HELP 

DAMAGE & RETURNS 

Damaged Goods 

If any part of your order is damaged in transit please contact us within 72 hours from the date of delivery. If you accept a replacement for the damaged item, you will not be liable for any carriage charges. If you wish for a refund to be made, we will only cover the outgoing carriage charge and you must pay the return carriage charge. Please check your items before signing for the delivery so as to return them straight away, otherwise a collection will need to be arranged. Contact us via e-mail at sales@sheppardsdiy.co.uk. 

Worktop Returns 

Due to strict regulation enforced by our suppliers we cannot give refunds for worktops/upstands/splashbacks that have had any work done on them (e.g. being cut, modified in any way or fitted). Please make sure to check all items for any damages on delivery to avoid any problems at a later time. If a wortkop does arrive damaged then please refuse the worktop and send it back with the driver and we will arrange another to be sent out. The majority of worktops will arrive with a clear packaging so damage checking will be easier. 

Refund Policy 

We will refund or exchange goods up to a maximum of 10 days after purchase. If you wish to return/exchange any goods, you must first contact us via email at sales@sheppardsdiy.co.uk. As far as faulty goods are concerned, we aim to check all items prior to delivery and ensure that they are of a high standard, without any damages. If you find the goods to be faulty, they will be re-examined upon return and if found to be faulty then a full refund or exchange will take place. We will also fully cover the cost for carriage if the items are faulty. If you have received your order and are simply unhappy with a part of it, or it turns out to be different to what you ordered, then you may send it back to us. So long as the item(s) are still in brand new condition and in the original packaging we will issue a refund, less a restocking charge which varies from item to item. You will however, be liable for the return carriage cost. We would ask that the goods be dispatched within 10 days of receiving them and they are returned via the same method in which they were sent (e.g. courier). We do not accept returns on products made to order (e.g. bespoke worktops). This does not affect your statutory rights. 

Out of Stock Items 

If we are out of stock of any items, we will contact you as soon as we are made aware of it with the updated delivery date. At this point in time, we can either provide you with an alternative that may be in stock/available sooner, put the out of stock items on back order for you, or provide you with a refund and cancel the order. 

Opening Times 

We’re open seven days a week, for your convenience. 
 
Monday to Friday 8:00am - 5:30pm 
Saturday 8:30am - 5:30pm 
Sunday 9:30am - 2:00pm 
 
Our saw is operational between the hours below: 
Monday to Saturday 9:00am - 5:00pm 
Sunday 10:00am - 1:30pm 

Get in touch 

For more information please see our Contact Us section for various ways of getting in touch.