Returns Policy

Returns Policy

NTL aims to always provide high quality Goods that are fault free and undamaged.  On occasion however, goods may need to be returned.  Returns are governed by these Terms and Conditions.

1.1        If you receive Goods which do not match those that you ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, you should contact us within 10 days to arrange collection and return.  NTL is not responsible for paying shipment costs.  You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods.  Refunds and replacements will be issued upon our receipt of the returned Goods.

1.2        If any Goods you have purchased have faults when they are delivered to you, you should contact NTL within 28 days to arrange collection and return.  NTL is not responsible for paying shipment costs.  Goods must be returned in their original condition with all packaging and documentation.  Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods.

1.3        If Goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged.  In any event, you should report such damage to NTL within 10 days and arrange collection and return.  NTL is not responsible for paying shipment costs.  Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods. Dog run panels and some other items we supply are not wrapped for maximum protection against minor damage in transit. Such damage includes marks or scratching on the metal and minor bending of panels. Where this occurs and does not affect the functionality of the item we do not accept that damage sufficient to compromise the integrity of the item has occurred and we do not consider that replacement is warranted.

1.4    Under the UK Distance Selling Regulations, you can exercise your right of cancellation after the goods have been delivered to you, provided they have not been used in any way. You have a statutory right to a “cooling off” period.  This period begins once your order is complete and ends 7 days after the Goods have been delivered. You must inform us in writing within 7 working days of receipt that you would like to return the goods.  You will then be responsible for returning the unused goods within 7 days of receipt and at your own cost. Goods can only be returned for this reason if their packaging remains unopened and the Goods can be re-sold, as new, without any additional work on the part of NTL  For health & hygiene reasons, we cannot accept any goods back that have been used and any goods returned that are deemed to be used will not be refunded

1.5       If you wish to return Goods to NTL for any of the above reasons, please contact us in writing to make the appropriate arrangements.

1.6        You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. You must also ensure that the goods are repackaged in their original packaging or similar in order to avoid damage to the product on its return as items received damaged may not be refunded.

1.7        In certain instances, we may be able to arrange collection of the goods but this is not always possible.  As we use third party transport we will not be held responsible for any unavoidable delays (i.e. excess traffic, running out of time) in collection or for the couriers calling on a different day to that originally organised as this is beyond our control.  If at all possible, we will inform you as soon as possible of any changes.  If you are not in when the couriers call to collect, they may leave you a card asking you to contact them to rearrange the collection.  It is your responsibility to contact them and any delays in contact could result in extra charges. for which you will be liable.

1.8    NTL reserves the right to exercise discretion with respect to any returns under these Terms and Conditions.  Factors which may be taken into account in the exercise of this discretion include, but are not limited to:

1.8.1   Any use or enjoyment that you may have already had out of the Goods;

1.8.2   Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;

1.8.3   The fact that the Goods consist of audio or video recordings or computer software and that the packaging has been opened;

1.8.4   Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.

Such discretion to be exercised only within the confines of the law.

1.9 All stock labeled as “B stock” is sent out as seen, NTL ensures that all products labeled as such are structurally sound however may have cosmetic blemishes. NTL provides no returns to these products unless shipment is marked as damaged on arrival. Items marked as unchecked or checked will not be accepted for returns.

NTL does not provide its lifetime warranty on panels labeled as “B stock” as well as does not provide a standard return frame window. If a shipment is marked as damaged on arrival this must be raised with NTL within 7 days. NTL will replace “B stock” items with available “B stock” items or provide a refund if the item is unavailable, NTL will not provide a replacement for “B stock” items with its main stock list.