Refund policy

Last Updated: January 19, 2026

1. STATUTORY RIGHT TO CANCEL

For purchases made via distance communication, including those conducted through legacysealants.co.uk, non-trade customers possess a statutory right to cancel their contract without providing a justification within a fourteen-day cooling-off period. This period commences the day after the customer, or a third party nominated by the customer, acquires physical possession of the goods. To exercise this right, the customer must issue a clear, written statement of cancellation to info@legacysealants.co.uk. Following the issuance of a formal cancellation notice, the customer has a further fourteen calendar days to return the items to the company’s registered office at 45a Norwich Road, Dereham, Norfolk, England, NR20 3AS. All returns must be accompanied by a valid order number or proof of purchase.

2. CANCELLATION POST-DISPATCH AND RISK

In instances where a notice of cancellation is received after the goods have been dispatched from our facility, the statutory right to cancel remains valid; however, the customer is legally responsible for the safe return of the merchandise at their own expense. The company is under no obligation to intercept or recall consignments already in the possession of third-party carriers. As the contract for return carriage is between the customer and their chosen courier, the risk of loss or damage to the goods during the return transit remains with the customer until the point of physical receipt and inspection by the company. We strongly recommend the use of a tracked and insured postal service, as the company shall not be liable for, nor issue refunds for, goods lost or damaged in return transit.

3. EXCLUSIONS AND PRODUCT INTEGRITY

The statutory right to cancel is strictly limited by the nature of the products sold. Under Regulation 28 of the Consumer Contracts Regulations regarding the supply of sealed goods that are not suitable for return due to health protection or hygiene reasons, silicone sealants and related chemical adhesives are exempt from return once the protective seal or nozzle has been breached. Any product that has been opened, cut, or utilised in any manner is ineligible for return or refund. Furthermore, the company reserves the statutory right to reduce the amount of any refund to reflect any diminishment in the value of the goods resulting from handling by the customer beyond what is necessary to establish the nature and characteristics of the goods.

4. FAULTY MERCHANDISE AND STATUTORY RIGHTS

Under the Consumer Rights Act 2015, the customer has a short-term right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described for a period of thirty days from the date of delivery. If a defect is identified within this thirty-day timeframe, the customer is entitled to a full refund or a replacement. The company does not accept liability for product failure resulting from incorrect application, substrate incompatibility, or failure to follow manufacturer technical data sheets or professional application guidelines. Returns requested due to change of mind or incorrect colour choice after the expiration of the fourteen-day cooling-off period will be handled at the sole discretion of the company and may be subject to a restocking fee.

5. TRADE AND BUSINESS-TO-BUSINESS (B2B) TRANSACTIONS

Please note that the statutory fourteen-day cooling-off period and the right to cancel without justification do not apply to business-to-business transactions or orders placed by trade professionals. For such orders, all sales are final except in cases of proven manufacturing defects. Any returns accepted from trade customers are strictly at the discretion of the company and will be subject to a handling charge to cover administrative and logistical costs.

6. LOGISTICAL COSTS AND REFUND PROCESSING

The customer is responsible for the direct costs of returning goods for change of mind or incorrect colour selections. In instances where goods are found to be fundamentally faulty or were dispatched in error, the company shall reimburse the customer for reasonable return postage costs. In such cases, the customer is required to pay for the return carriage and provide a valid receipt for the expenditure to the company. As the contract for carriage remains between the customer and their chosen courier until the point of receipt, the company shall not be held liable for any goods lost or damaged during the return transit. Reimbursement of both the product cost and the return postage will be processed within fourteen days of the company physically receiving the returned goods. Reimbursement will be executed via the original payment method used during the transaction.