Returns and refunds

Last updated 7 October 2026.

This page explains what you can return, how to do it and how refunds work. It forms part of our terms of sale. What applies depends on whether you are buying as a consumer (a private buyer) or as a business (a trade customer).

At a glance

Situation	Who it applies to	Time limit	Who pays for the return
Changed your mind about standard stock	Consumers	14 days to cancel, then 14 days to send the goods back	You
Changed your mind about standard stock	Business customers	By agreement only, within 14 days of delivery. Restocking fee applies.	You
Shortages, missing items or visible damage	Everyone	Note on the delivery note and report within 24 hours	We do
Faulty or wrongly supplied goods	Everyone	Report as soon as you can, before cutting or fitting	We do
Special order lines, cut to size goods and samples	Everyone	Not returnable unless faulty	Not applicable

If you are a consumer and change your mind

Your right to cancel

If you buy as a consumer online, by phone or by email, you have the right to cancel your order for standard stock items within 14 days, without giving a reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The 14 days start the day after you receive the goods. If your order arrives in more than one delivery, they start the day after you receive the last delivery.

What is not covered

The right to cancel does not apply to goods cut to size or otherwise made to your specification. It also does not apply to goods ordered specially for you, which are special order lines (lines with a 3 to 5 or 5 to 7 working day lead time) and veneered MDF packs, or to samples.

How to cancel

Tell us clearly that you want to cancel. Email accounts@e2-wholesale.co.uk with your name, order number and the items you want to cancel. You can use the model cancellation form below, but you do not have to.

Sending the goods back

• Return the goods within 14 days of telling us you are cancelling.
• You arrange and pay for the return. Sheet materials are heavy and cannot normally be returned by post, so please plan this before you order.
• If you prefer, we can collect the goods for a charge. The collection charge is the same as the delivery charge for the goods being returned.
• The goods should be unused and in resaleable condition, in their original packaging where there was any.

You may handle the goods to check them, as you would in a shop. If goods come back used, cut, marked or damaged, we may reduce your refund to reflect the loss in value.

Your refund

We refund you within 14 days of receiving the goods back, or within 14 days of you showing us proof that you have sent them back, if that is sooner. We refund you using the same payment method you used to pay.

If you cancel your whole order, we also refund the standard delivery charge you paid. We do not refund any extra you paid for a faster delivery option.

If you are a business customer and change your mind

Business customers do not have a legal right to cancel. We will accept returns of standard stock by agreement only.

• Contact us within 14 days of delivery to ask for a return. Please do not send goods back without our agreement.
• The goods must be unused and in resaleable condition, in their original packaging where there was any.
• A restocking fee of 20% of the price of the returned goods applies.
• You arrange and pay for the return, or we can collect the goods for a charge. We will tell you the charge before we book it.
• Once we have received and checked the goods, we refund you, less the restocking fee. If you paid on trade credit, we ask our credit partner to credit your account.

Damaged, missing or wrong goods

Please check your delivery before the driver leaves.

• Shortages or missing items: write them on the driver's delivery note and report them to us within 24 hours of delivery.
• Visible damage: refuse the damaged items, or note the damage on the delivery note and take photos. Report it to us within 24 hours of delivery.
• Wrong goods: if we send the wrong product, thickness or size, tell us within 24 hours of delivery and do not use them.

If goods are faulty, damaged in transit or not what you ordered, we will replace them or refund you. We will also arrange and pay for collection. This applies as long as you report the problem within the times above.

If you find a fault that was not visible on delivery, tell us as soon as you can and before you cut, fit or use the goods. Business customers must tell us within 7 days of delivery.

Please keep faulty or damaged goods flat, dry and protected until we collect them.

What is not a fault

• Natural variation in the colour, grain and texture of timber and veneers.
• Colours that look different from how they appeared on your screen.
• Small differences in size or thickness within the manufacturer's tolerances.
• Damage that happened after delivery, for example from storing sheets outside, uncovered or not lying flat.

Goods that cannot be returned

Unless they are faulty or we supplied the wrong item, we cannot accept returns of:

• special order lines, which are lines with a 3 to 5 or 5 to 7 working day lead time;
• veneered MDF packs;
• goods cut to size or made to your specification;
• samples;
• goods that have been cut, fitted, finished or used.

How to start a return

Email accounts@e2-wholesale.co.uk with:

• your order number;
• the items and quantities you want to return;
• the reason for the return;
• photos, if the goods are damaged or faulty.

We will reply with what happens next. You can also call us on 020 4610 0729, Monday to Friday, 8am to 5pm.

Your legal rights

If you are a consumer, this policy does not affect your legal rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose and of satisfactory quality. If they are not, you can reject them for a full refund within 30 days of delivery. After that, you can ask for a repair or replacement, and then a price reduction or refund if that does not fix the problem. Our terms of sale explain more.

Model cancellation form

If you are a consumer and want to cancel, you can copy this form into an email, or print and post it. You do not have to use it.

To: E2 Wholesaler Ltd, Unit 2, Riverside Trade Park, Grays, Essex RM20 0AA. Email: accounts@e2-wholesale.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Goods:
• Ordered on:
• Received on:
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date: