Sales from this website to individuals (not businesses) are covered by the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Goods must be returned to the supplier logistics centre(s) or factory/ies specified by Passivhaus Store. Note that in the case of Foamglas products, returns must be shipped to Tessenderlo, Belgium, as there is no suitable centre in the UK to process returns. Refunds will be made to the card used to pay for the goods or by BACS.
Certain products/services made specifically for the customer and/or products which are likely to deteriorate with time, are excluded from this provision.
Where products are delivered damaged or faulty they will be refunded in full within 30 days of written notice of the damage or fault. Damage to goods must be notified to us in writing within two working days from delivery - note that special terms for reporting damage relate to Lacuna and Katzbeck products. Obvious damage should be reported on the day of delivery if at all possible.If you wish to return a product please contact us stating clearly the items you wish to return, the reasons for the return, your original order number and date. Where relevant, photographic evidence should be sent to us at firstname.lastname@example.org.
Passivhaus Store mostly ships direct from supplier to you to minimise transport, reduce lead-in time and avoid costly double handling of goods. If your order contains products despatched from more than one source, our delivery cost calculator will add up each delivery charge to give you a total delivery cost. Note that our policy is simply to pass on the cost of delivery to you, not to use delivery charges to make hidden profits.