Returns & refund policy

Changed your mind?

We do not refund for change of mind or over-ordering. At our discretion we may offer store credit valid 12 months. If a refund is approved on a change-of-mind basis we deduct a £25 handling charge plus any non-recoverable card fees.

Fencing, sleepers and other stock items

Unused stock items in resaleable condition may be returned within 14 days of delivery for a refund. The customer pays return shipping or arranges return at their own cost. Refunds may be reduced where items are damaged, used, weathered or no longer resaleable as new. Loose or part-pack items, cut-to-size timber, and items removed from packaging are excluded.

Cut-to-size, made-to-order, gates and decking

Bespoke gates, cut-to-size timber, custom panels, composite-deck installs and anything made or installed to your specification cannot be cancelled, returned or refunded once production or work has started.

Faulty or wrong item

Tell us within 48 hours of delivery and we'll put it right at no cost — replacement, repair or refund as appropriate. Please inspect your order on delivery and report damage, missing items or shortages to info@fencingnortheast.co.uk or 0191 695 1984 before signing the delivery note where possible.

Fence install & decking install deposits

Where we quote and accept an install job, a non-refundable deposit may be required to secure your build slot. If you cancel before work starts you won't be charged for work not completed, but the deposit is retained to cover scheduling. If we cannot complete the work for reasons within our control, the deposit is refunded in full.

How to request a return or refund

Contact us with your order number and the reason. Returns must be accepted by us in writing first — items returned without prior agreement may not be accepted.

• Email: info@fencingnortheast.co.uk
• Phone: 0191 695 1984

Refund & store credit timing

Approved refunds process within 14 days of returned items being received and inspected, to the original payment method or as store credit.

Your statutory rights as a consumer are not affected by this policy.