Return & Refund Policy
At Commercial Nosing, we want you to feel confident about your purchase. If an item is unsuitable, damaged, faulty, or incorrectly supplied, please contact us so we can help.
This policy applies to products purchased from Commercial Nosing, including stair nosings, tile-in stair nosings, wall corner protectors, door thresholds, trims, and related accessories.
Commercial Nosing is a trading name of Mafson Ltd.
1. Our Return Policy at a Glance
| Item | Details |
|---|---|
| Return window | Request a return within 30 days of delivery |
| Return method | By mail or parcel courier |
| Change-of-mind condition | Unused, uninstalled, uncut, and unaltered |
| Return label | Included inside the original package |
| Damaged, faulty, or incorrectly supplied items | We cover return shipping |
| Change of mind or customer selection error | Customer pays return shipping |
| Restocking fee | None — £0 |
| Refund processing | Within 2 business days after approval |
| Bank processing | An additional 5–10 business days may apply |
| Refund method | Original payment method |
| Direct exchanges | Not offered |
The conditions for voluntary change-of-mind returns do not restrict your statutory rights concerning faulty, damaged, or incorrectly described goods.
2. Our 30-Day Return Window
You may request a return within 30 days from the date your order is delivered.
To start a return, email sales@commercialnosing.co.uk or call +441143609100. Please provide your order number or another valid proof of purchase and identify the item you wish to return.
Please contact us before posting your item so we can confirm the return instructions and the correct postage arrangements.
A reason for returning an unwanted item helps us assist you, but you do not need to justify a cancellation when exercising an applicable statutory right.
3. Conditions for Change-of-Mind Returns
For returns under our voluntary 30-day policy, products must be:
- Unused and uninstalled;
- Uncut, undrilled, and unaltered;
- Free from damage caused by handling, storage, or attempted installation;
- Complete with the supplied inserts, fixings, screws, plugs, end caps, and other accessories, where applicable;
- Securely packaged for return, preferably in their original packaging.
For self-adhesive products, the adhesive backing must remain intact and must not have been removed or used.
Please check dimensions, colour, finish, profile shape, flooring compatibility, and quantities before cutting, drilling, applying adhesive, or installing the product.
You may carefully unpack and inspect an item to assess its suitability. Opening the packaging for reasonable inspection does not automatically make an item ineligible for return. If the original packaging is unavailable, please contact us and use suitable protective packaging.
These conditions apply to unwanted items. A product is not automatically excluded from a faulty-goods claim simply because a fault becomes apparent after installation or use.
4. Return Shipping Costs & Labels
A return label is included inside your original package. The presence of a return label does not mean return postage is free for every reason.
| Reason for Return | Who Pays Return Shipping? |
|---|---|
| Item arrived damaged | Commercial Nosing |
| Item is faulty | Commercial Nosing |
| We supplied the wrong item | Commercial Nosing |
| Item materially differs from its description | Commercial Nosing |
| You changed your mind or no longer need the item | Customer |
| You selected the wrong size, colour, profile, or quantity and we supplied the order correctly | Customer |
Where we are responsible: Contact us before arranging postage. We will provide or confirm a prepaid return arrangement, or agree reimbursement of reasonable return postage. You will not be required to bear the return shipping cost for a confirmed damaged, faulty, or incorrectly supplied item.
Where the customer is responsible: Use the included return label and arrange and pay for suitable postage. The cost will depend on the parcel’s dimensions, weight, and courier.
If the label is missing, damaged, or unsuitable for your parcel, contact us for a replacement or further instructions.
We do not charge a restocking fee.
5. How to Return an Item
Step 1 — Contact Us
Email sales@commercialnosing.co.uk or call +441143609100.
Please include:
- Your order number or proof of purchase;
- The product name and quantity being returned;
- Whether the item is unwanted, damaged, faulty, or incorrect;
- Photographs of any damage or incorrect item, where reasonably available.
Step 2 — Confirm the Return Arrangements
We will explain how to use the included label and confirm who is responsible for postage.
For damaged, faulty, or incorrect items, please allow us to confirm the shipping arrangement before paying for a return service yourself.
Step 3 — Package the Item Securely
Include the relevant accessories and a note showing your order number.
For long profiles, stair nosings, and corner protectors, use packaging that supports the full length and protects the edges and ends against bending, scratching, or impact.
Do not cut, fold, or modify a product to make it fit into a smaller parcel.
Step 4 — Return by Mail or Courier
Send your parcel using the confirmed return instructions. We recommend a tracked service and keeping your proof of postage until the return is resolved.
For an eligible statutory cancellation, you should send the goods back within 14 days of notifying us. For other returns under our voluntary 30-day policy, we will confirm the return-by date when we acknowledge your request.
Step 5 — Return Inspection
Once your parcel arrives, we will inspect it and notify you of the refund outcome. If there is an issue with the return, we will explain the reason and any proposed adjustment.
6. Return Address
Please send returns to:
Commercial Nosing / Mafson Ltd
58 Ormonde Crescent, Hexthorpe
Doncaster, DN4 0GP
United Kingdom
Returns are handled by mail or parcel courier. Please contact us before sending your parcel.
7. Damaged, Faulty, Incorrect or Missing Items
Please inspect your order as soon as reasonably possible after delivery.
If an item is damaged, faulty, incorrect, or missing, contact us promptly with your order details. Photographs of the product, outer packaging, and delivery label can help us investigate, where available.
Depending on the issue and your applicable rights, we will arrange an appropriate resolution, such as:
- A refund;
- A replacement;
- Repair, where appropriate;
- Delivery of a missing or correctly ordered item.
We cover the necessary return shipping for damaged, faulty, or incorrectly supplied goods.
Please do not attempt to install or modify an item with an obvious fault or damage before contacting us. If a fault only becomes apparent later, contact us when you discover it.
There is no mandatory 24-hour reporting deadline that removes your statutory rights. Accepting a delivery does not prevent you from reporting damage found after unpacking.
8. Custom-Cut & Personalised Products
Products genuinely made to your individual specifications, such as bespoke-cut or personalised profiles, may be excluded from change-of-mind returns. Any such exception must be clearly disclosed before purchase.
Selecting an ordinary size or colour from our standard range does not, by itself, make a product personalised.
This exception does not affect your rights if a custom product is faulty, damaged, incorrectly supplied, or does not match the agreed specification.
Products that you have cut, drilled, altered, or installed after delivery are normally excluded from our voluntary change-of-mind policy. This does not remove any applicable faulty-goods rights.
9. Refund Processing
After receiving your returned item, we will inspect it promptly and email you with the outcome.
| Refund Stage | Details |
|---|---|
| Inspection | We check the returned product and its supplied accessories |
| Approval | We confirm the refund or explain any issue |
| Processing | Approved refunds are processed within 2 business days |
| Payment method | Refunds are issued to the original payment method |
| Currency | British Pounds — GBP (£) |
| Bank posting | Your bank or payment provider may take an additional 5–10 business days |
Our inspection and approval process will not be used to extend a statutory refund deadline.
For eligible statutory cancellations, we will issue the refund within the applicable legal time limit, normally no later than 14 days after receiving the goods back or receiving evidence that they have been sent back, whichever occurs first.
If your refund has not appeared after the expected bank processing period, contact us so we can check its status.
10. Refund Amounts & Original Delivery Charges
For eligible returns, we refund the amount paid for the returned goods, subject to any lawful deduction explained below.
Faulty, damaged, or incorrectly supplied goods: Where a refund is due, we will refund the relevant goods and applicable delivery charges as required by law. We also cover the necessary return shipping.
Statutory cancellation of an entire eligible order: We refund the original standard delivery charge. If you chose express delivery, we are generally only required to refund the equivalent standard delivery charge.
Partial returns or voluntary change-of-mind returns outside the statutory cancellation period: Original delivery charges are normally not refundable unless required by law or agreed with us.
We do not deduct a restocking fee. Where legally permitted, a deduction may apply for loss in value caused by handling beyond what is reasonably necessary to inspect the product. We will explain any deduction. Reasonable inspection alone does not justify a deduction.
11. Exchanges
We do not currently offer direct exchanges.
If you need a different size, colour, or product, please return the unwanted item in accordance with this policy and place a new order.
A replacement provided to resolve faulty or incorrectly supplied goods is handled separately from a change-of-mind exchange.
12. Order Cancellations
If you wish to cancel an order before dispatch, contact us immediately. Eligible standard orders cancelled before dispatch will be refunded without a cancellation fee.
If the parcel has already been dispatched, we may be unable to stop delivery, but you may still notify us of your cancellation and follow the applicable return process.
Custom or personalised orders may have different cancellation conditions. Please see our Order Cancellation Policy.
For delivery information, please visit our Shipping Policy.
13. Your Statutory Rights
Our voluntary 30-day return policy is additional to your applicable rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Where applicable, online consumers have a statutory right to notify us of cancellation within 14 days after delivery and a further 14 days to return the goods.
Your rights concerning faulty, misdescribed, or unfit-for-purpose goods may continue beyond our voluntary 30-day window. Nothing in this policy excludes or restricts those rights.
Statutory consumer rights apply to qualifying consumer purchases. Purchases made wholly or mainly for business purposes may be subject to different legal rights.
14. Customer Service & Business Information
For help with a return, refund, or delivery issue, please contact:
Email: sales@commercialnosing.co.uk
Phone: +441143609100
Customer Service Hours: Monday–Friday, 9:00 AM–4:00 PM GMT
Saturday–Sunday: Closed
Business days: Monday–Friday, excluding UK bank holidays
Trade Name: Commercial Nosing
Company Name: Mafson Ltd
Company Number: 12731462
VAT Number: GB379295832
Business & Return Address:
58 Ormonde Crescent, Hexthorpe
Doncaster, DN4 0GP
United Kingdom