Refund Policy

This policy sets out the returns and refund procedures for Engineered Composites Ltd (ECL) covering both trade orders placed via sales enquiry and online orders placed through the ECL WooCommerce shop. It applies to all customers and is designed to be transparent, fair, and easy to follow. Please read it carefully before placing an order.

1. About Engineered Composites Ltd

Engineered Composites Ltd is a Glass Reinforced Plastic manufacturer based in Chester, established in 1986. All products are manufactured, stored, and despatched from our UK premises. We hold ISO 9001:2015 certification and are RISQS and JOSCAR accredited. Our registered address and contact details are set out at the end of this document.

2. Scope of This Policy

2.1 Trade Orders (B2B)

Trade orders are those placed by businesses, contractors, specifiers, and procurement teams via our website enquiry form, telephone, or direct email. These orders are fulfilled under agreed trade terms and are governed by our standard trading conditions in addition to this returns policy.

2.2 Online Shop Orders

Online orders are those placed through the ECL WooCommerce shop at engineered-composites.co.uk. All online orders are enquiry-based and fulfilled by our internal sales team. No automated checkout or immediate payment is processed at the point of order submission. Orders are confirmed by a member of the ECL team before any payment is taken.

3. Made-to-Order and Cut-to-Length Products

A significant proportion of ECL’s product range is manufactured to order, cut to customer-specified lengths, or configured to project requirements. This includes pultruded profiles, GRP rebar, scaffold tubes and rods, and certain grating and handrail configurations. Made-to-order and cut-to-length products cannot be returned unless they are defective or have been incorrectly supplied against a confirmed written specification. Customers are advised to verify dimensions, grades, and quantities carefully before confirming any order.

4. Returns: Eligibility

ECL will accept a return request under the following circumstances:

• The product received does not match the confirmed written order specification.
• The product is defective or damaged in manufacture.
• The product has been damaged in transit prior to delivery.
• An incorrect quantity has been despatched.

Returns will not be accepted in the following circumstances:

• The customer has changed their mind after placing a confirmed order.
• The product has been cut, drilled, fabricated, or otherwise modified after delivery.
• The product has been installed or put into use.
• The return request is made outside the timeframes set out in Section 5.
• The product is a special order or non-standard configuration manufactured to customer specification.

5. Return Timeframes

All return requests must be made within the timeframes below. Requests made outside these windows will not be considered unless exceptional circumstances apply, which must be notified to ECL in writing.

6. How to Request a Return

To initiate a return, contact the ECL sales team using one of the following methods:

• Email: info@engineered-composites.co.uk
• Telephone: during standard business hours (Monday to Friday, 8:30am to 5:00pm)
• Website contact form: engineered-composites.co.uk/contact

Please have the following information available when making your request:

• Your order reference number.
• A clear description of the issue.
• Photographic evidence where the return relates to damage or a defect.
• The quantity and product type you wish to return.

ECL will acknowledge your request within two working days and confirm whether the return is approved. A Returns Authorisation Number (RAN) will be issued for all approved returns. Goods returned without a valid RAN will not be processed.

7. Return Carriage

Where a return is accepted due to an ECL error, incorrect supply, or a manufacturing defect, ECL will arrange and fund collection. Where the return relates to any other approved reason, the customer is responsible for return carriage costs. Goods must be returned in their original packaging or in suitably protective packaging. ECL cannot accept responsibility for damage occurring during return transit where carriage has been arranged by the customer.

8. Refunds

Refunds are processed once returned goods have been inspected and the return confirmed as valid. ECL aims to process all refunds within ten working days of receiving returned goods. Refunds will be issued by the same payment method used for the original order where possible. In the case of trade account orders, a credit note will be issued to the account.

Refunds will not include original outbound delivery charges unless the return is due to an ECL error or a manufacturing defect. Any customs duties, import charges, or third-party costs are non-refundable.

9. Exchanges

Where a product has been incorrectly supplied or is defective, ECL will offer an exchange as the primary resolution wherever stock and lead time allow. Where an exchange is not possible, a full refund will be issued. Exchanges are subject to product availability and may be subject to lead times applicable to the relevant product category.

10. Consumer Rights (Online Shop Orders)

Customers ordering through the ECL online shop who qualify as consumers under the Consumer Rights Act 2015 retain all statutory rights in addition to this policy. Where any term of this policy conflicts with your statutory rights, your statutory rights take precedence. If you believe your statutory rights have been affected, please contact ECL directly in the first instance. You also have the right to contact your local Trading Standards office or seek further guidance from Citizens Advice.

Please note that as the ECL online shop operates on an enquiry and confirmation basis, the standard 14-day cancellation right under the Consumer Contracts Regulations 2013 applies from the point at which the order is formally confirmed and payment is taken, not from the point of enquiry submission. Orders not yet confirmed and paid may be withdrawn by the customer at any point prior to confirmation.

11. Faulty or Unsafe Products

If you believe a product supplied by ECL presents a safety concern, please contact us immediately by telephone. ECL takes product safety seriously and will act promptly to investigate any concern. ECL is certified to ISO 9001:2015 and maintains full traceability records for all products manufactured and supplied. Where a product recall or urgent corrective action is required, ECL will communicate directly with affected customers without delay.

12. Governing Law

This policy and any dispute arising from it are governed by the laws of England and Wales. Any legal proceedings must be brought in the courts of England and Wales unless otherwise agreed in writing.

13. Contact Details

This policy was last reviewed in June 2026. ECL reserves the right to update this policy at any time. The current version will always be available at engineered-composites.co.uk.