01 Your statutory rights
Your statutory rights under UK law are not affected by any part of this policy. Relevant legislation includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
02 14-day cancellation right
For orders placed online, you generally have the right to cancel within 14 days of receiving your goods, without giving a reason. To exercise this right, notify us before the 14-day cancellation period expires by emailing sales@masseys-diy.co.uk with your order number and a clear statement that you wish to cancel.
You then have a further 14 days to send the goods back to us. We will issue any refund due within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.
03 How to return an item
- Email sales@masseys-diy.co.uk with your order number and details of the item you wish to return.
- Clearly tell us whether you are exercising your cancellation right or reporting a faulty or incorrect item.
- Pack the item securely, using the original packaging where possible.
- Include your order number and name inside the parcel.
- Use a tracked delivery service and retain your proof of postage.
Return address:
Masseys DIY
R. Massey & Son Ltd
129 Swadlincote Road
Woodville, Swadlincote
Derbyshire, DE11 8DA
United Kingdom
04 Condition of returned items
You may handle goods to the extent necessary to establish their nature, characteristics and functioning, as you would be able to do in a shop. You may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the goods.
Please return items with all accessories, components and packaging supplied where possible. This does not affect your statutory rights if goods are faulty, damaged or not as described.
05 Refunds
Where you exercise your statutory cancellation right, refunds will be issued to the original payment method. We will refund the standard delivery cost paid at the time of purchase. If you selected a more expensive delivery option, we are only required to refund the cost of our least expensive standard delivery option.
We may withhold the refund until we have received the goods or you have provided evidence that you have sent them back, whichever happens first.
Once processed, your bank or payment provider may require additional time to make the funds available in your account.
06 Return postage costs
Unless the goods are faulty, damaged, incorrect or misdescribed, you are responsible for the direct cost of returning goods when exercising your statutory cancellation right, provided this was made clear before you placed your order.
If the return is due to our error or the goods are faulty, we will cover the reasonable return costs or arrange an appropriate collection.
07 Exclusions from the cancellation right
The statutory 14-day cancellation right does not apply to certain types of goods or circumstances provided for by law, including:
- Goods liable to deteriorate or expire rapidly — where the legal exception applies.
- Personalised goods — items made to your specifications or clearly personalised.
- Sealed goods unsuitable for return for health protection or hygiene reasons — where the seal has been broken after delivery.
- Goods that become inseparably mixed with other items after delivery — where the legal exception applies.
These exceptions do not remove your rights under the Consumer Rights Act 2015 if goods are faulty, damaged or not as described.
08 Faulty or misdescribed goods
If an item is faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015. Depending on the circumstances and when the problem arises, your rights may include:
| Timeframe | Your remedy |
|---|---|
| Within 30 days of delivery | You may have the short-term right to reject faulty goods for a full refund. |
| Within the first 6 months | You may be entitled to a repair or replacement. If that is unsuccessful or unavailable, you may be entitled to a refund or price reduction. |
| After 6 months | Repair, replacement or a price reduction may still be available. You may need to demonstrate that the fault was present when the goods were supplied. |
To report a problem, email sales@masseys-diy.co.uk with your order number, a description of the issue and photographs where possible.
09 In-store purchases
For goods purchased in-store, your rights under the Consumer Rights Act 2015 continue to apply. The statutory 14-day cancellation right generally applies to qualifying distance and off-premises contracts, not ordinary purchases made in-store.
For items that are not faulty, any change-of-mind return, exchange or store credit for an in-store purchase is offered at our discretion and may be subject to conditions. Proof of purchase may be required.
10 Contact
Email: sales@masseys-diy.co.uk
Telephone: +44 1283 217133
Masseys DIY
R. Massey & Son Ltd
129 Swadlincote Road
Woodville, Swadlincote
Derbyshire, DE11 8DA
United Kingdom