Returns and Exchanges

Delivery & Shipping

Information regarding shipping and delivery rates, timescales and transportation will vary dependent on the service being acquired and the time at which the purchase is conducted.

For products and services purchased online, the various product pages will detail the necessary information and you will also receive email confirmation.

Those orders and bookings that are placed over the phone, will be notified during the telephone conversation and will also receive email confirmation (where applicable).

Although we have summarised the main details below, we would suggest that you refer to our Website Conditions of Sale for a more comprehensive understanding.

General:

• Delivery will be made within the allotted timescales provided on the product page of the ordered products.
• We are unable to provide exact ETA’s due to high demand but will deliver at the earliest convenience.
• Please do not make any arrangements with contractors based on these delivery dates (subject to change).
• Should you wish to cancel an order, cancellation charges may apply.
• For any orders that are returned (unless deemed faulty), the customer is liable for the return shipping fees equivalent to that incurred in the original order (Timber orders also incur a 75% charge of the initial order value).

Skip Hire:

• Cancellation: Online customers get charged a £15 cancellation fee if cancelled within 48 hours of delivery date.
• Return: If a skip is not filled and we collect it empty a £40 transport fee is charged.
• Exchange: A standard skip exchange is charged at normal price.
• Delivery Timescales: Normally within 48 hours but this is subject to time of year.

Bulk Bags:

• Cancellation: If your order is cancelled within 72 hours of the scheduled delivery date, then a £15 (Inc VAT) cancellation fee will apply if the bags are being delivered by the Mick George Group. If your order is cancelled within 72 hours of the bags being delivered by our courier then a cancellation fee to the value of the shipping charge, and the cost to return the products to us from the courier will apply.
• Failed Deliveries: If a delivery is not achievable through either the fault of the customer or site access issues, the customer is liable for the shipping charge associated with attempting to deliver the products and returning the products back to the Mick George Group – equivalent to that charged in the original order.
• Return: Unused bags can be collected form site subject to being untouched and a collection charge equivalent to the shipping charge applied in the original order
• Exchange: Unused bags can be collected form site subject to being untouched and a collection charge equivalent to the shipping charge applied in the original order
• Delivery Timescales: 1-10 Working Days* between 7am and 7pm (*dependent on location – this will be specified on your order confirmation)
• Access: Deliveries will be made on a Hi-ab vehicle which requires 3.5m minimum for access. The arm on this vehicle can reach between 6-8m, varying based on access and obstacles. We’re unable to drive over raised kerbs; man-hole covers or grass and Bulk Bags must be placed on private property. If we’re unable to carry out the delivery as intended due to site restrictions, wasted journey fee will apply.
• Specification: All our bagged products are a natural material therefore, we are unable to guarantee the exact colour will match the photograph advertised online. Similarly, the size of individual aggregate particles may differ but will be within the material specification.

Small Aggregate Bags:

• Returns: For any orders that are returned (unless deemed faulty), the customer is liable for the return shipping fees equivalent to that incurred in the original order.
• Failed Deliveries: In the unlikely event that we’re unable to complete the scheduled delivery due to access restrictions or a non-secure delivery location, the customer is responsible for the restocking and redelivery fees. If the delivery can’t be rescheduled, then no refund is available.
• Delivery Timescales: 2 – 7 working days 7am – 8pm.
• Access: We’ll use a pallet network who will use a manually operated pallet truck to move the pallet of bag(s) to the kerbside/roadside or if physically able to onto a level, solid surface such as a tarmac drive (not gravel or grass) – if you instruct the driver to offload onto your property we are not liable for any damages caused in doing so.

Concrete:

• Cancellation: Cancellation’s must be made 48-hours prior to the scheduled delivery, if not cancellation will be applied at £25/m³ charged at minimum £150
• Return: £150 per metre for returned concrete.
• Diversion: £150 to divert a load.
• Delivery Timescales: 48 hours for specific timeslots.
• Waiting time: £1.25 per minute after 30 minutes FOC.

Aggregate Supply:

• Cancellation: No charge if 24-hours prior – subject to charge if cancelled on the same day.
• Return: Unused material can be collected at an applicable charge.
• Exchange: N/A
• Delivery Timescales: ASAP subject to availability.
• Other: The waiting time charges of £60 per hour will apply, after 15 minutes from the time of arrival. Grab Lorries will be charged at £65 per hour.
• Wasted journey charges will apply.

Timber:

• Shipping rates vary dependent on the value of orders placed – please see product pages for more details.
• As with all natural materials, our Timber supply may be subject to movement and deterioration as they season, this is not to considered to be a fault or defect.
• This may become evident with shakes, splits and warping.
• Timber return incur a 75% charge of the initial order.
• If your Timber is faulty, please email photo evidence over within 24 hours for review.
• All returns or exchange requests need communicating to us via email or telephone within 3-working days to be considered (faulty, or not).
• If your order arrives incorrect (missing items etc.), this also needs communicating to us via email or telephone within 3-working days to be considered (faulty, or not).

Turf:

• Shipping rates vary dependent on the value of orders placed – please see product pages for more details.
• Any discrepancies with the product need to be reported on the same day as delivery.
• Laying of the turf needs to occur the same-day as receipt to preserve the best condition, otherwise deterioration is likely and refunds / returns are not permitted.
• In the unlikely event that we’re unable to complete the scheduled delivery due to access restrictions or a non-secure delivery location (front garden / driveway), you may have the option to receive the original turf the next day subject to customer approval and additional delivery charges. If the delivery can’t be rescheduled, then no refund is available – Somebody being present for delivery would prevent this!

Grab Hire:

• Cancellation: No Charge if 24-hours prior – subject to charge if cancelled on the same day
• Return: N/A
• Exchange: N/A
• Delivery Timescales: ASAP subject to availability
• Other: The waiting time charges of £60 per hour will apply, after 15 minutes from the time of arrival. Grab Lorries will be charged at £65 per hour.
• Wasted journey charges will apply.

Paving:

• See our Paving Delivery Information page for more details.
• Returns will only be accepted in full, partial orders will be declined.
• As with all natural materials, our Paving supply may be subject to minor chipping, this is not to considered to be a fault or defect.
• There is a 10% breakage tolerance on all orders before being eligible for return.
• For any orders that are returned (unless deemed faulty), the customer is liable for the return shipping fees equivalent to that incurred in the original order, plus a 15% charge of the initial order value, for restocking.
• In the unlikely event that we’re unable to complete the scheduled delivery due to access restrictions or a non-secure delivery location (front garden / driveway), you may have the option to organise redelivery (subject to customer approval and additional delivery charges). If the delivery can’t be rescheduled, then no refund is available.
• Where products are delivered without signed receipt (with prior consent) any rights to report shortages and or damages are waivered.
• Deliveries will only be made to the address selected for shipping at the point of order, and cannot be changed, otherwise additional charges may apply.

Building Materials:

• All delivery terms and conditions within the Building Materials category relate to products that fall within each of the associated sub-categories, including Plasterboard, Insulation, Bricks, Timber Sheeting and Carcass, Lintels, Doors, Skirting, Ceiling Tiles and Velux Windows.
• Charges: The below pricing thresholds apply to all materials within the Building Materials category (as displayed within the navigation), allowing for customers to mix and match between sub-categories.
  • Spend up to £420 inc. vat on our Building Materials range for a delivery fee of £30.
  • Spend over £420 inc. vat on our Building Materials range for FREE delivery!
• Delivery Timeframes: 4-6 Weeks, Monday to Friday between 8am to 5pm.
• Failed Delivery: In the event of a failed delivery / restocking charges may apply, equivalent to those originally incurred on the initial order.
• Faulty & Damaged Products: In the unlikely event that a delivered product is faulty or damaged, we will exchange the product or provide you with a full refund. Notification of any defect must be made within 10 days of the product being delivered to you. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.
• Returns: In the event that you wish to return a product that is no longer required, we will provide you with a refund less a 25% restocking charge (if applicable) and excluding any delivery charges, provided we are advised of the proposed return within 14 days of the product being delivered to you.
• Delivery Address: Drop off point is the nearest accessible roadside to the delivery address provided.
• Taking Delivery: Someone must be present to accept delivery (and assist the driver with bulky and difficult items such as plasterboard etc.)
• Delivery Access: A large lorry may make your delivery. This may cause problems when trying to offload. If you believe that there could be an issue please contact us prior to ordering.
• ETA Communication: We will request drivers to call in advance but this can’t be guaranteed.