Refunds & Returns

Last updated: 30 September 2026

TW Aggregates wants cancellations, returns and refunds to be handled clearly and fairly. This policy applies to goods purchased directly from TW Aggregates online, by telephone or at our depot. It works alongside our Terms & Conditions and does not limit your statutory rights when goods are faulty, damaged, incorrectly supplied or not as described.

Need help with an order? Call 01902 784866 or email sales@twaggregates.co.uk with your order number.

Changing or cancelling an order

Contact us as soon as possible if you need to change or cancel an order. Whether cancellation is possible depends on the product and how far the order has progressed.

• Aggregates, sand, soil, compost and bark: contact us before the order has been prepared or dispatched. Once loading or dispatch has begun, collection, return and delivery charges may apply.
• Concrete products and bagged materials: cancellation is normally possible until the goods have been prepared or dispatched.
• Fresh turf, for delivery or collection: turf is perishable and harvested for confirmed orders. Once it has been harvested, it cannot be cancelled or returned for a change of mind. Contact us promptly before harvesting if you need to cancel. Your rights where goods are faulty, incorrectly supplied or not as described are unaffected.

Returns for non-faulty goods

Consumers buying non-perishable goods online should tell us within 14 days of receipt if they wish to cancel. After notifying us, eligible goods should be returned within the following 14 days.

Goods must be unused, unopened, complete and in their original resaleable condition. Contact us before returning anything so we can confirm the return address and practical arrangements.

• Opened or part-used bags and materials that have been laid, spread, mixed or installed cannot be returned for a change-of-mind refund.
• Bulk bags must be unused, unopened and kept in suitable storage.
• Fresh turf and other rapidly perishable goods cannot be returned for a change-of-mind refund.
• Unless goods are faulty or incorrectly supplied, the customer is responsible for return transport.

Faulty, damaged or incorrect goods

Contact us as soon as reasonably possible, preferably within 24 hours, if goods arrive damaged, faulty, incorrectly supplied or materially different from their description. Prompt notification helps us investigate without reducing your statutory rights.

Please provide your order number, a description of the issue and clear photographs of the product, packaging, pallet and delivery condition where relevant. If a problem is visible, do not lay, spread, mix or install the affected goods before contacting us.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, price reduction or refund.

Returning goods to our depot

Arrange your return with us first, then return eligible goods to TW Aggregates, Pendeford Hall Farm, Pendeford Hall Lane, Coven, Wolverhampton, WV9 5BD, Monday to Friday, 7:30am–5:00pm. Change-of-mind returns are at the customer’s own transport expense. We offer a refund rather than a change-of-mind exchange, with no restocking fee for eligible returns.

Refunds

We inspect goods returned to our main depot and process approved refunds to the original payment method on the day they are returned. Your bank or card provider may take additional time to show the refund in your account. Applicable statutory refund deadlines, including where proof of return is provided, are unaffected.

For change-of-mind returns, we refund the eligible product cost; the customer pays the cost of returning the goods. Original delivery charges are not normally refunded for voluntary or trade returns, unless there is a product issue or a refund is required by law. For eligible online consumer cancellations, we also refund the standard outbound delivery charge where legally required; any additional premium-delivery amount is not refundable. Faulty, damaged or incorrectly supplied goods are handled in accordance with your statutory rights.

Delivery problems and failed deliveries

Deliveries require suitable access and a safe kerbside unloading point. If delivery cannot be completed because an access restriction was not disclosed, return and redelivery charges may apply. Read our Delivery and Collections guidance before ordering.

Trade customers

Statutory consumer cancellation rights do not apply in the same way to purchases made wholly or mainly for business purposes. Trade returns and cancellations are considered under the agreed terms of the order. Contact our team before returning a trade purchase.

How to request a cancellation, return or refund

Email sales@twaggregates.co.uk or call 01902 784866, Monday to Friday, 7:30am–5:00pm. Returns must be agreed before goods are sent back.

Your statutory rights are not affected. Consumer guidance is available from GOV.UK.