Refund policy
Last updated: 30 October 2026
This policy applies to all orders placed with Castor Hub UK, a trading name of Express Matting Services Ltd, through castorhub.co.uk.
This policy does not affect your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Summary
| Returns accepted | Yes |
| Return window | Tell us within 14 days of receiving your order, then send the item back within a further 14 days |
| Return method | By post or courier, to our Burnley address, after contacting us |
| Condition | Unused, not fitted, in resaleable condition with all parts |
| Restocking fee | None |
| Change of mind | You pay the return postage |
| Faulty, damaged or wrong item | We pay all return costs |
| Refund method | Your original payment method |
| Refund timing | Within 5 days of us receiving the items back |
Changing your mind
You can cancel your order and return items for any reason. Tell us within 14 days of the day you receive your order. Once you have told us, you have a further 14 days to send the items back. For change-of-mind returns you pay the cost of returning the items. There is no restocking fee.
Condition of returned items
Change-of-mind returns must be unused, not fitted to any trolley, furniture or equipment, and in resaleable condition with all parts, fixings and packaging included. You may handle an item as you would in a shop to check it is right. If an item has been fitted, used or damaged beyond that, we may reduce your refund to reflect the loss in value.
Items that cannot be returned for change of mind
- Items made, cut or adapted to your own specification, unless they are faulty.
Faulty, damaged or incorrect items
If an item arrives damaged, is faulty or is not what you ordered, email sales@castorhub.co.uk with your order number and photos of the item and packaging. Please let us know within 48 hours of delivery so we can resolve it quickly; this does not limit your legal rights for faulty goods. We will arrange a free collection or send you a prepaid return label. You pay nothing for the return, and we will repair or replace the item or give you a full refund, including the delivery charge.
How to return an item
- Email sales@castorhub.co.uk with your order number, the items you want to return and the reason.
- We will reply within 1 working day to confirm the return and, for faulty or incorrect items, arrange the collection or prepaid label.
- Pack the items securely, ideally in the original packaging, with your order number inside.
- Send the items to the return address below and keep proof of postage until your refund is processed.
Please do not send items back without contacting us first, so we can match the return to your order.
Return address
Castor Hub UK, Express Matting Services Ltd, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom
Refunds
When your return arrives we inspect it and email you to confirm the refund. Approved refunds are processed within 5 days of us receiving the items back, to the payment method you used: card, Apple Pay, Google Pay or Shop Pay refunds go back to the same card, and Klarna refunds go to Klarna, which updates your Klarna balance or plan. Your bank or card provider may take a further 3 to 5 working days to show the money.
If you return your whole order for a change of mind, we also refund the £12.00 delivery charge. If you return only part of an order, the delivery charge is not refunded. For faulty, damaged or incorrect items, we always refund the delivery charge.
Exchanges
We do not swap items directly. If you need a different size or type, return the original item for a refund and place a new order. If you are not sure which castor or wheel fits, contact us first and we will help you choose.
Business customers
The 14-day legal cancellation right applies to consumers. If you buy as a business, we still accept returns of unused items on the same terms set out in this policy.
Cancelling before dispatch
If your order has not been dispatched, we will cancel it and refund you in full. See our Order Cancellation Policy.
Contact us
| Trading name | Castor Hub UK |
| Legal entity | Express Matting Services Ltd |
| Company number | 07000887 (registered in England and Wales) |
| VAT number | GB987256073 |
| Registered and trading address | Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom |
| sales@castorhub.co.uk | |
| Phone | 01282 270214 |
| WhatsApp (photos of old castors) | 07822 012977 |
| Opening hours | Monday to Friday, 08:30 to 17:00 (UK time), excluding UK bank holidays |
| Response time | We reply to emails within 1 working day |