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Returns policy

Sales from this website to individuals (not businesses) are covered by the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have the right to cancel the order if you change your mind. The cancellation period is fourteen calendar days, starting from the day after the day on which the goods were delivered. Should you wish to cancel all or part of an order you have the right to receive a refund for the goods within 30 days of written notice of cancellation, subject to the following conditions: the cost of returning unwanted items, in an undamaged condition in their original undamaged packaging, is the responsibility of the customer.
All returns of unwanted goods are subject to a quality inspection and re-stocking charge undertaken in accordance with the procedures of the relevant supplier(s). Note that the cost of removal, disposal or onward transport of goods rejected for resale may be charged to the customer.

Goods must be returned to the supplier logistics centre(s) or factory/ies specified by Passivhaus Store. Note that in the case of Foamglas products, returns must be shipped to Tessenderlo, Belgium, as there is no suitable centre in the UK to process returns. Refunds will be made to the card used to pay for the goods or by BACS.

Certain products/services made specifically for the customer and/or products which are likely to deteriorate with time, are excluded from this provision.

Where products are delivered damaged or faulty they will be refunded in full within 30 days. Damage to goods must be notified to us in writing within two working days from delivery - note that special terms for reporting damage relate to Lacuna and Katzbeck products. Obvious damage should be reported on the day of delivery if at all possible.

If you wish to return a product please contact us stating clearly the items you wish to return, the reasons for the return, your original order number and date. Where relevant, photographic evidence should be sent to us at info@phstore.co.uk.