satisfactory quality, do not match the description or are not fit for purpose. This means as a business you are entitled to a refund for faulty goods. In these cases, credible evidence is required (e.g. photos, report, condition on delivery) in order to verify the claims of goods being faulty at time of receipt.

Any cases for damage on arrival need to be reported within 7 days of receiving the item. Where this timeframe is not met, any request for return or refund will be considered only in relation to damage resulting from customer use, and not for damage sustained during transit. Remedies for faulty goods arise under the Sale of Goods Act 1979 (as amended) and as detailed in this policy. Please also review our warranty claims terms and conditions. For claims relating to damaged or faulty goods upon delivery, credible evidence (e.g., photographs, delivery report, and condition upon receipt) is required. Unless otherwise agreed, the cost of returning faulty goods is the responsibility of the buyer. Where a fault is confirmed upon inspection, return shipping costs may be reimbursed at our discretion.

If you choose to return a faulty item, the business returning the item bears the risk and responsibility during return transit. Refunds will only be processed once the goods have been returned to us. Please note, we are not obligated to refund until we have actually received the item. Returns without proof of posting or tracking cannot be refunded if they are lost in transit.

Unless otherwise agreed, the cost of returning faulty goods is the responsibility of the buyer. If goods are found to be faulty upon delivery, and a refund is the solution outcome, the refund will cover the product cost only. Original delivery charges are non-refundable unless agreed otherwise in writing or where required by law. There’s no statute that mandates refunding original postage in B2B transactions in the UK.

Please note, we reserve the right to conclude RMA requests in line with these terms and conditions. This may result in RMA requests concluding with a partial refund, no refund, resend, or replacement. This is decided on a case-by-case basis.
For business customers, the warranty outlined in the warranty claims section and any other remedies available under the Sale of Goods Act 1979 (as amended) form the basis of your protection.

Risk and Title:
Business purchases: Risk of loss or damage to goods passes to the buyer upon collection by the carrier from our premises or warehouse. We shall bear no liability for any loss, delay, or damage occurring in transit once the goods have been handed to the carrier. Legal title to the goods shall pass to the buyer only upon receipt of full payment.

Refunds will only be processed once the goods have been returned to us.
If there is an issue with your order, please contact us first so we can resolve it quickly. Chargebacks raised without prior contact may delay resolution. We reserve the right to dispute chargebacks that are not consistent with this Refund & Returns Policy.

Delivery Timeframes:
Delivery timeframes are estimates only and not guaranteed. We are not liable for delays caused by carriers once goods have been dispatched.

Governing Law
This Refund & Returns Policy and any related disputes shall be governed by and construed in accordance with the laws of England and Wales. Business customers agree that the courts of England and Wales shall have exclusive jurisdiction in relation to any dispute arising out of or in connection with a B2B transaction.

Important Notes
• Return costs depend on the reason for return and admin decisions.
• We reserve the right to cancel your order at any point prior to delivery without notice.
• In cases where the wrong item is returned, we wait for a return label for 7 days; after that, the item is disposed of.

Last updated: 20 February 2026. We review this policy periodically and may update it to reflect operational or legal changes.

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