Refund policy
Returns & Refunds at a glance
| Do we accept returns? | Yes. Any order can be cancelled and returned within 14 days of delivery, for any reason. |
| Return window (change of mind) | 14 days from delivery to notify us, then a further 14 days to send the goods back. |
| Return method | By post. We are an online-only retailer, so we do not offer in-store returns. |
| Condition | Unused and in original condition, in original packaging where possible. Proof of purchase required. |
| Faulty, damaged or incorrect items | Contact us as soon as possible after delivery and we will put it right with a replacement or full refund, including delivery costs. |
| Who pays return postage | You pay it on change-of-mind returns. We pay it on faulty, damaged, incorrect or not-as-described items. |
| Restocking fee | None. |
| Refund method & timing | Original payment method, within 5 working days of receiving the goods back. |
| Exchanges | Available as an alternative to a refund. |
| Non-returnable items | Goods cut to a length or size you specified, or otherwise made to your specification (your rights remain if such an item is faulty or not as described). |
Do we accept returns?
Yes. We accept returns on eligible items. Please see the return window and conditions below.
Return window
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the date of delivery to notify us that you wish to cancel your order, for any reason. You do not have to give us a reason. Once you have told us you are cancelling, you have a further 14 days to send the goods back to us. Returns requested after this period may not be accepted.
You may open and inspect your order
You are entitled to handle and inspect the goods as you reasonably would in a shop before deciding whether to keep them. Opening a pack, or peeling back the corner of a sheet to check the material, does not affect your right to cancel.
Please take reasonable care of the goods while they are in your possession. If they have been handled more than was necessary to inspect them — for example sheets applied to a vehicle, cut, trimmed or stuck down — we may reduce your refund to reflect the loss in value. We will always explain any deduction to you in writing before we make it.
Return method and conditions
All returns are made by post. We do not offer in-store returns, as we are an online-only retailer. To be eligible for a refund, items must be unused and in their original condition, and where possible returned in their original packaging. Proof of purchase (your order number or receipt) is required.
How to start a return
Email sales@soundproofingshop.co.uk or call +44 1282 270214 with your order number and tell us you wish to cancel, and whether you would like a refund or an exchange. We will email you a return form and the return address. Please contact us before sending anything back, as we cannot always identify unannounced returns.
Once your return is approved, please send items to:
Sound Proofing Shop (Express Matting Services Ltd)
Unit 1B, Summit Works
Manchester Road
Burnley, Lancashire
BB11 5HG
United Kingdom
Who pays return postage
If you are returning goods because you have changed your mind, you are responsible for the cost of return postage. The goods remain your responsibility until they reach us, so we recommend a tracked service — we cannot refund goods that do not arrive.
If the goods are faulty, damaged, incorrect or not as described, we pay the return postage. We will either arrange collection or reimburse your postage on production of a receipt.
Non-returnable items
The right to cancel does not apply to goods cut to a length or size you have specified, or otherwise made to your specification. This does not affect your rights if such an item arrives faulty, damaged or not as described. Every standard sheet, pack, roll and bundle listed on this website can be cancelled and returned as set out above.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or incorrect, please email sales@soundproofingshop.co.uk with your order number and photographs of the item and its packaging as soon as possible after delivery. We aim to respond to all enquiries within one business day. We will put it right with a replacement or a full refund, including any delivery and return costs, at no charge to you.
Exchanges
Yes, we accept exchanges. If you would prefer an exchange rather than a refund — for example, swapping for a different thickness, pack size or product — please let us know when you contact us and we will confirm availability and any price difference before sending the replacement out. The same 14-day window, inspection rights and return-postage terms apply to an exchange as they do to a refund. If the replacement item costs more, we will ask you to pay the difference before we dispatch it; if it costs less, we will refund the difference to your original payment method.
Refunds
Once we receive and inspect your return, refunds are processed within 5 working days to your original payment method. Depending on your bank or card provider, it may take a few additional days for the refund to appear in your account. Where you cancel under your right to cancel, we refund the price of the goods plus the standard delivery charge you paid. There is no restocking fee. Where goods have been handled more than was necessary to inspect them, we may make a deduction to reflect the loss in value, as set out above; we will always explain any such deduction to you in writing before we make it.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are unhappy with how we have handled a return, please contact us and we will try to put it right. You can also get free, independent advice from Citizens Advice.
Contact us
Email: sales@soundproofingshop.co.uk
Phone: +44 1282 270214
Hours: Monday to Friday, 8:30am to 5pm (UK time)
Sound Proofing Shop is a trading name of Express Matting Services Ltd, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom.