Return & Refund Policy
We want you to be satisfied with your purchase. This policy explains how returns, exchanges and refunds work for orders placed with Ducting Tech Air, including how our policy applies to standard products, made-to-order items, and large or oversized ducting and ventilation products.
Return Window
You have 14 days from the date of delivery to request a return for most standard, stocked products.
● The return request must be made within 14 days of the delivery date.
● Products must be unused, in their original packaging, and in a resaleable condition.
● Proof of purchase (order number or confirmation email) is required for all returns.
To request a return, contact us at hello@ductingtechair.com with your order number and the reason for return.
Made-to-Order and Custom Products
Some ducting and ventilation products are made to order, cut to length, or manufactured to a customer's specification.
● Made-to-order and custom-specified products cannot be returned or refunded unless faulty, damaged, or incorrectly supplied.
● Where applicable, this will be stated on the relevant product page before purchase.
If you are unsure whether a product is made to order, please contact us before placing your order.
Large, Heavy or Oversized Products
Due to the size and weight of many ducting and ventilation products, returns of large or oversized items are handled on a case-by-case basis.
● Please contact us before returning a large or oversized product, as special collection arrangements may be required.
● A return collection charge may apply, and this will be confirmed with you before collection is arranged.
● Products must be suitably and safely packaged for collection to avoid damage in transit.
Non-Returnable Items
The following items cannot be returned or refunded:
● Made-to-order, custom-cut, or bespoke-specification products (unless faulty or incorrectly supplied)
● Products that have been installed, fitted, or used
● Products returned without their original packaging or in non-resaleable condition
● Clearance or sale items marked as final sale at the time of purchase
If you have any questions about whether your item is eligible for return, please contact us before sending anything back.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If a product arrives damaged, faulty, or if you receive the wrong item, please contact us promptly at hello@ductingtechair.com and provide photographs of the product and packaging where applicable.
Where possible, visible damage should be recorded with the delivery driver at the time of delivery.
Where we confirm a product is faulty, damaged in transit, or incorrectly supplied, we will offer a replacement, repair, or full refund, including any applicable delivery charges.
How to Request a Return
● Email hello@ductingtechair.com with your order number, the item(s) you wish to return, and the reason for the return.
● We will confirm whether your item is eligible for return and provide instructions for returning it.
● Do not send products back to our registered office unless we have specifically instructed you to do so.
● Once we receive and inspect your returned item, we will notify you of the outcome of your return.
Exchanges
If you would like to exchange a product for a different size, specification, or item, please contact us to arrange this.
Exchanges are subject to the same eligibility rules as returns. Any price difference between the original and exchanged product will be charged or refunded accordingly.
Refunds
Once your return is received and inspected, we will let you know whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that it can take additional time for your bank or card provider to process and display the refund.
Original delivery charges are non-refundable unless the return is due to our error, a fault, or a damaged or incorrect item.
Where a return collection charge applies for large or oversized items, this may be deducted from your refund, unless the return is due to our error, a fault, or a damaged or incorrect item.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@ductingtechair.com.
Order Cancellations
Orders may be cancelled free of charge before they have been dispatched. Please contact us as soon as possible if you need to cancel an order.
Once an order has been dispatched, it is treated as a return and the terms of this policy will apply.
Made-to-order or custom products may not be cancellable once production has begun. Where applicable, this will be confirmed at the time of order.
Contact Us
Trading Name: Ducting Tech Air
Legal Company: DUCTING TECHNOLOGY & AIR LIMITED
Phone: +44 161 531 1958
Email: hello@ductingtechair.com
Address: Pall Mall 1 Pollen Square, 59 King Street, Manchester, M2 4PD, United Kingdom
Company Number: 17358690
Business Hours: Monday to Friday, 8:00 AM – 4:30 PM (UK Time)
Response Time: Within 24 hours on working days