Refund policy

Last updated: 03 June 2026

Changed your mind?

We do not refund for change of mind or over-ordering. At our discretion we may offer store credit, valid 12 months. If a refund is approved on a change-of-mind basis we deduct a £25 handling charge plus any non-recoverable card fees.

Fencing, sleepers and other stock items

Unused stock items in resaleable condition may be returned within 14 days of delivery for a refund. The customer pays return shipping or arranges return at their own cost. Refunds may be reduced where items are damaged, used, weathered or no longer resaleable as new. Loose or part-pack items, cut-to-size timber, and items removed from their original packaging are excluded.

Cut-to-size and made-to-order items

Bespoke gates, cut-to-size timber, custom panels and anything made or cut to your specification cannot be cancelled, returned or refunded once production has started.

If something is faulty or not what you ordered

Tell us within 48 hours of delivery and we will put it right at no cost to you — replacement, repair or refund as appropriate. Please inspect your order on delivery and report any damage, missing items or shortages to info@newcastlefencingsuppliers.co.uk or 0191 500 9669 before signing the delivery note where possible.

Fence installation deposits

Where we quote and accept a fence installation job, a non-refundable deposit may be required to secure your build slot. If you cancel before work starts you will not be charged for work not completed, but the deposit is retained. If we cannot complete the work for reasons within our control, the deposit is refunded in full.

How to request a return or refund

Contact us with your order number and the reason for the request. Returns must be accepted by us in writing first — items returned without prior agreement may not be accepted.

Refunds and store credit

Approved refunds are processed within 14 days of the returned items being received and inspected, to the original payment method or as store credit.

Your statutory rights as a consumer are not affected by this policy.