This policy explains how we deliver your order, what to do if something is not right, when items can be returned, and the guarantee that comes with our products. It should be read alongside our Terms and Conditions of Sale. If anything in this policy differs from those terms, the Terms and Conditions of Sale will take priority. Some rights are different depending on whether you are buying as a business or as a consumer, and we have highlighted this where relevant.
Lead times
We stock some products, make others to order, and source some from third-party suppliers, so
lead times vary:
Stocked items: usually around 7 days
Made-to-order items: usually around 4-5 weeks
Items from third-party suppliers: up to 12 weeks, sometimes longer
These timings are intended as a guide to help with planning. They are not guaranteed delivery dates unless we have agreed a specific date with you in writing. If you need your order by a particular date, please contact us before ordering and we will always do our best to help.
Delivery
Delivery dates and times are estimated unless we have expressly agreed otherwise in writing. While we always aim to deliver as expected, we cannot be responsible for delays caused by events outside our reasonable control. All deliveries must be signed for, so please make sure someone is available to receive the delivery — usually between 7am and 8pm. You may be asked to sign electronically.
Checking your order when it arrives
Please check your delivery carefully as soon as it arrives, including the number of parcels, any visible signs of damage, and the contents.
If the packaging looks damaged but the contents are fine and you are happy to accept the goods, please sign for them and write “Received Damaged” on the carrier’s paperwork. This lets us claim against the carrier if needed.
If you believe the goods themselves are damaged, please do not sign for or accept the delivery, as the carrier will then return them to us. This helps us investigate the issue properly and, where appropriate, recover the loss from the carrier.
Damaged, missing or incorrect items
If anything is damaged, missing or incorrect, please let us know by email as soon as possible, including your order number and photos where available.
Business customers: please notify us within 2 working days of receipt for damage or discrepancies, and within 10 days of the invoice date for any items not received, so that we can investigate promptly and, where appropriate, make a claim against the carrier in time. After these time periods, it may not be possible for us to assist.
Consumers: please tell us as soon as you reasonably can — prompt reporting helps us put things right quickly. This does not affect your legal rights.
Once we have confirmed the problem, we will repair or replace any damaged or missing items free of charge. Other losses or costs arising from a delivery issue are dealt with in line with our Terms and Conditions of Sale.
Returns and unwanted items
What you can return depends on whether you are buying as a business or a consumer, and on the type of product.
If you would like to arrange a return, please get in touch with our office using the contact details on our website, and we will be happy to help.
Bespoke and made-to-order items
Bespoke, custom-made, cut-to-size or personalised products are made specifically for you, so they cannot be returned or refunded unless they are faulty. This applies to both business and consumer customers.
Business customers — 14-day no-quibble guarantee
As a goodwill gesture, over and above your legal rights, we offer business customers a 14-day no-quibble returns guarantee on standard (non bespoke) products where the order value is £1,000 or less (excluding VAT). To use it:
email us within 14 days of receiving your order; and
return the goods unused, in their original condition and packaging.
We will arrange collection and refund the price of the goods less a collection and restocking charge of 25% of the order value (minimum £50). Standard items outside this guarantee — for example, higher-value orders or later return requests — may still be accepted by agreement, subject to the same charge. This guarantee does not apply to bespoke or made-to-order items, or to goods that have been used, assembled, altered or damaged.
Consumers — your 14-day cancellation rights
If you are a consumer buying online or by phone, you have a legal right to change your mind and cancel within 14 days of receiving your order, under the Consumer Contracts Regulations 2013 you do not need to give a reason.
Let us know within 14 days of receiving the goods, using the contact details found on our website.
It is your responsibility to arrange and pay for the return of the goods, unused and in their original condition, within 14 days of telling us. If you would prefer, we can arrange collection and charge you the cost of doing so, which we will confirm before we collect.
We will refund you within 14 days of getting the goods back, using the same payment method you used. We refund standard delivery, but not any extra you paid for faster delivery.
This cancellation right does not apply to bespoke, made-to-order or personalised goods. If you ask to return non-faulty goods outside this 14-day right, we may be able to accept them at our discretion and a collection and restocking charge may apply. None of this affects your separate rights if goods are faulty.
Our 12-month guarantee
All products manufactured by Foams 4 Sports Ltd and our trade divisions are guaranteed against manufacturing and material defects for 12 months from the date of invoice. If you believe something may be faulty:
Email us with your order details and, if you can, photos.
We will discuss it with you and either arrange collection, ask for images, or inspect the product at your premises.
We will tell you what we find. If there is a manufacturing or material fault, we will put it right as set out below.
Business customers: we will repair, replace or refund the product, at our option.
Consumers: we will provide the remedy you are entitled to under the Consumer Rights Act 2015 — normally a repair or replacement, and a price reduction or refund if that is not possible or does not fix the problem. Your legal rights always apply in addition to this guarantee. Some of the products we sell are made by other manufacturers rather than by us. For business customers, our 12-month guarantee applies to goods we manufacture, while bought-in products are covered by the manufacturer’s own warranty, the benefit of which we will pass on to you. For consumers, your legal rights apply to everything we sell, regardless of who made it, and any manufacturer’s guarantee is an additional benefit.
What the guarantee does not cover
This guarantee does not cover faults caused by fair wear and tear, accidental or wilful damage, negligence, abnormal use or conditions, failure to follow our instructions, misuse, or alteration or repair without our written approval.
Business customers: as set out in our Terms and Conditions of Sale, we are not liable for indirect or consequential loss (such as loss of profit), and our total liability is limited to the price of the goods. The guarantee also does not apply while payment for the goods is overdue. Nothing here limits any liability that cannot be excluded by law.
Consumers: nothing in this policy affects your statutory rights.
Installation
We sometimes carry out site surveys and installation. Where we do:
Installation is agreed and confirmed with you in advance, and carried out by our approved, competent staff or sub-contractors.
Our installation workmanship is guaranteed for 12 months from the date of invoice. Please check the installation on completion and let us know by email within 14 days if there are any problems (for business customers); consumers’ statutory rights apply in addition. If our installation is faulty, we will put it right.
You are responsible for providing safe access and a suitable, prepared site — including a sound, level surface able to take the product — and for telling us about any hidden pipes or cables. Full details are in our Terms and Conditions of Sale.
If you choose to install the products yourself, you do so at your own risk and we cannot accept liability for damage or failure caused by your own installation.
Deliveries outside the UK
Our returns guarantee and the delivery timescales above are intended for deliveries within the UK. For orders shipped outside the UK, please contact us before ordering so we can confirm delivery, returns and any additional costs.
How to report an issue or contact us
The quickest way to report a delivery problem, arrange a return or make a guarantee claim is by email. Please use the contact details found on our website and include your order number and, where relevant, photos. We will do our best to acknowledge messages promptly and to put things right as quickly as we can.