Returns & Claims Policy

Overview

We want every delivery to match what was shown on the product page — correct SKU, pack size, and quantity. This policy covers returns, damage on delivery, and claims.

Return window

• Unopened goods: return within 14 calendar days of delivery in original, resaleable packaging.
• Damage on delivery or wrong items: report within 48 hours with photos, delivery note, and your Order ID.
• B2B trade accounts: returns follow the terms on your account agreement.

Dry mixes & mortars

Unopened bags in original packaging may be returned if still sealed and dry. We cannot accept opened dry mixes — once a bag is opened, moisture contamination makes the product unsuitable for resale or reliable use on site.

• Do not return torn or water-damaged bags.
• Store returns indoors until collection — palletised where possible.

Non-returnable items

• Opened dry mix, mortar, grout, or adhesive bags.
• Cut-to-length or custom-ordered lines unless defective.
• PPE with broken hygiene seals or signs of use.
• Clearance or short-dated lots marked non-returnable at purchase.

Damage on delivery

Inspect pallet and carton goods on receipt where possible. Note visible damage on the carrier delivery document. Report within 48 hours with:

• Photos of outer packaging and product damage.
• Delivery note / CMR reference if applicable.
• Batch or lot number from the label.

We arrange replacement, credit, or collection — including broken tiles, split bags, and crushed fixings from transit.

How to start a return or claim

1. Find your Order ID on My Orders.
2. Email hello@supplyluck.com with Order ID, SKUs, reason, and photos if applicable.
3. We respond within 1–2 business days with return or claim instructions.

Refunds

Approved refunds are processed within 5–7 business days to the original payment method or as account credit for invoice customers.