Returns & Refunds Policy

The page contains a summarised version of our returns & refunds policy. Please see our full terms and conditions of sale here.


4.1 If you have purchased Products other than Bespoke Products (defined in Condition 5.1 below) via our Website, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products.  In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in Condition 9 below).

4.2 To cancel a Contract, you must inform us by writing to the address specified below. You must also return the Products to us as soon as reasonably practicable, and at your own cost.  You have a legal obligation to take reasonable care of the Products while they are in your possession. We reserve the right to refuse to accept the cancellation and return of any products which have not been treated with such reasonable care. We may also have a right of action against you for compensation.

Austen Knapman Ltd
Ash House 
Blythe Way
Yalberton Industrial Estate
United Kingdom


5.1 You will not have any right to cancel a Contract under Condition 4.1 for the supply of any of the following bespoke Products ("Bespoke Products"):

5.1.1  steel products and roofing sheets which are made to a size specified by you; and/or

5.1.2  any other products which are designed or created to a specification provided by you.

5.2 You promise that you will use reasonable endeavours to ensure that any measurements provided for Bespoke Products are accurate.


9.1 If you return a Product to us:

9.1.1 because you have cancelled the Contract between us within the seven working-day cooling-off period (see Condition 4.1 above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you gave notice of cancellation. In this case, we will refund the price of the Product in full, and any applicable delivery charges.

However, you will be responsible for the cost of returning the item to us; or

9.1.2 for any other reason (for instance, because you have notified us in accordance with Condition 20 that you do not agree to a change in these terms and conditions or in any of our policies, or in accordance with your statutory rights because you consider that the Product is defective), we will ask you to return the Product to us to examine it and will notify you of your refund via e-mail within a reasonable period of time.

We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us.

9.2 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.