We want you to feel confident ordering from Antel Ltd. If something is not right, we will work with you to resolve it quickly and fairly.

Wrong item sent?
We will arrange collection at our cost and offer a replacement or refund.

Item faulty on delivery?
Contact us within 14 days. We will review the issue and, if confirmed as a manufacturing fault, offer a replacement or refund.

Damaged in transit?
Please tell us within 2 days of delivery and note the damage with the courier where possible.

Changed your mind?
Unopened items can be returned within 14 days of receipt. Return shipping costs apply.

Custom made or special colours?
These cannot be returned unless faulty.

How to Start a Refund or Exchange

Before returning any goods, please contact us so we can authorise the return and provide instructions.

Step 1

Email us at mail@antel.co.uk with:

• Your order number
• The product name
• A brief explanation of the issue
• Clear photos if the item is damaged or faulty

Step 2

We will review your request and confirm:

• Whether the return is approved
• The return address
• Whether collection will be arranged or return shipping is required

Step 3

Once the goods are received and inspected, we will:

• Issue a replacement, or
• Process your refund to the original payment method

Refunds are typically processed within 5 to 10 working days of inspection.

Contact Details

Antel Ltd
Unit 3.5 Central Point
Kirpal Road
Portsmouth, Hampshire
PO3 6FH
United Kingdom

Telephone: +44 (0) 23 9285 6110
Email: mail@antel.co.uk

Please do not return goods without contacting us first, as unauthorised returns may be refused.

Full Returns & Refund Policy

This Returns Policy forms part of the Terms and Conditions of Antel Ltd and applies to all purchases made through our website or directly with us.

Nothing in this policy affects your statutory rights.

1. Incorrect Goods Supplied

If the Goods delivered do not match your order and are not accompanied by an explanatory notice, you must notify us within 14 days of receipt.

We will arrange collection at our cost. You may choose either:

• A replacement, subject to availability
• A refund via your original payment method

Refunds or replacements will be processed once the Goods have been returned and inspected.

2. Manufacturing Faults on Delivery

If you believe the Goods have a manufacturing fault at the time of delivery, you must notify us within 14 days of receipt.

We may request photographs or additional information to assess the issue before authorising a return.

Where a manufacturing fault is confirmed, we will offer:

• A replacement, or
• A refund via the original payment method

Goods should be returned in their original condition with packaging and documentation where reasonably possible.

Unless otherwise agreed, return shipping costs may be the responsibility of the Purchaser.

3. Faults Identified Before Application Within Warranty Period

If Goods develop a fault within the applicable warranty period prior to application, you may be entitled to a replacement under the terms of that warranty.

Due to the technical nature of our products, we may require reasonable evidence of the alleged manufacturing fault and cooperation to determine whether the issue relates to:

• A manufacturing defect, or
• Product application or installation

If the issue is determined to relate to application, preparation or installation rather than a manufacturing defect, a refund or replacement will not be offered.

4. Transit Damage

If Goods are damaged during delivery:

• Please note the damage on the delivery receipt where possible
• Notify us within 2 days of receipt
• Photographs may be required

Unless otherwise agreed, return shipping costs for transit damage claims may be the responsibility of the Purchaser.

Where transit damage is confirmed, we will arrange an appropriate remedy, which may include replacement or refund once the Goods have been returned and inspected.

5. Change of Mind Returns

If you decide you no longer require the Goods, you may return them within 14 days of receipt provided that:

• The Goods are unopened
• The packaging remains intact
• The Goods are in a condition suitable for resale
• You notify us in writing before returning them

Due to the limited shelf life of our products, returns cannot be accepted after 14 days.

Return shipping costs are the responsibility of the Purchaser.

Delivery charges are non refundable.

Condition and Restocking Deductions

If returned Goods show signs of handling, damage or deterioration that reduces their resale value, a reasonable deduction may be made from the refund to reflect the reduced value.

This deduction will depend on the condition of the returned Goods and may typically range between 15 percent and 50 percent.

Where Goods are returned in a condition that renders them unsaleable, no refund will be issued.

6. Custom Made and Special Orders

Orders for:

• Quantities greater than three units where not normally stocked, or
• Colours not listed on the website at the time of purchase

are treated as custom made to order.

These Goods cannot be returned due to change of mind and are non refundable unless faulty.

Self Smoothing Floor Screed

Due to batch production and custom pigment mixing, minor colour variations may occur between batches. Such variations do not constitute a fault.

Returns cannot be accepted due to colour variation or change of mind unless the product is confirmed to be faulty.

7. Return Authorisation

All returns must be authorised in advance.

Goods returned without prior approval may be refused or returned to the sender.

8. Limitation of Liability

Where Goods are confirmed to be faulty, our liability is limited to repair, replacement or refund of the affected Goods.

We shall not be liable for indirect or consequential losses, including loss of profit, business interruption or third party costs, except where such limitation is prohibited by law.

9. Exercise of Discretion

Antel Ltd may exercise reasonable discretion when assessing returns, taking into account:

• The condition and age of the Goods
• Any prior use
• Product characteristics such as shelf life
• Any discount applied at the time of purchase

Any discretion will be exercised in accordance with applicable law.