Returns & Refunds

Before returning anything

Please contact the SJS team before arranging a return, particularly where the goods are heavy, bulky, palletised, fragile or require specialist transport.

This enables us to confirm the most appropriate return arrangements and helps avoid unnecessary transport costs.

Changing your mind about an online order

If you are a consumer who purchased goods online, you generally have a statutory right to cancel eligible orders without giving a reason.

For most goods, you must tell us that you wish to cancel within 14 days after the day you receive the goods.

Once you have told us that you wish to cancel, you should normally return the goods within a further 14 days.

You can notify us by email, telephone or another clear statement confirming that you wish to cancel the order.

Condition of returned goods

Consumers are entitled to inspect goods in broadly the same way they could reasonably inspect them in a shop.

Please take reasonable care of goods while they are in your possession and, where possible, return them with their original packaging and any components supplied.

We may make a lawful deduction from the refund where the value of goods has been reduced because they have been handled more than was reasonably necessary to establish their nature, characteristics and functioning.

This is different from charging an automatic restocking fee to a consumer exercising a statutory cancellation right.

Cost of returning goods

Where you cancel an eligible online consumer order because you have changed your mind, you will normally be responsible for the direct cost of returning the goods unless SJS has agreed otherwise.

Many products sold by SJS are heavy, bulky or palletised and cannot reasonably be returned through normal postal services.

Please contact us before arranging the return of these goods. Where SJS can arrange collection, we will explain the applicable collection charge before you agree to that service.

Refunds for cancelled online orders

Where a statutory cancellation right applies, eligible payments will be refunded in accordance with applicable consumer law.

For returned goods, we will normally issue the refund within 14 days of receiving the goods back or, where applicable, receiving evidence that they have been returned.

Refunds will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.

Original delivery charge

Where required by law, we will also refund the cost of the least expensive standard delivery option offered for the order.

If you selected a more expensive or enhanced delivery method, the additional amount above our standard delivery cost does not normally have to be refunded.

Faulty or misdescribed goods

Consumer goods must meet the standards required by law, including being of satisfactory quality, fit for applicable purpose and as described.

If you believe goods supplied by SJS are faulty, misdescribed or otherwise do not conform to the contract, please contact us.

Consumer remedies can include rejection and refund, repair or replacement depending on the circumstances and how long you have had the goods.

Consumers generally have a short-term right to reject faulty goods within 30 days, subject to the provisions and exceptions contained in consumer law.

Statutory rights can continue beyond this initial period. Nothing in this policy limits those rights.

Goods damaged during delivery

Please inspect delivered goods as soon as reasonably practical.

If goods arrive damaged, incomplete or incorrect, contact the SJS team as soon as possible.

Where possible, please provide:

• your order number;
• details of the affected product;
• a description of the problem;
• photographs of the goods;
• photographs of any damaged packaging or pallet.

Prompt notification helps us investigate transport damage quickly and arrange the appropriate remedy.

Asking you to contact us promptly does not remove statutory rights which you are legally entitled to exercise.

Special, bespoke and made-to-order products

Statutory change-of-mind cancellation rights may not apply to certain goods made to your specification or clearly personalised for you.

This can include certain specially manufactured, cut, fabricated or individually specified products.

Where a product is a special-order item but is not genuinely made to a customer's specification, statutory rights will depend on the circumstances and applicable law.

We will aim to identify relevant special-order conditions before the order is accepted.

Exclusion from change-of-mind cancellation rights does not remove rights relating to products which are faulty, damaged or not as described.

Building and landscaping materials

Some products sold by SJS require particular care when assessing returns.

Natural materials

Natural stone, timber, bricks, aggregates and similar products can have normal variations in colour, shade, grain, texture, markings, thickness and finish.

Normal natural variation is not necessarily a product defect.

Opened, mixed or installed goods

Please inspect products before installation, cutting, mixing or other irreversible use.

Certain materials cannot reasonably be returned as non-faulty goods once opened, mixed, cut, installed or otherwise changed from their original condition.

Examples may include:

• cement and other powdered materials;
• plaster and levelling compounds;
• mixed or combined products;
• cut timber or sheet materials;
• installed paving or building products;
• products which have become contaminated or weather damaged.

These restrictions relate to change-of-mind and discretionary returns. They do not remove statutory remedies where goods were faulty, damaged or misdescribed when supplied.

Trade and business customer returns

Consumer distance-selling cancellation rights do not necessarily apply where goods are purchased wholly or mainly for business or trade purposes.

For non-faulty goods purchased by a trade or business customer, SJS may agree to accept a return at its discretion provided the goods:

• are returned within 30 days of purchase;
• are unused;
• are in saleable condition;
• are complete and, where applicable, in original packaging;
• are standard stocked products which SJS can reasonably resell.

Special-order, bespoke, cut, mixed or non-stock products may not be eligible for discretionary trade return.

Separate terms agreed with an approved SJS trade or credit account customer may also apply.

Returning goods to the branch

Where we have confirmed that a product can be returned directly to SJS, the branch address is:

Please bring your order number, invoice, receipt or other reasonable proof of purchase.

We recommend contacting us before making a special journey, particularly for bulky goods or larger returns.

Delivery information

Information about our local Band A, Band B and Band C delivery areas, delivery charges and free branch collection is available on our dedicated Delivery Information page .

The current delivery option and charge applicable to an online order will be shown during checkout.

Need to arrange a return?

Contact the SJS team and we'll help you work out the appropriate next step.

Our terms

This Returns & Refunds Policy should be read alongside our Terms & Conditions and Privacy Policy .