Returns Policy

Effective Date: 21st January, 2024

Thank you for choosing Stuck On Site. We are committed to ensuring your satisfaction with our services. Please take a moment to familiarise yourself with our returns policy.

Please note all customers will need to follow these procedures before attempting to returning anything to our suppliers. 

To inform us you want to return or refund on your item you will need to let us know within 24 hours of receiving your item. If you do not inform us in this time all returns/refunds will be invalid. On the application. Click your profile top right > My Orders > Find the order and click the support icon (highlighted in red). This will then open “report an issue”. Please select the issue category and describe your issue. Our support team will then be happy to help you.

1. Returns Due to Incorrect Items

1.1 In the event that an incorrect item is delivered to you due to a supplier error, the following procedures will be applied:

1.1.1 Return and Refund: To inform us you want to return and refund your item you will need to let us know within 24 hours of receiving your item. If you do not inform us in this time all returns/refunds will be invalid. On the application, click your profile top right > My Orders > Find the order and click the support icon (highlighted in red). This will then open “report an issue”. Please select the issue category and describe your issue. Our support team will then be happy to help you. From time to time, we will ask for photos of the product/fault. Our support team will be in touch to tell you the next steps. You will need to return your item within 28 days otherwise we will close your ticket and no refund will be given. Alternatively you can email us at refund@stuckonsite.co.uk.

We will refund you the full amount paid for the order, once the item has been returned and the supplier has notified us.

2. Returns Due to Damaged Items

2.1 If the item delivered to you is damaged during transit or from supplier, please follow these steps:

2.1.1 Item damaged from supplier. The customer will need to inform Stuck on Site within 24 hours of receipt of item. If you do not inform us in this time all returns/refunds will be invalid. You can inform us by going onto our application, click your profile top right > My Orders > Find the order and click the support icon (highlighted in red). This will then open “report an issue”. Please select the issue category and describe your issue. The customer needs to return the damaged item within 28 days to the original supplier at the customer’s expense. Once the supplier has confirmed receipt of the return Stuck on Site will then process the refund.

2.1.2 If the item is damaged during transit, then again, you will need to follow our returns process. Stuck on Site will refund the original amount paid and try and resolve the matter. 

3. Returns Due to Customer Error

3.1 Incorrect Orders If you have ordered the wrong item, please note that it is your responsibility to return the item. 

3.2 Delivery charge and service charge will not be refunded due to customer error outside of our control.

3.3 If the customer would like to return the incorrect item, it’s down to the customer to inform Stuck on Site within 24 hours. If you do not inform us in this time all returns/refunds will be invalid. The incorrect item will need to be returned to the supplier within 28 days at the customers expense. Once the supplier has confirmed receipt of the return. Stuck on Site will then process the refund for just the item.

4. Contact Us

If you encounter any issues with your order or returns, please do not hesitate to contact our customer support team at: Email: refund@stuckonsite.co.uk or by phone on 0117 427 0423.