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Delivery & Returns

Delivery Information and Charges

Courier orders received before 1 pm Monday to Friday are normally dispatched the same day,

Royal Mail Orders received by midday are normally dispatched the same day.

Any orders received on Saturday, Sunday or Bank Holidays are dispatched on the following working day.

Please note that we cannot 100% guarantee a next working day delivery at any time.

Delivery charges are calculated based on the total weight of the order. Once you enter your postcode in the cart or checkout the delivery charge will be calculated.

There is a minimum charge of £3.50 + VAT for the Royal Mail Tracked 48 service for very small orders. The minimum charge for overnight courier services is £8 + VAT.

Some postcode areas have a higher minimum charge including Channel Islands, Isle of Wight, Isle of Man, Ireland, Northern Ireland and Scottish Highlands.

Our parcel couriers:

For Overseas Delivery Charges or any courier queries please contact us.

Because we use a range of couriers there is a range of services available for example:

Please call us to arrange an alternative service than those offered online. We can then check the best price for the service required.

Please note: some orders we will have to send on a pallet due to the courier cubing charges for single rolls/ or items that exceed a certain length and width. Therefore the cost of pallet delivery is cheaper. If you need further information or to confirm the best price for your order please call us 01308 485422.

Delivery and Returns Policy

Last updated: 01.09.2026

1. Introduction

1.1 This returns policy sets out the terms under which you may return products purchased from us through our website at [www.collinsnets.co.uk] (“our website”). It applies to all orders placed by consumers (individuals acting for purposes outside their trade, business, craft, or profession).

1.2 This policy does not affect your statutory rights under the Consumer Rights Act 2015 (“CRA 2015”) or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”). Nothing in this policy is intended to limit or exclude any rights you have under these or any other applicable laws.

1.3 When we refer to “you” or “your” in this policy, we mean the individual consumer who placed the order with us.

1.4 Please read this policy carefully before making a purchase. If you have any questions about our returns process, please contact us using the details set out in section 11 below.

 

2. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

2.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days without giving any reason.

2.2 The cancellation period begins on the day after you (or a person you nominate, other than the carrier) receive the goods. If your order consists of multiple items delivered on different days, the cancellation period begins on the day after you receive the last item.

2.3 If your order consists of multiple lots or pieces of a single item, the cancellation period begins on the day after you receive the last lot or piece.

2.4 To exercise your right to cancel within the 14-day cooling-off period, you must inform us of your decision to cancel by making a clear statement. You may use any of the following methods:

2.5 To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the 14-day cancellation period has expired. You do not need to have returned the goods before this deadline, but you must return them promptly after notifying us (see section 4).

 

3. How to Return Cancelled Goods

3.1 If you cancel your order under section 2, you must return the goods to us without undue delay, and in any event no later than 14 calendar days from the day on which you notify us of your cancellation.

3.2 Please return goods to the following address: Collins Nets Ltd, Upton Dairy, Uploders, Bridport, DT6 4PH

3.3 You should package the goods securely and include your order number and name inside the parcel. We recommend that you use a tracked delivery service and retain proof of postage, as you are responsible for the goods until they reach us.

3.4 You must take reasonable care of the goods while they are in your possession. You may inspect the goods as you would in a shop, but you should not use them beyond what is necessary to establish their nature, characteristics, and functioning. If the value of the goods is diminished as a result of handling beyond what is necessary, we may deduct an appropriate amount from your refund.

 

4. Effects of Cancellation

4.1 If you cancel your order in accordance with section 2, we will treat the contract between us as at an end from the date we receive your cancellation notice.

4.2 We will reimburse the cost of the goods purchased.

4.3 We may withhold your refund until we have received the returned goods, or until you have supplied evidence of having sent them back, whichever is the earliest.

5. Refunds for Cancelled Orders

5.1 We will process your refund without undue delay, and in any event:

5.2 We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.

5.3 If you received a discount, promotional offer, or voucher code on the original order, the refund amount will reflect the price you actually paid.

 

6. Returns of Defective or Misdescribed Goods

6.1 Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for a particular purpose (where you made that purpose known to us), and as described. If the goods we deliver to you are faulty, defective, or not as described, you have statutory rights which this section summarises.

30-Day Short-Term Right to Reject

6.2 You have the right to reject goods that are faulty, not as described, or not fit for purpose within 30 days of receiving them. If you exercise this right, you are entitled to a full refund. The 30-day period begins on the day you take ownership of the goods (which is normally the day of delivery).

6.3 To exercise your short-term right to reject, please contact us using the details in section 11 and provide your order number, a description of the fault, and, where possible, photographic evidence.

 

7. Non-Returnable Items

7.1 The statutory 14-day cancellation right does not apply to certain types of goods. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following items cannot be returned under the cooling-off period (though your rights in respect of faulty goods under the Consumer Rights Act 2015 are unaffected):

7.2 Where applicable, we will clearly identify non-returnable items on the relevant product page before you place your order.

 

8. Return Shipping Costs

8.1 Cancellation under the 14-day cooling-off period: Unless we have offered to collect the goods, you are responsible for paying the direct cost of returning the goods to us.

8.2 Defective or misdescribed goods: We will bear the full cost of returning goods that are faulty, defective, or not as described. We will either arrange collection, or reimburse your reasonable return postage costs upon receipt of the goods.

8.3 Voluntary returns (see section 11): You are responsible for paying the return shipping costs

8.4 We recommend that you obtain proof of postage when returning any item, as we cannot accept responsibility for items that are lost or damaged in transit back to us.

 

9. Refund Method and Timescales

9.1 All refunds will be made to the original payment method used to place the order, unless we agree otherwise in writing. For example:

9.2 Refund processing times are as follows:

9.3 Once we have issued your refund, it may take a further 3-5 working days for the funds to appear in your account, depending on your payment provider.

 

10. Exchanges

10.1 We offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please follow the returns process below and place a new order or contact us using the details in section 11 to arrange an exchange.

10.2 If you are exercising your 14-day statutory cancellation right, you should cancel your existing order and place a new order for the replacement item.

10.3 If you wish to exchange a defective item, we may offer a replacement under section 6 above rather than requiring you to cancel and re-order.

11. Contact Details

11.1 If you have any questions about this returns policy, or if you wish to initiate a return, please contact us using the following details:

11.2 We aim to respond to all returns enquiries within 2 working days.

11.3 Nothing in this policy affects your right to take legal action to enforce your statutory rights.

 

Replacements

Please check that you have ordered correctly and received the right products as soon as they arrive. If you have ordered the incorrect goods in error, we will replace them providing they are returned unused, but this will incur a postal charge.

It is important to us that you are satisfied with our service. If you need to return goods to us for any reason more than 7 days after receipt, we will normally issue you a credit note for the value, providing that the goods are unused and in good condition.

Before returning any goods to us you must contact us.

Loss or Damage

Occasionally goods may be lost or damaged in transit.

We will send a replacement order when this occurs, but we might need you to provide photographs or collect the damaged item from you so we can provide proof for our carrier claims.

In all cases we must be informed of non-arrival, damage or shortages within 7 days of the order being placed otherwise no claim can be made or replacement goods sent.

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