Refund policy
We want you to be completely satisfied with your purchase. If you are not fully happy, our return process is straightforward. Please read the details below.
Do We Accept Returns?
Yes. We accept returns on eligible items. Please see the return window and conditions below.
Return Window
You have 14 days from the date of delivery to initiate a return. Returns requested after this period may not be accepted.
Return Method
All returns are made by post. We do not offer in-store returns, as we are an online-only retailer. Once your return is approved, you will post the item back to our returns address (provided below and confirmed when you contact us).
Return Conditions
To be eligible for a refund, items must be unused and in their original condition, and where possible returned in their original packaging. Proof of purchase (your order number or receipt) is required.
Non-Returnable Items
For hygiene reasons, certain items cannot be returned once opened or used unless they are faulty. Custom or special-order items may also be excluded. If an item is non-returnable, this will be stated on the product page.
Restocking Fee
We do not charge a restocking fee on any returns.
Return Costs
- Change-of-mind returns (item no longer wanted, wrong item ordered, or doesn't suit your needs): you are responsible for the cost of return postage.
- Faulty, damaged, or incorrect items sent by us: you bear no cost. We cover return postage and refund any delivery charges in full.
How to Start a Return
To initiate a return, contact our customer service team at sales@premiercateringsupplies.co.uk with your order number. We will confirm your return, provide a return form, and confirm the returns address. Please do not send items back before contacting us.
Return Address
Once your return is approved, please send items to:
Premier Catering Supplies (Express Matting Services Ltd)
Unit 1B, Summit Works
Manchester Road
Burnley, Lancashire
BB11 5HG
United Kingdom
Please contact us before returning any item so we can confirm your return and provide a return form.
Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please email us with your order number and photos of the issue as soon as possible after delivery. We will put it right with a replacement or a full refund, including any delivery costs.
Refunds
Once we receive and inspect your return, refunds are processed within 5 business days to your original payment method. Depending on your bank or card provider, it may take a few additional days for the refund to appear in your account.
Exchanges
Yes, we accept exchanges. If you would prefer an exchange rather than a refund, please let us know when you contact us and we will advise on availability of the replacement item.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Business Details
| Trading Name | Premier Catering Supplies |
| Company Name | Express Matting Services Ltd |
| Company Number | 07000887 |
| VAT Registration Number | GB987256073 |
| Registered Address | Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom |
| sales@premiercateringsupplies.co.uk | |
| Phone | +44 1282 270 017 |
| Support Hours | Monday to Friday, 08:30 – 17:00 (GMT) |
| Response Time | We aim to respond to all enquiries within one business day |