Returns & Refunds

Last updated: 24 July 2026

We want you to be satisfied with your purchase from UDFTrade. This policy explains how to cancel an order, return an unwanted item, or report a faulty, damaged or incorrect product.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Cancelling an Order Before Dispatch

If you want to cancel an order before it has been dispatched or prepared for collection, please contact us as soon as possible.

For urgent cancellations, call the telephone number shown on our website or email info@udftrade.co.uk. Please include:

• your full name;
• your order number;
• the items you want to cancel.

We will try to stop the order, but cancellation may not be possible if it has already been processed, packed or passed to the courier.

If the order has already been dispatched, please accept the delivery and follow the returns process below. Do not refuse delivery unless we ask you to do so.

If the order is successfully cancelled, the refund will be made to the original payment method.

2. Returning an Item Because You Changed Your Mind

2.1 Your right to return

If you purchased an item online as a consumer and have changed your mind, you may return most items without giving a reason.

You must tell us that you want to return the item within 14 days from the day after you receive it. If your order arrives in separate deliveries, the 14-day period starts after you receive the final item.

After contacting us, you must return the item within a further 14 days.

2.2 Condition of returned items

The item must be returned:

• unused and in a resalable condition;
• with all parts, accessories and instructions;
• in its original packaging where reasonably possible.

Tools or products that have been used for construction, plastering, drylining, decorating or other work will not normally be accepted as unused change-of-mind returns.

2.3 How to return the item

Before sending anything back, email info@udftrade.co.uk and provide:

• your full name;
• your order number;
• the item you want to return;
• the reason for the return.

We will confirm the return instructions and the correct return address.

Unless we tell you otherwise, returns should be sent to:

UDFTrade Returns:
9 West Point Business Park, West Road, Harlow, Essex, CM20 2BU

Do not send returns to our registered office unless we confirm that it is also our returns address.

Please include your order number or the return reference provided by us inside or clearly marked on the parcel.

2.4 Return delivery costs

If you are returning an item because you changed your mind, you are responsible for the return delivery cost.

Please package the item securely and use a tracked and appropriately insured delivery service. Keep your proof of postage until the return has been completed.

If the item cannot be returned by standard post because of its size or weight, contact us before arranging the return.

If we arrange collection, the reasonable collection cost may be deducted from your refund. We will tell you the expected cost before arranging collection.

2.5 Refunds

Once we receive the returned item, we will inspect it to confirm that it meets the return conditions set out in this policy.

If the return is approved, your refund will be processed within 14 days after we receive and inspect the returned item.

Refunds will be made to the original payment method. Depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account.

2.6 Items that cannot normally be returned

The right to return an online purchase because you changed your mind may not apply to:

• personalised or made-to-measure products;
• products manufactured or modified to your specification;
• sealed products that cannot be returned for health or hygiene reasons once opened;
• products that have been permanently mixed with other goods after delivery;
• other products excluded from cancellation rights by applicable law.

We may also refuse a return if the item:

• has been used or shows signs of use beyond what is necessary to inspect it;
• has been intentionally or accidentally damaged after delivery;
• is incomplete or returned with missing parts, accessories or original packaging where reasonably possible;
• has been altered, modified or repaired without authorisation.

These exclusions do not affect your rights if the item is faulty, damaged on arrival, incorrect or not as described.

3. Faulty, Damaged, Incorrect or Incomplete Items

3.1 Reporting a problem

Please check your order as soon as possible after delivery or collection.

Contact us promptly if:

• the item arrived damaged;
• the item does not work correctly;
• you received the wrong item;
• the item does not match its description;
• an important part or accessory is missing;
• you believe the item has a manufacturing defect.

Email info@udftrade.co.uk and provide:

• your full name and order number;
• the product name or SKU;
• a clear description of the problem;
• when the problem was first noticed;
• photographs or videos where possible;
• photographs of the packaging and delivery label if the item arrived damaged.

Please keep the item, packaging, parts and accessories until we confirm what should be returned.

3.2 Faults reported within 30 days

Products supplied to consumers must be of satisfactory quality, fit for purpose and as described.

If an item was faulty, damaged, unsuitable for its agreed purpose or not as described when supplied, and you report the problem within the applicable 30-day period, you may be entitled to reject it and receive a refund.

We may ask for information about the fault and may need to inspect the item before approving the refund.

An item is not automatically considered faulty simply because it is returned within 30 days. The problem must relate to the condition or conformity of the product and not to misuse, accidental damage or normal wear and tear.

You may choose or agree to a repair or replacement instead, where appropriate.

3.3 Faults reported after 30 days

If a fault is reported after the first 30 days, please contact us so that we can assess the item and the circumstances.

We may ask for photographs, videos, a serial number, details of how the item was used and maintained, or for the item to be returned for inspection.

Where a genuine fault is confirmed, the usual remedy will be a repair or replacement.

If repair or replacement is not possible, is unsuccessful, takes too long or causes significant inconvenience, you may be entitled to a price reduction or refund in accordance with UK consumer law.

3.4 Problems that are not normally treated as faults

A product will not normally be treated as faulty where the problem was caused by:

• normal wear and tear;
• accidental damage after delivery;
• dropping, impact, crushing or excessive force;
• water, moisture, dust or unsuitable environmental conditions;
• misuse or use for an unsuitable purpose;
• use outside the manufacturer's specifications;
• incorrect installation, assembly or adjustment;
• failure to follow the manufacturer's instructions;
• poor cleaning, maintenance or storage;
• incompatible parts, accessories, batteries, chargers or materials;
• unauthorised repairs, alterations or modifications;
• consumable parts reaching the end of their normal service life.

If an inspection confirms that the product is not faulty and the problem resulted from misuse, accidental damage or another cause for which we are not responsible, we may reject the claim.

Where permitted by law, reasonable inspection, collection or redelivery costs may apply. We will explain any charge before asking you to pay it.

3.5 Returning the item and receiving a refund

Please contact us before returning a faulty, damaged or incorrect item. We will provide the appropriate return instructions.

Where the item is confirmed or reasonably believed to be faulty, damaged, incorrect or not as described, we will arrange a suitable return method or reimburse reasonable return costs where required by law.

Do not use an unnecessarily expensive return service without our agreement where a suitable lower-cost option is available.

If a refund is agreed, it may include:

• the price paid for the item;
• the applicable original delivery cost;
• reasonable return costs where we are responsible for them.

The refund will normally be made to the original payment method without unnecessary delay and within the timescales required by law.

4. Special Order and Custom-Made Products

A special order product is an item that we obtain specifically for a customer and do not normally keep in stock.

Before confirming a special order, we may provide details of the product, price, estimated delivery time, deposit and any special cancellation or return conditions.

If you ask to cancel before we have ordered the product from our supplier, we will normally try to cancel it.

Once the supplier order has been placed, cancellation may not always be possible.

A standard product does not lose a consumer's online cancellation rights simply because we ordered it specially from a supplier.

However, change-of-mind cancellation rights may not apply where the product has been personalised, modified, manufactured or altered specifically for you.

Your rights remain unaffected if a special order product is faulty, damaged, incorrect or not as described.

5. Manufacturer's Warranty

Some products include a manufacturer's warranty in addition to your statutory rights.

The length and terms of the warranty depend on the product and manufacturer. The manufacturer may require proof of purchase, a serial number, product registration, photographs, diagnostic information or inspection by an authorised service centre.

Where appropriate, UDFTrade may contact the supplier or manufacturer, submit a warranty claim or direct you to an authorised service centre.

A manufacturer's warranty does not replace your legal rights against UDFTRADE LTD as the seller.

6. Business Customer Returns

The consumer right to cancel an online purchase within 14 days does not normally apply to purchases made wholly or mainly for business, trade, craft or professional purposes.

Business customers must obtain our written agreement before returning a non-faulty item. Acceptance of these returns is at our discretion.

We may refuse a return where:

• the item has been used, installed, altered or damaged;
• the item is not in a resalable condition;
• parts, accessories, instructions or packaging are missing;
• the item was specially ordered for the customer;
• the supplier or manufacturer will not accept the item back;
• the return request was made after an unreasonable delay.

If we accept a return of a non-faulty business purchase, the customer may be responsible for:

• return delivery costs;
• supplier or manufacturer return charges;
• reasonable inspection, handling or restocking costs;
• any reduction in the item's value.

We will explain any applicable charges before accepting the return.

Business customers should report damaged, incorrect or visibly defective items as soon as reasonably possible after delivery.

7. Click & Collect Orders

An order placed and paid for online for Click & Collect will normally be treated as an online purchase for consumer cancellation purposes.

Please contact us before returning the item so that we can confirm the correct return location, available times and any documents required.

Please bring your order confirmation or other reasonable proof of purchase.

8. Proof of Purchase and Misuse of Returns

We may ask for reasonable proof that the product was purchased from UDFTrade, such as an order confirmation, invoice, receipt or payment record.

We reserve the right to investigate returns where we reasonably suspect fraud, deliberate damage, product substitution, false information or repeated misuse of the returns process.

We may refuse a refund where there is reliable evidence that the returned item was not purchased from us, was deliberately substituted or damaged, or that the claim is fraudulent.

This does not allow us to refuse or delay a valid legal remedy without reasonable grounds.

9. Contact Us

To cancel an order, arrange a return or report a problem with a product, contact:

UDFTRADE LTD
Company number: 17260073
Email: info@udftrade.co.uk
Website: https://udftrade.co.uk/