Returns & Refunds Policy

At The Underlay Company, we pride ourselves on the quality of our conservation-grade products. If you are not entirely satisfied with your purchase, we are here to help.

Our Standard 14-Day Return Policy

In accordance with UK Consumer law, you have the right to cancel your order within 14 days of receiving your goods.

If you wish to make a return, please follow these steps:

  • Notify Us: Contact our customer service team at [email protected] within 14 days of your delivery to let us know you would like to return an item.
  • Return the Item: Once you have notified us, you have a further 14 days to send the goods back to our facility.
  • Condition of Return: To be eligible for a return, your underlay must be unused, in the same condition that you received it, and in its original packaging.

Bespoke & Custom Cut Items

Please note that items custom-cut to your exact bespoke measurements are exempt from our standard returns policy and cannot be returned unless they are faulty or damaged upon arrival. Standard pre-cut sizes are fully returnable.

Refunds

Once we receive your returned item, we will inspect it and notify you of the status of your refund.

  • If your return is approved, we will initiate a refund to your original method of payment within 14 days of receiving the goods.
  • Your refund will include the full cost of the item and our standard outbound shipping rate. (If you chose an expedited shipping option, only the standard shipping rate will be refunded).

Return Shipping Costs

Unless the item is faulty or we made an error with your order, you will be responsible for paying your own shipping costs for returning your item. We strongly recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

Faulty or Damaged Items

If your item arrives damaged or is found to be faulty, please contact us immediately at [email protected] with photographic evidence. Under the UK Consumer Rights Act, you are entitled to a full refund or replacement for faulty goods within 30 days of receipt. In these instances, The Underlay Company will cover all return shipping costs.

How to Return an Item

To initiate a return, please email our support team at [email protected] with your order number.

Once your return is approved, our team will provide you with the appropriate returns shipping address and instructions for securely packaging your item. Please do not send your purchase back to the manufacturer without contacting us first.