EasyMerchant’s Cancellation and Returns Policy

You can return any item to us within 30 days of the order date. The item must be in it’s original packaging and unused and fit for resale. Your returned item must be returned with it’s receipt or invoice. All returns will be subject to a 25% restocking charge. We reserve the right to refuse a return if it appears to have been opened, used or damaged or is not fit for resale.


Once we’ve received the returned item we will proceed to inspect it and then notify you on the status of your refund. If the return is approved will we issue a refund via your original payment method. You will then receive the refunded money within a few days depending on the payment method used (maximum 30 days).

Shipping Costs

The buyer is responsible for organising their own courier / transport and paying for any shipping costs related to returning the items. Shipping costs incurred by us for the original delivery of your items are non-refundable. If your refund is approved the full amount will be refunded minus any shipping costs incurred by us.

Please be careful when ordering large items, such as ones that are delivered on a pallet (soakaway crate sets, tanks) as the pallet delivery costs are very expensive! Usually £40-£50 (+VAT) dependant on which service is used. So please make sure you definitely need the item before purchasing it, as return of these large items is costly.


You have the right to cancel your order at any time, however please try to make sure the goods are correct and definitely required before confirming your order.

Each time an order is placed we’re charged a percentage of the total value as a processing fee from the payment processors. We also begin picking and packing the products immediately in order to offer a fast service. As such, we withhold the right to charge a 25% restocking charge in these circumstances to cover our costs. If an order is cancelled after it has already been dispatched then it will be subject to a 25% restocking fee. If the item has already been dispatched we will not be able to refund any shipping charges as we will have already paid the costs and will not be able to get a refund from the courier.

Recently payment providers including card payments and PayPal have changed their rules and now they do not refund their fee when a refund is processed. This means we have to change our rules and this fee will not be refunded for cancellations. PayPal’s fee is 3.9%.

Returns Instructions:

If you qualify for returns as per the information above then please organise a tracked service to dispatch it to:

EasyMerchant Limited
Unit 2 (SDE Civils)
18 Bridle Close,
Finedon Road Industrial Estate,
Phone: 01371 850120
Business hours: Mon-Fri 8:30-17:00

Please send an email to sales@easymerchant.co.uk letting us know that you want to return an order and the reason why, we’ll then keep an eye out for it and process the refund once it’s back at base.

Please include the invoices relevant to the order, and clearly mark the items being returned on the invoice. If you are returning parts of multiple orders at once, then please include the invoices for each, and clearly mark which items have been returned on the relevant invoices.

Once the items are back at base they will be inspected, restocked, and then the refund will be processed. This will usually happen the same day.

Bespoke Products

Items such as the split ducting, aluminium, cast iron and steel guttering ranges are classed as bespoke products (that are made to order) and are therefore non refundable. This is because they are fabricated specially for each order, and then painted for that order. Please make sure your order is 100% correct and that you definitely need the products before ordering as we will not be able to accept returns for these products.

As these bespoke products are made to order and sent directly from the manufacturer we are bound by their rules.

Any issues with bespoke products such as parts missing on delivery or damages must be reported to us within 48 hours otherwise the manufacturer will refuse a refund or replacement.

Custom sized products, such as Terram membranes and custom sized MDPE are also non refundable, as these are cut down to your specific size and are also therefore bespoke.

Picking Errors or Damages

Please inspect the goods on arrival (maximum three days), because although we train our pickers and packers well, there is always a chance of human error, so please do check that the correct items have been sent so that we can rectify an issue for you before it comes to you doing the job.

Alternatively, an item could have been damaged in transit and we’d like to be able to get a new one sent out for you before it causes you any trouble on site!

Should there be an issue such as a picking error or damages, please place the items back in the box and let us know immediately so that we can arrange for the incorrectly sent items to be collected. Once collected we will refund them in full. We cannot refund goods once they have been used or installed as we will not be able to collect them for inspection or return them to a manufacturer and there is no way for us to confirm that damages were not caused during installation.