Shipping & Returns

Shipping Costs

Orders placed before 2pm Monday–Friday will usually be dispatched on the same day on a 1–3 business day delivery service.

All shipping costs relate to the total order weight. They are calculated as follows:

1–9 kg @ £9.00 ex VAT
10–19 kg @ £10.50 ex VAT
20–29 kg @ £12.00 ex VAT
30 kg+ charged at £12.00 plus £0.32 per kilo

Please note delivery to the Isle of Wight is on a minimum of a two-day service and costs start from £19.00 ex VAT.

The carriage for your order is shown at the checkout stage.

You can also choose to collect your order free of charge from our Avonmouth trade counter. Products bought online are usually ready to collect within 15 minutes, and we’ll send you an email confirmation when your order is ready. You’re also welcome to drop in and pay over the counter.

Stock Availability & Part Shipments

If any item in your order is out of stock, we will contact you to agree what’s best for you - in most cases, we’ll send the available items immediately with the balance to follow.

Delivery Times

Orders are dispatched promptly. Delivery is usually 1–3 working days from dispatch (depending on courier capacity and location).

Safe-Place Instructions & Responsibility

If you choose a safe place (via the courier’s tracking link/app), please note how each carrier treats liability:

DPD (UK): DPD considers delivery completed once a parcel is left in the nominated Safe Place; at that point, responsibility transfers to the recipient. Proper delivery may be evidenced by photo/PIN/scan record.
FedEx (UK): If the recipient consents to delivery without a signature (e.g., safe place), FedEx excludes liability for shipments released without obtaining a signature.
Palletways (UK): Pallet deliveries are generally kerbside with signature required; Palletways says an authorised person should be present to sign, and signature is proof of delivery. (Safe-place drops are not standard for pallets.)

What we do: we’ll always help to investigate and, where appropriate, arrange a replacement or refund and pursue any claim with the courier. However, where a safe-place instruction has been set and the courier’s proof shows delivery to that location, please note that claims may be limited under the courier’s terms. (This doesn’t affect your statutory rights.)

Consequential Loss

We don’t offer compensation for consequential loss or wider inconvenience caused by a third-party courier (for example, late or missed deliveries). If an item is late, lost, damaged or incorrect, we’ll always work with you to resolve the issue.

Please note: where a safe-place instruction has been provided and the courier has recorded successful delivery to that location, our ability to claim against the courier may be limited, which may affect the remedies available.

We use reputable couriers including FedEx, DPD and Palletways.

Courier Service Features You Can Use Once Your Order Is Dispatched

DPD – Predict Service

When your order is dispatched with DPD:

You will receive delivery notifications by email or SMS, including a one-hour delivery window on the day of delivery.
Using the DPD app or tracking link, you can choose in-flight delivery options such as leaving the parcel in a safe place, redirecting to a neighbour, or rerouting to a Pickup Shop.
DPD provides live tracking updates so you can monitor your parcel’s progress.

FedEx – Delivery Manager

When your order is dispatched with FedEx:

You may receive delivery notifications by email or SMS, which provide an estimated delivery window.
Delivery changes cannot be made once the parcel is in transit; any alterations need to be set at the point of order.
Safe-place delivery instructions must be specified at the time of order entry. After dispatch, FedEx requires a signed note with the tracking number and delivery authorisation if you would like the parcel left in a particular location. The driver will follow this where possible, provided it is safe to do so.
FedEx provides parcel tracking updates online so you can check the progress of your delivery at any time.

Palletways – Palletised Deliveries

When your order is dispatched with Palletways:

Pallet deliveries are normally made on a kerbside, signature-required basis. An authorised person should be present at the delivery address to sign for the goods.
You will receive a tracking reference which can be used on the Palletways portal to monitor your delivery and view proof of delivery once complete.
Safe-place deliveries are not standard practice for palletised shipments, as a signature is usually required.

Delivery Timeframes

We book your order on a next-day delivery service. However, due to the size and weight of some products, delivery can occasionally take longer, so we advise allowing 1–3 working days. We recommend waiting until your goods have arrived before booking any contractors or starting work, as we cannot accept liability for project delays.

Long lengths: Any product over 1 metre in length cannot be guaranteed on a next-day delivery. These items are often shipped separately from boxed goods due to their size, and delivery may take 1–3 working days.

Where We Deliver — Shipping Areas

We currently deliver to England, Wales, mainland Scotland (including the Highlands) and the Isle of Wight.

Scottish Highlands: please call for a shipping quote, as carriage charges are higher.
We’re unable to deliver to Northern Ireland, the Republic of Ireland, or other offshore locations (excluding Isle of Wight).

Returns

If you’re not 100% happy with a product, you can return it within 30 days of delivery provided it is:

In original packaging
In a resaleable condition
Not a product we cannot accept for return outside of 21 days:
- Epoxy-based and cementitious products (due to shelf-life limitations)
- Electrical items (due to warranty restrictions)

Refunds & Restocking

For qualifying returns within 30 days, we refund the full product price (delivery charges are non-refundable).
After 30 days, a 15% restocking fee may apply.
Goods that are damaged, opened, or not resaleable cannot be refunded.
Special offers and kits are returnable in full only, not in part.

Returns address:

Permagard Products Limited
Units B2 – B5
Worthy Road
Chittening Industrial Estate
Avonmouth
Bristol
BS11 0YB

Please include a copy of your invoice or your name and order number to help us process your refund quickly.

Damaged or Missing Items

If your order arrives damaged or something is missing, please let us know within 7 days of delivery to give us the best chance to investigate, as after this period the couriers waive responsibility.

We don’t require you to sign the parcel as “DAMAGED” — we know this is often impractical.
We’ll arrange a replacement or refund and, where applicable, handle the courier claim.

For reports made after 7 days, we’ll still do our best to help, but please ensure all deliveries are checked on arrival. If we are notified after this period that something is missing or damaged, our options may be limited.