Return and refund policy
Returns
Subject to the right of Consumers to return goods for refund under The Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply, We do not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering.
Product Never Arrived
Please send an email to sales@generator-uk.co.uk if you didn't receive the item.
Damaged on Arrival
Please advise in 24 Hours of Receipt of item by email sales@generator-uk.co.uk
Faulty Manufacturing
Please advise in 24 Hours of Receipt of item by email sales@generator-uk.co.uk
Change of mind
Please advise in 14 Days of Receipt of item by email sales@generator-uk.co.uk, and cost of return of the goods will be pay by the customer.
Exchange Policy
Please advise in 14 Days of Receipt of item by email sales@generator-uk.co.uk, and cost of return of the goods will be pay by the customer.
Refund Process
If you like to start the refund process please email us at sales@generator-uk.co.uk
Good will only be accepted for refund if notified by the customer in writing with in 14 days of delivery after the 14 days time period goods will not be accepted for refund
In the event that Express Matting Services Ltd, at its discretion unless the Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply, agrees to accept the return for credit of unwanted products, the goods must be returned with our prior written agreement within 14 days of delivery. The goods must be unopened and in perfect re-saleable condition All goods returned in these circumstances (except where the Consumer Protection Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply. Please ensure that the product(s) you have purchased are to your specification prior to breaking the manufacturers seals. This will avoid disappointment and the product(s) being rejected, should you wish to return them.
Rubber Sheet and Rubber Matting rolls 1.4m wide x 10m are non refundable as these are manufactured to order.
Classico & All Gym Flooring Rolls must be adhered to the floor using Mapei VS90 adhesive. No Liability is accepted and warranty is void if flooring is not fitted by ourselves or our recommended fitter or if any other adhesive is used.
All Rubber Rolls have to be climatised for up to 48 hours prior to installation. Failiure to climatise the flooring prior to fitting will void warranty and supplier will not be liable for any loss due to installation issues resulting from failiure to climatise the flooring.
All damages must be reported with in 48 hours of delivery and manufacturer does not accept any liablility for goods that arrive damaged. Refund or Replacement will only be issues once goods are returned in their original condition.
All Flooring rolls require climatisation of up to 48 hours prior to installation failiure to do so will void the warranty and may result in installation problems.
Rubber is a natural material and all rubber products can mark any surface that may rub against the rubber flooring or rubber playground tiles. No liability is accepted for marking or colour coming off the rubber playground tiles or rubber flooring as this is a natural characteristic of rubber and beyond our control. Rubber Playground tiles are used for accident prevention such as falling from heights. Rubber tiles are not suitable for children under 12 years of age or toddlers. All rubber products degrade with time since rubber is a natural material therefore no liability is accepted for degradation of rubber.
Return postage of good is solely responsibility of customer and customer will pay return postage and organise the return
13. Reduced price offer & Liquidation Products
13.1 Goods sold on "Reduced price offer" or "Liquidation Stock" are downgraded goods that our company is able to offer at a discount on the normal catalogue price. Stocks of goods offered as above are limited and such goods are sold subject to the following special rules. These special rules apply in addition to, and in the event of any conflict override, all of our other terms and conditions, except those terms and conditions specifically covering Consumers.
13.2 Upon receipt of an order, we will check stock availability. Until stock availability is confirmed to the customer, a contract for sale will not be created and no payment will be debited from the customer.
13.3 All goods sold by us as Reduced price offer & Liquidation Products are sold subject to the following special rules that apply in addition to our other terms and conditions.
13.4 Prices are not subject to value, cash or volume discounts
13.5 The manufacturer warranty is void if no adhesive is used with the Interlocking Playground Mats ( Size: 1m x 1m x 30mm ). Please wait for tiles to dry out and use the Outdoor adhesive.
13.6 Where we are holding stock against a paid purchase order on behalf of the customer the 14 days return and refund policy applies as we can not sell the goods to other clients during this time period.
Interlocking pvc floor tiles and interlocking garage floor tiles pvc are custom made and therefore non refundable
It is the customer’s responsibility to ensure the safe return of the goods.
Cost of returning goods are solely the responsibility of the customer.
COLOURED YELLOW RAMPS ARE NON REFUNDABLE AS THESE ARE MANUFACTURED TO ORDER
Neoprene & EPDM rubber sheets are non refundable as these are manufactured to order to customers specifications.
The 1.4m wide commercial grade rubber sheet rolls are non refundable as these are custom cut to size on order from a 2m wide roll.
Rubber Link Mats with Drainage Holes are non refundable as these are manufactured to order.
Playground tiles 36inch x 36inch should be purchased in a single batch quantity. This is because
one batch may not fit with another batch due to shrinkage. No liability is accepted if customers
purchase mats in parts from various batches for same installation.
14.Thickness: All materials supplied are +/- 10% BMRA tollerence
We strongly reccomend use of flooring Adhesive with All thicknesses of Classico Rubber Gym Flooring rolls.
Rolls of Rubber Matting & Flooring are very Heavy and should always be handled by 2-3 people.
AntiFatigue Matting Rolls are Non Refundable as these are manufactured to Order
Rubber Grass Mats are manufactured to order by punching holes in our standard rubber mats and are therefore non refundable as these are custom made.
Rubber Vibration Mountring Strips are cut ot order and are custom made therefore non refundable.
Please Note: Reinforcement Mesh is a custom made to order item and is Non Refundable.
The 1.2m wide rolls are custom made and cut from the 2.2m wide rolls and are therefore non refundable.
Checker Rubber Garage Tiles are non refundable as these are made to order.
Goods must be returned for exchange or refund in unused and resaleable condition. It is customers responsibility to check the goods delivered are correct and as per customers order prior to installation/cutting/ or usage. Express Matting Services will not be liable once goods have been installed/cut or used and no liability will be accepted. Goods must be returned for exchange or refund in unused and resalleable condition.
Garage solid tiles are manufactured to order and are non refundable.
15. Drainage for Playground Tiles and all Rubber Tiles
Please note playground tiles must be installed with proper drainage and warranty will be void if there is any stagnant water on the tiles.
16. Rubber Promenade and Playground Tiles
Please note outdoor adhesive must be used for outdoor installations. The pins supplied for fitting are for indoor use only. Adhesive must be used for installation of tiles outdoors.
Warranty will be void if adhesive is not used.
17. All rubber matting and flooring must be adhered with an adhesive if used outdoors to avoid expansion and contraction. No liability is accepted where adhesive is not used to fit rubber outdoors. No liability is accepted for contraction and expansion of rubber since it's a natural characteristic of rubber material.
17.1 All rubber products may have a natural odor due to the inherent properties of the material. This is a normal characteristic and does not indicate a defect or quality issue. As such, we do not accept returns, refunds, or exchanges based on odor-related concerns.
To ensure suitability before purchase, we strongly recommend requesting a sample for evaluation. By proceeding with your order, you acknowledge and accept this policy.
Classico Interlocking Tiles are non refundable as these are dye cut to order from our 10 meters rolls of rubber.
All rubber flooring rolls must be adhered using Mapei Adesilex G20 adhesive. Warranty will be void if this is not used
Product Advice & Reccomendation
Please note since we have not physically seen your actual application or visited your premises therefore we do not accept liability for any advice or reccomendation. It is customers responsibility to ensure product we reccomend is suitable for their application prior to purchase and no liability is accepted for any advice or reccomendation given by our sales team.
Rubber playground tiles are intended for purpose of impact protection. Use of wheeled play equipment such as foot scooters will void the warranty
Please note due to manufacturing process the dots do not match up on round stud flooring rolls. This is industry standard
" No liability is accepted against staining of kennel flooring as this may be due to the fact the flooring may not have been cleaned after the accident / dog poo with in a reasonable time period"
Staining & Marking
Please note all rubber products can stain or mark your existing floor and no liability will be accepted in this situation. Buyer to buy at their own risk.
All items must be returned in the original packaging. If merchandise is defective or if you have received the wrong item, Express Matting Services Ltd will either immediately replace the item or issue a credit or refund within a few days once the merchandise has been returned to them.
