Simple summary

  • Returns window: 30 calendar days from the day you receive your order.
  • Condition: Unused, in original saleable condition, and in original packaging.
  • Exclusions: Specially ordered, manufactured, or non-stock items; cut-to-size materials; sale items; and gift cards.
  • Fees: A restocking charge (up to 25%) may apply for change-of-mind returns.
  • Return shipping: The customer is responsible for arranging and paying for return shipping unless we are at fault.

How to start a return

  1. Email sales@geotextilemembranes.co.uk with your order number, what you’re returning, and the reason.
  2. We’ll issue a Returns Note and instructions. Please do not send items back without this, unauthorised returns can’t be accepted.
  3. Send returns to:

Geotextile Membranes
Crystal House, Units 28–29, Wheatland Business Park,
Wheatland Lane, Wallasey, CH44 7ER, United Kingdom
Tel: 0151 639 4281 (Mon–Fri, 9am–4pm)

Keep proof of postage for your records.

What you can’t return

  • Specially ordered, manufactured, or non-stock items (including bespoke sizes or cut-to-length materials)
  • Sale items and gift cards
  • Items not in original, resaleable condition or without original packaging

A restocking and handling charge (up to 25%) may apply to eligible returns.

Applies to all customers

These return terms apply equally to all customers, including retail, trade, and account holders.

All returns must be authorised, received in saleable condition, and accompanied by a valid Returns Note.

Exchanges

To exchange an item, please place a new order and return the original once authorised. This is usually the fastest way to get what you need.

Refunds

Once your return arrives and passes inspection, we’ll approve and process your refund back to your original payment method.

Please allow a few working days for your bank or card provider to post the refund.
If your return isn’t approved (e.g., used, damaged, or missing packaging), we’ll contact you to discuss next steps.

Damages, shortages & issues

  • Please inspect your delivery upon arrival:
  • If any part is damaged or missing, do not sign for or accept the delivery. Ask the driver to note the issue and contact us immediately.
  • Report any shortages or transit damage within 3 days of expected delivery.
  • If you discover damage after accepting delivery, email us with photos and details as soon as possible so we can assess and resolve the issue.

Cooling-off period (EU customers)

If your order is shipped into the European Union, you have a 14-day right to cancel for any reason.

Items must be unused, in original condition and packaging, with proof of purchase.
(Trade and business orders are excluded from consumer cooling-off rights.)

Delivery notes that affect returns

Dispatch cut-offs (Mon–Fri):

  1. Palletised orders: 11:00am for same-day dispatch
  2. Parcels: 2:00pm for same-day dispatch
    We offer Next Working Day (aim, not guaranteed) and Standard (1–3 working days) delivery.

Parcels (DPD/DX/Postal):

If you’re not in, the driver usually leaves a card for re-delivery or collection. Safe-place requests are at your risk. Always inspect items before signing.

Pallet deliveries:

  • Delivery vehicles range from 7.5t to articulated trucks, please tell us about any access restrictions in advance.
  • Tail-lift and pump-truck offload is available to the nearest safe, flat point (often kerbside).
  • Offload is your responsibility unless otherwise agreed. If it exceeds one hour, demurrage may be charged.
  1. Missed / re-deliveries:
  2. If you miss delivery and the goods go back to the depot, re-delivery is chargeable (typically 50–100% of the initial delivery cost).
  3. Contact us within 3 working days if your order hasn’t arrived, courier claim timeframes are short.

Non-mainland & restricted access:

Surcharges apply for non-UK-mainland addresses and restricted access locations.
If not disclosed at checkout, redelivery or small-vehicle surcharges may apply.

Warranty

We will repair or replace items proven defective in materials or workmanship within 12 months of delivery.

This warranty covers product defects only and excludes wear, misuse, or installation error.

Need help?

  • Email: sales@geotextilemembranes.co.uk
  • Phone: 0151 639 4281 (Mon–Fri, 9am–4pm)
  • Address: Crystal House, Units 28–29, Wheatland Business Park, Wheatland Lane, Wallasey, CH44 7ER

Summary

This policy is designed to be fair, practical, and consistent with how we already handle returns.

It ensures transparency for all customers - trade or retail - while protecting both parties from unnecessary cost or confusion.