Returns

CAF Stock – Returns & Refunds Policy

Last updated: 01/07/25

CAF Stock (“CAF”, “we”, “us”) aims to ensure all customers receive quality products in good condition.
This policy explains when and how returns, cancellations, and refunds are accepted.
It applies to all orders placed online, by email, or by other remote means.

1. Cooling-off period (consumers)

If you purchase as a consumer (not a business), you have the right to cancel under the Consumer Contracts Regulations 2013 within 14 days of delivery.

To cancel, email aftersales@cafstock.co.uk with your order number and reason.
You then have a further 14 days from the cancellation date to return the goods.

To qualify for a full refund:

Goods must be unopened, unused, and in original, undamaged packaging.
All parts, fittings, accessories and manuals must be included.
Items must be packaged securely to prevent damage in transit.

If goods are opened, unboxed, installed, connected, or used, CAF may refuse the return or deduct an amount to reflect any reduction in resale value.
Return shipping costs are at your expense unless the goods are faulty or incorrect.

2. Non-returnable items

We cannot accept returns for:

Products that have been opened, unboxed, installed, connected, or used.
Items not returned in their original packaging.
Cut-to-size or customised products such as worktops, splashbacks or trims.
Hygiene-sensitive items once unsealed (e.g. toilet seats, basins, sanitaryware).
Consumables such as adhesives, sealants or paints once opened.

Once opened or installed, these products are deemed accepted and non-returnable unless proven faulty.

3. Faulty or damaged goods

If an item arrives damaged or develops a fault:

Report the issue to aftersales@cafstock.co.uk within 48 hours of delivery, attaching photographs of the issue and packaging.
Do not install or use the item — installation counts as acceptance.
If reported within 30 days of delivery, you may request a refund or replacement.
After 30 days, but while under manufacturer warranty, contact the manufacturer directly for repair or replacement.

Manufacturers will not cover faults caused by neglect, misuse, accidents or normal wear and tear.
CAF may inspect or test items before confirming a refund or replacement.

4. Ex-display and clearance items

All ex-display and clearance goods are sold as described and are non-returnable unless:

They differ materially from the description, or
They fail to operate within 30 days of delivery under normal use.

CAF provides a 30-day functional warranty for ex-display and clearance items, covering functionality only.
Cosmetic marks or defects already shown or described are excluded from this warranty.

5. Trade / business customers (B2B)

For trade or business purchases, CAF does not accept cancellations or returns for change-of-mind.
If CAF agrees to a return at its discretion:

Items must be unused, resaleable, and returned in original packaging.
A restocking fee (15–25%) and collection charge may apply.
CAF reserves the right to refuse any B2B return request.

6. Damaged or unwanted goods

Damaged or unwanted goods must be reported within 30 days of delivery.
Do not unbox, install or use items you intend to return.
You are responsible for goods while in your possession; any damage may reduce or void refunds.

7. Duty of care

While goods are in your possession, you are responsible for their safe keeping and must take reasonable care to avoid damage.
CAF may deduct costs for any loss, handling or damage before the goods are returned.

8. Refund timing

Approved refunds are processed within 14 days of CAF receiving and inspecting returned goods.
Refunds will be made to the original payment method used at checkout.

9. How to return

Before sending anything back, contact aftersales@cafstock.co.uk for authorisation and instructions.
Unauthorised returns may be refused or delayed.
Use a tracked and insured service to return goods; items remain your responsibility until received by CAF.

10. Legal rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
These terms are governed by the laws of England and Wales.

Key summary

14-day cooling-off for unused, boxed goods only.
Opened, used, or installed items are non-returnable.
Faulty ≤ 30 days → CAF handles it.
Faulty > 30 days → manufacturer warranty applies.
B2B returns by discretion only.
Ex-display sold as described with a 30-day functional warranty.

CAF Stock
aftersales@cafstock.co.uk
0330 043 9984