Refund policy
At Spire Supply, we are committed to supplying you the highest quality renewables, heating and plumbing products, and the most helpful customer service.
If you’re not 100% satisfied with your purchase, we’re here to help with easy returns and refunds.
In the unlikely event that there is an issue with your items or delivery, please read the procedures below.
Returns Policy
This policy explains the terms on which goods purchased from spiresupply.co.uk may be returned. Nothing in this policy affects the customer's statutory rights.
Spire Renewables Limited, trading as Spire Supply. Registered in England and Wales, company no. 09157994.
Head office: Unit 7a, Moy Road Industrial Estate, Taff's Well, Cardiff CF15 7QR
Warehouse & returns: Unit 7d, Moy Road Industrial Estate, Taff's Well, Cardiff CF15 7QR
Registered office: Suite 2d, Building 1, Eastern Business Park, St Mellons, Cardiff CF3 5EA
1. Return period
1.1 Subject to the exclusions in section 4, customers may return goods within 14 days of the date of delivery.
1.2 The customer must notify Spire Supply of their intention to return goods within this period. The goods must then be returned within 14 days of that notification.
2. Condition of returned goods
2.1 Goods should be returned unused, in their original packaging, together with all instructions, certificates and accessories supplied with them.
2.2 Customers may open the packaging to the extent necessary to inspect the goods. Where returned goods have been used or handled beyond what is necessary to establish their nature and condition, Spire Supply reserves the right to reduce the refund to reflect any diminished value.
3. Returns procedure
3.1 To request a return, the customer should contact Spire Supply by email at webshop@mlcp-direct.co.uk or by telephone on 029 2252 0945, quoting the order number and the goods to be returned.
You may also use our online Returns Form here.
3.2 Spire Supply will confirm receipt of the request and provide any further instructions.
3.3 Goods should be returned to: Spire Renewables, Unit 7d, Moy Road Industrial Estate, Taff's Well, Cardiff CF15 7QR.
3.4 Except where goods are faulty or have been supplied in error, the cost of returning goods is the responsibility of the customer. A tracked delivery service is recommended; Spire Supply cannot accept responsibility for goods lost in transit on their return.
4. Exclusions
4.1 The following goods cannot be returned:
- Bespoke goods manufactured or ordered specifically for the customer's project, including pipework cut to length.
- Goods supplied as part of a system package calculated by Spire Supply for the customer's project, once the package has been delivered and installed.
- Hazardous materials, flammable liquids and gases.
4.2 The return of MDPE pipework, pre-insulated pipework, glycol and adhesives is accepted at the sole discretion of Spire Supply. Customers are asked to contact Spire Supply before returning any such goods.
5. Damaged, faulty or incorrect goods
5.1 Customers are asked to inspect all goods upon delivery. Any goods that are damaged, faulty, missing or incorrectly supplied should be reported to Spire Supply within 14 days of delivery, quoting the order number and, where possible, providing photographs.
5.2 In such cases Spire Supply will, at its option and in accordance with the customer's statutory rights, arrange a replacement or a refund, and will bear the cost of return carriage.
6. Refunds
6.1 Upon receipt and inspection of returned goods, Spire Supply will notify the customer by email whether the refund has been approved.
6.2 Approved refunds will be made to the original method of payment within 14 days. Customers should allow additional time for their bank or card provider to process the refund.
6.3 Where goods are returned within the return period set out in section 1, Spire Supply will refund the standard delivery charge paid. Any additional charge for a premium delivery service selected by the customer will not be refunded.
7. Exchanges
7.1 Spire Supply does not offer direct exchanges. Customers wishing to exchange goods should return the original goods in accordance with this policy and place a new order.
8. Contact details
- Email: webshop@spiresupply.co.uk
- Telephone: 029 2252 0945 (Monday to Friday, 9:00am to 5:00pm)
- Returns address: Unit 7d, Moy Road Industrial Estate, Taff's Well, Cardiff CF15 7QR
- Registered office: Spire Renewables Limited, Suite 2d, Building 1, Eastern Business Park, St Mellons, Cardiff CF3 5EA
Items No Longer Required
Items no-longer required due to a system redesign
If the specification of a system has changed after receiving your delivery, please contact:
We will check that the performance of the system will not be affected before any items are returned.
Policy Updates
We will update this policy from time to time. Please review the latest version before initiating a return.