Shipping, Delivery & Returns Policy

Summary

• Stock items are typically dispatched within 4 weeks of order.
• Bespoke items (e.g. custom lengths, stains, or finishes) are made to order and usually dispatched within 4–6 weeks.
• Collection from our showroom is available by prior arrangement. Select Local Pickup at checkout, and we will contact you to confirm a collection date and time. Orders will only be released once confirmation is provided.

Orders and Order Processing

Order Confirmation

When you place an order, you will receive an acknowledgement email. This is not acceptance of your order. A binding contract is formed only when goods are dispatched and a shipping confirmation is sent.

Order Cancellation by Customer

You may cancel an order at any time before dispatch by contacting us at chunkmonkeyuk@gmail.com. Once dispatched, cancellations are not possible and our returns process will apply.

Order Cancellation by Us

We reserve the right to cancel your order at any time if:

• The product is unavailable.
• There is an error in pricing or product information.
• The order appears fraudulent, abusive, or unlawful.

In such cases, you will be notified, and any payment will be refunded in full.

Shipping and Delivery

Delivery Area

We deliver to the UK mainland only. Delivery charges are calculated at checkout based on order size and location. For deliveries outside this area, please contact us for a quote.

Delivery Times

• Stock items: usually dispatched within 4 weeks.
• Bespoke items: usually dispatched within 4–6 weeks. 

Delivery estimates are not guaranteed and may be affected by circumstances beyond our control (e.g. courier delays, adverse weather). We will notify you of any material delays.

Receiving Delivery

• Deliveries require a signature from a person aged 18 or over.
• Our delivery service is kerbside only. You are responsible for moving the item(s) into your property.
• If delivery cannot be completed due to your unavailability or refusal to accept, you will be liable for any redelivery or storage charges.
• You must inspect goods immediately upon delivery. Any damage or discrepancy must be noted on the courier’s documentation and reported to us without delay.

Assembly

Some products require minimal self-assembly. Professional assistance may be advisable. We accept no liability for injury, loss, or damage resulting from incorrect assembly. Do not book third-party assembly services until your items have been delivered, as delivery times may vary.

Risk of Loss

Responsibility for goods transfers to you once delivery is completed and signed for. If items are lost in transit, we will investigate with the courier. A replacement will only be issued if the original parcel cannot be recovered.

Returns, Refunds & Exchanges

Returns

• You may return goods within 14 days of receipt in accordance with the Consumer Contracts Regulations, provided they are unused, in original condition, and in original packaging.
• You are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
• Please note: reclaimed scaffold boards may contain natural features (including branding, cracks, splits, dents, burns, paint marks, or embedded nails). These are not considered defects and do not qualify as grounds for return.

Refunds

Refunds will be processed within 14 business days of receiving and inspecting returned goods, provided they meet our return conditions. Refunds are made to the original payment method only.

Exchanges

If you wish to exchange an item, you must first return the original item (at your cost, unless faulty) and place a new order.

Custom and Personalised Orders

Custom-made or personalised goods (including cut-to-length boards or stained finishes) are non-returnable unless they are faulty or materially different from the agreed specification.

Faulty or Damaged Products

If your goods arrive damaged or faulty, you must notify us immediately with photographic evidence. We will, at our discretion, arrange a repair, replacement, or refund.

Non-Returnable Items

We cannot accept returns for:

• Goods returned after 14 days (unless faulty under statutory rights).
• Products showing normal wear and tear.
• Damage resulting from misuse, neglect, accidents, or improper care.
• Custom-made or personalised items where the issue arises from customer-provided specifications.