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Shipping & Returns

Our Terms of Delivery

While we will do our best to deliver the Goods in accordance with your order, we shall not be responsible for any failure to deliver ordered Goods within the stated timeframe. All delivery times and dates are estimates.

If you have included a time for delivery in your order, we will let you know if we are not able to deliver your order within the time specified.

In any event, if we are not able to deliver within the time specified in your order or no time for delivery is provided in your order, we will do our best to deliver the Goods within 30 (thirty) days of the date we sent you email confirmation of our acceptance of your order. If we are not able to deliver your order within 30 (thirty) days, we will give you the opportunity to either wait for the Goods or cancel your order. If you choose to cancel your order, we will give you a full refund.

We deliver to the Republic of Ireland (ROI) and Northern Ireland (NI) addresses only, but there are some addresses that we are unable to reach (such as some remote locations or locations which our vehicles cannot easily reach or at which we cannot safely unload). Before placing your order, please refer to the delivery options (and associated charges) set out in the order form to ensure that we can deliver to your address. We are not able to process orders or make deliveries at weekends or on ROI bank holidays.

Our delivery team will contact you once we have accepted your order to confirm your address, the delivery date and any special access constraints that may require us to use a particular vehicle. If during this call it becomes apparent that our vehicles may not be able to reach your property, or safely unload, we may cancel your order and give you a full refund.

All deliveries must be received, checked and signed for by a person over the age of 18 (eighteen). If there is no-one available to receive, check and sign for the delivery, we will leave details at the address to rearrange delivery and we will make an additional handling charge of €50.00 (fifty euro) for redelivery. If no-one is available to receive, check and sign for the redelivery, we may cancel your order and refund your money, excluding any delivery/redelivery charges.

We strongly recommend that you do not schedule any installation work and/or book any fitters/tradesmen until after your order has actually been delivered and checked by you. We shall not be responsible for any third party charges incurred by you due to late or non-delivery of an order, or orders that have not been checked on delivery.

For insurance and health and safety purposes, we only make deliveries to the outside parts of your property/site, or to the kerbside adjacent to your property/site, that the unloading equipment on our vehicle can safely reach. We will try to take account of your reasonable directions when unloading, however our delivery staff are not permitted to undertake heavy lifting or any measure which may endanger them, any other person or property. You will be responsible for any additional lifting that is required once the delivery has been made.

Our Refunds and Returns Policy

We hope that you will be 100% happy with our Goods, however, if you want to return Goods, we intend to make this as simple as possible.

Depending on the reason for your return, please follow the appropriate guidance set out below.

Your statutory rights will not be affected by following the appropriate guidance.

Return of Non-faulty Goods

This section of our Refunds and Returns Policy only applies if you are purchasing Goods from us as a consumer. We consider that a "consumer" is a person buying Goods from us for personal rather than business purposes.

If you purchase Goods from us as a consumer you may cancel your order within 7 (seven) days following the date of delivery of the Goods by either sending an email to support@kingspanstore.com, writing to us at Kingspan Direct, Kingspan Insulation Ltd, Bree, Castleblayney, Co Monaghan or calling us on 042 9795000.

If you send us written notification, please include your name, order number, delivery address and a contact telephone number. If you call us to cancel your order please have this information to hand.

You will also need to let us know how you would like to return the cancelled Goods to us. If you send us written notification, we will give you a call on the contact telephone number given to confirm whether you would like us to collect the cancelled Goods or you prefer to return to the Goods to us. Alternatively, if you call us to cancel your order, we will confirm this during our call.

Please note that if you would like us to collect the cancelled Goods from your premises, the cost of the collection will be €50.00 (fifty euro), which will payable at your expense.

If you have notified us of the cancellation (whether in writing or by telephone) in the manner set out above, we will refund the full price of the Goods and any applicable delivery charge (if the entire order has been cancelled), less the costs of collection (only where applicable).

All refunds will be made within 30 (thirty) days of the date of your notification to the account you used to order the Goods. We cannot refund money to a different account than that from which we were originally paid.

It is our expectation that if you cancel an order and return Goods, we will resell these Goods. Accordingly whilst the Goods are in your possession, both before and after you exercise your right to cancel the order, you shall look after the Goods in such a manner as to prevent any damage or losses occurring.

Return of Goods you believe to be faulty or damaged

This section applies whether you purchase Goods from us as a consumer or for business purposes.

In the unlikely event that the Goods are faulty or damaged during delivery, we shall be entitled (at our discretion) to:

  • replace the Goods (or the part in question);
  • provide you with a full refund (or a proportionate part of the price) including delivery charges.

Other than that set out above, we shall have no further liability to you in relation to faulty or damaged Goods.

You must notify us of any faulty or damaged Goods within 14 (fourteen) days of the Goods being delivered to you by sending an email to support@kingspanstore.com, writing to us at Kingspan Direct, Kingspan Insulation Ltd, Bree, Castleblayney, Co Monaghan or calling us on 042 9795000.

In your written notification, please include your name, order number, delivery address and a contact telephone number. If you call us, please have this information to hand.

You will also need to let us know how you would like to return the Goods you believe to be faulty or damaged to us. If you send us email notification, we will give you a call on the contact telephone number given to confirm whether you would like us to collect the Goods or you prefer to return to the Goods to us. Alternatively, if you call us, we will confirm this during our call. We require the return of the Goods you believe to be faulty or damaged within 30 (thirty) days of the date your notification to us.

If you fail to notify us in the manner set out above, you shall not be entitled to reject the Goods and we shall have no liability for such defect or damage, and you shall be bound to pay the price as if the Goods had been delivered in accordance with the contract between us and our terms and conditions.

We reserve the right to inspect all returned Goods prior to agreeing to replace the Goods or provide you with a full (or part) refund (whichever is applicable).

After we have inspected the returned Goods, if we agree that the Goods are faulty or damaged (as the case may be) we will either provide you with a refund or replace the Goods (at our discretion). In such circumstances, we will not charge you for the costs of collection of the Goods. If we agree to provide you with a refund, all refunds will be made within 30 (thirty) days of the date your notification to us and to the account you used to order the Goods. We cannot refund money to a different account than that from which we were originally paid.

Please note that the Goods should be returned as sent. Refunds will not be considered for those Goods returned in part.

If you have any further questions on our refunds and returns policy, please send us an

email to support@kingspanstore.com or call us on 042 9795000.