Returns Policy

This page summarises how returns work at ALS Custodial. The full and authoritative terms are set out in sections 10, 17 and 18 of our Terms and Conditions.

Returning stock items

Stock items may be returned within 28 days of purchase. Returns are subject to inspection and must be in their original, unopened and undamaged packaging, in a resaleable condition.

Please contact us before returning anything so we can issue a returns reference and confirm the correct address. Goods sent back without prior agreement may not be accepted.

Re-stocking charge

Returned items incur a re-stocking charge of up to 40 per cent of the total quotation or invoice value. The exact charge depends on the item and the condition in which it is received.

Items that cannot be returned

Bespoke, made-to-order, cut-to-size and personalised items are non-returnable and non-refundable. These are manufactured specifically to your specification and cannot be resold.

This includes a significant proportion of what we supply: curtain rail cut to size, made-to-measure furniture, and any item produced to a project specification. Where an item has been made to your measurements, responsibility for those measurements and dimensions rests with you.

If you are unsure whether an item will be treated as bespoke, please ask before ordering. Our team will confirm in writing.

Damaged goods and shortages

Shortages in a delivered quantity must be notified to us in writing within two working days of delivery. Any query about delivery should be raised as soon as possible, and in any event within 28 days of the date the goods would ordinarily have been delivered.

Consumer cancellation rights

Where you are a consumer under a distance contract, your statutory cancellation rights apply in addition to the above. Section 10.2 of our Terms and Conditions sets out how those rights operate. Most of our customers purchase in a business capacity, in which case the commercial terms on this page apply.

Need help?

For anything relating to a return, call 03300 536 020 or contact our team. See also our Delivery Information.