Shipping & Returns Policy

At the Insulation Merchant we aim to deliver products across the whole of the UK, through our shipping partners or directly through our own fleet of vans and trucks.

Any orders received for the Scottish Highlands & Islands, Northern Ireland, Republic of Ireland, Channel Islands, Isle of Man and the Isle of Wight may incur additional charges. A member of the team will get in touch with any additional delivery charges prior to processing your order or if you would rather get in touch prior to ordering please contact us on +44(0)1786 657 911 or help@insulationmerchant.com for further charges and lead times. For larger deliveries to the Scottish Highlands & Islands or Northern England please also get in touch to see how we can tailor prices to you for possible shipping through our own fleet.

All delivery times shown on product pages are an estimate only.

Orders placed on Insulation Merchant from 12 pm on Thursday 22nd August until Monday 26th August 2024, will incur a delay due to the Summer Bank Holiday. 
Please allow a few days extra on shipping for any orders placed from Thursday 22nd August. 
The majority of orders are processed based on order date. If there are any delays to be expected on your order, we will be in touch with you to clarify this.

Next working day delivery

If we receive your order before 12pm (midday) Monday to Thursday we will have it dispatched for Next Day Delivery, but only for products marked as ‘1 - 2 days delivery’. Once your order leaves our facility, we expect the courier to deliver the item upon the following day, but please allow at least 2 – 3 working days especially for some rural locations in the UK. Orders placed on a Friday will be delivered on Monday in most cases.
We can not guarantee any delivery leadtimes and these are provided as an estimate only.

Looking for pre 1pm or Saturday deliveries?

If you would like your delivery to arrive before 1pm on a weekday or you would like an order to arrive on a Saturday then please get in touch prior to placing your order and a team member will provide a quote for this if available.

Accepting deliveries

All our orders will require a signature upon delivery to provided address to acknowledge receipt of order. If you don’t believe you will be in please state a safe place in the customers note section of the shopping cart page and we will endeavour to get the courier to leave your order there (cannot be guaranteed). If your order has arrived damaged please sign for the delivery note as “Damaged” and get in touch with us on (+44) 01786 447997 or info@ultimate-insulation.co.uk as soon as possible. Packages signed for “Unchecked” will be deemed to be received in good condition.

Delivery accessibility

Please notify us of any accessibility issues which may hinder the delivery of your order, for example double yellow lines, narrow lanes, low bridges, steep hills etc. Dependent on what you have ordered, a large HGV or a small courier van maybe used to delivery your order. If you have any potential worries please contact us to discuss further options.

Multipart deliveries

Dependent on what you’ve ordered some parts of a multiple product order may be dispatched from multiple locations or come direct from source. As a result of this, your order may arrive in multiple parts. We will notify you of this prior to your items being dispatched so you can keep track of your order.

This policy is offered in addition to your legal rights, offered under the Consumer Rights Act 2015.

You have 14 days from delivery of goods to request a refund or return. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

You the consumer will be expected to pay the return carriage charge of the goods (Unless the goods are faulty or damaged) and a minimum restocking fee of 20% will also be expected. Some items are non-refundable. Please get in touch for further information on return of goods.

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ultimate-insulation.co.uk.