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Returns & Refunds

A refund will be offered by NESP on receipt of any stock item (not customised non-standard items, which are made to order – see below), returned in its original condition and packaging, and in a saleable condition within 28 days of despatch. You must contact Customer Services on 0845 634 9700 within 48 hours of receipt to obtain a reference number for your returned item, and to ensure that the return will be accepted. Refunds will not be given unless you have been issued with a reference number. You are also responsible for the cost of the carriage on any returned item. NESP reserves the right to refuse to make a refund at its discretion. A standard 20% handling charge will apply & be deducted from the value of the credit. This does not affect your statutory rights.


Damaged Items/Shortages

Please contact Customer Services at NESP within 48 hours with details of any items received damaged or any shortages. You will be given instructions on how to deal with the damaged item and/or when to expect another delivery and/or obtain a refund. You will also be given a reference number, which must be quoted in all correspondence. Damaged items will not be replaced unless you have been issued with a reference number. Please keep all packaging until you have contacted NESP and been advised how to proceed.


Returns for non-standard items (custom made items, including but not exclusively, Vetreo Doors, Vinyl Doors, Glass Splashbacks)

Non-standard goods are highly personalised and made to the consumers’ specification. Non standard goods cannot be cancelled or returned under any circumstance if the ‘cooling off’ period of 7 working days from receipt of order has been exceeded and we cannot offer any refund. Any cancellations must be made in writing, including fax and email.

Your money will be refunded within 30 days but delivery charges are non-refundable. Please note that refunds only apply to goods that are not custom made.


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Pinnacle House, Harelaw Industrial Estate, Annfield Plain, Stanley, County Durham, DH9 8UJ. Telephone: 0845 634 9700/ 01207 291960. Email: sales@nesp.co.uk