Forti Nova
Returns Policy
Please read this policy carefully before purchasing. By placing an order with Forti Nova you agree to these terms.
Last updated: April 2025 · Your statutory rights under UK consumer law are not affected by this policy.
Return Window
5 Days
Restocking Fee
20%
Return Postage
Buyer Pays
Refund Method
Original Card
How to Initiate a Return
Email info@fortinova.co.uk within 5 days of delivery, including your order number and reason for return.
We'll review and confirm whether the return is approved, and provide a returns reference number.
Send the goods back at your cost, or drop them off at our Blackburn depot. Refund processed within 5–10 working days.
Return Window — 5 Days
- You have 5 days from the date of delivery or collection to request a return.
- All return requests must be submitted by email to info@fortinova.co.uk within this window.
- Returns requested outside of the 5-day window will not be accepted.
Condition of Returned Goods
- Items must be returned in the same condition as sold — unused, undamaged, and in original packaging.
- Opened, part-used, cut-to-size, or installed products cannot be returned under any circumstances.
- We reserve the right to refuse a return or reduce the refund if goods are not returned in resalable condition.
Restocking Fee — 20%
- A 20% restocking fee is deducted from all approved returns.
- This applies to all customers — trade and retail alike — and covers handling, inspection, and re-stocking costs.
- Example: a £500 order returned in full would receive a £400 refund after the 20% restocking fee.
Return Postage & Collection
- The buyer is responsible for all return postage and courier costs.
- Items must be adequately packaged to prevent damage in transit. Damage occurring during return will be the buyer's liability.
- Alternatively, items may be returned in person to our Blackburn depot — please bring your order confirmation.
Refunds
- Refunds are issued back to the original payment card used at the time of purchase.
- The card must be registered to the buyer — refunds cannot be issued to third-party cards.
- Refunds are processed within 5–10 working days of us receiving and inspecting the returned goods.
Faulty or Incorrectly Supplied Goods
- If your order arrives damaged or is not as described, contact us by email within 48 hours of receipt.
- Please include photos of the fault and retain all original packaging.
- For genuine faults, we will cover collection costs and offer a full replacement or refund — no restocking fee applies.
Product-Specific Notes
EPDM Roofing Membranes
Standard rolls returnable if unused and uncut within 5 days. Cut lengths are non-returnable.
Liquid Rubber HBS200 / SprayGrade
Unopened kits returnable within 5 days. Opened or part-used kits cannot be returned.
Composite Cladding & Decking
Full-length boards returnable if unused. Cut boards are non-returnable.
Ground Screws
Returnable if uninstalled and in original condition within 5 days.
Steel Frame Kits
Special order — non-returnable once manufacturing has commenced.
PriviFilm Smart Film
Unopened rolls returnable within 5 days. Installed or cut film is non-returnable.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (for consumers) or the Sale of Goods Act 1979 (for business customers). If goods are not as described, not fit for purpose, or of unsatisfactory quality, you have the right to a repair, replacement or refund regardless of this policy.
Questions about a return?
Email us and we'll get back to you on the same working day.