Refund policy

At IBC and Containers (a trading name of Express Matting Services Ltd), we want you to be completely satisfied with your purchase. This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected.

Key Information

Do you accept returns? Yes
Return window 14 days from delivery to notify us, plus a further 14 days to return the goods
Restocking fee None (£0.00)
Refund method Original payment method
Refund timing Within 5 business days of us receiving the goods back (and in any case within 14 days as required by law)

14-Day Right to Cancel (Cooling-Off Period)

If you are a consumer, you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive your goods. To exercise this right, contact us at sales@ibcandcontainers.co.uk or call +44 1282 270214 within this period. You then have a further 14 days from notifying us to return the goods.

Return Conditions

  • The item should be unused and in the same condition that you received it.
  • Please include your order number and proof of purchase.

You are entitled to inspect the goods as you would in person before buying. If the value of the goods is reduced by handling beyond what is necessary to establish their nature, characteristics and functioning, we may deduct an amount reflecting that reduction from your refund.

Return Method

Returns are made by carrier or courier to our returns address, or by collection where we arrange it. Because IBC containers and drums are large and heavy, please contact us first — we will confirm the correct return address and, where appropriate, advise on or arrange a suitable collection.

How to Initiate a Return

  • Contact customer service at sales@ibcandcontainers.co.uk — we will provide a return form and confirm the correct return address for your order.
  • Please do not return items without contacting us first, so we can issue a return authorisation.

Return Address

Company Express Matting Services Ltd
Address Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom

IBC and Containers is a trading name of Express Matting Services Ltd.

Return Costs

  • Change of mind: you are responsible for the cost of returning the goods. Given the size and weight of IBC containers, contact us first so we can advise on the most economical collection or return option.
  • Faulty, damaged or incorrect items: we cover the return costs in full.

Non-Returnable Items

In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cooling-off right does not apply to certain goods, including:

  • Items made to your specification or clearly personalised (for example, bespoke or cut-to-order products).
  • Sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed or used — for example, a container that has been filled with, or used to store, any substance.

This does not affect your rights where goods are faulty, damaged, or not as described. If you are unsure whether an item can be returned, contact us before sending it back.

Damaged, Faulty or Incorrect Items

Please inspect your order on delivery. If an item arrives damaged, faulty, or incorrect, contact us as soon as possible at sales@ibcandcontainers.co.uk — clear photos of the item and packaging with your order number help us resolve the issue quickly and raise claims with the carrier. We will arrange a replacement or a full refund, including delivery costs, in accordance with the Consumer Rights Act 2015. Your statutory rights are not limited by any deadline for reporting an issue.

Cancellations Before Dispatch

You may cancel your order free of charge at any time before it is dispatched — contact us as soon as possible and we will issue a full refund.

Refund Processing

When we receive and inspect a return, we will notify you by email. Approved refunds are issued to your original payment method within 5 business days of us receiving the goods back (and in any case within 14 days as required by law). If your refund appears delayed, check with your bank or payment provider first; if they are not the issue, contact us at sales@ibcandcontainers.co.uk.

Exchanges

We do not operate a formal exchange process. If you would like a different item, return the original under your 14-day right of return and place a new order for the item you want. For faulty, damaged or incorrect items, we will arrange a replacement or a full refund as set out above.

Contact Us

For any questions about this policy or your order: