Website Sales Terms & Conditions

Igloo Surfaces Limited is a private company registered at 2E Coalpit Road, Denaby, doncaster, DN12 4LH. When you (the person named on the order) place an order with us we do business together under the following terms:


The price payable for the goods you order are set out on our website at the time you place your order, plus any charges for delivery where applicable. Occasionally an error may occur with our website and goods may be incorrectly priced, in which circumstances we will not be obliged to supply the goods at the incorrect price. We must receive payment for the whole of the price of the goods you order, and any applicable charges for delivery, before your order can be processed.


The prices we quote always include VAT at the applicable rate.


All of our goods and services are offered to you on a payment with order basis. Payment is accepted via Paypal or credit/debit card. We will only accept your order if it is accompanied by payment in full.

Equivalent Products Supplied

Igloo Surfaces Limited Limited has a good relationship with a vast amount of manufacturers in order to give ourselves the best chance of sourcing your goods in the shortest possible time frame. Therefore sometimes means the 'name' of the product might be different from the name provided on our website. The product styling and construction is very similar, manufacturers just choose to give different names or codes to their products. The same is also true in other product lines. If we cannot source your goods from one manufacturer, we'll aim to supply you with an equivalent product from an alternative manufacturer where possible. To this end, we strongly advise customers when requiring large volumes to order an pay for their goods in one order to ensure their goods are from the same batch/manufacturer rather than over several orders/months. This ensures the design is exactly the same.

Product Variation

We provide as much information as possible on our website in relation to the products we sell. This includes product images, videos in some cases, a description of the goods and any technical specifications and guarantees. However, due to the nature of the products we sell, we cannot guarantee that the goods you receive will be identical to the images provided on the website. Products manufactured may have natural colour variations and tones which will mean not every component is identical to one another or to the image shown on the website. Under the Consumer Contracts Regulation 2013 (see chapter 10) you have the right to cancel an order within 14 days of receiving the goods if you are not happy with them. Moreover if the goods have received damaged you must inform our team with 28 hours so we can rectify the situation.


We will deliver your order to any UK address though lead times and sometimes prices will vary depending on both the product and the postcode. Our standard delivery sometimes uses a national carrier and in most cases you will receive your goods within 3 to 7 working days to all mainland UK postcodes (excluding the Scottish Highlands). For delivery to other postcodes please contact us and we can provide you with a more accurate delivery price and lead time prior to your purchase.

When your delivery arrives, please check it for shortages and damages and let us know of any shortages or damages within 48 hours.

We do not offer international delivery as standard.

The delivery vehicle must be able to park at the delivery address without committing a parking offence. If you know of any parking restrictions or problems, they must be made known to Igloo Surfaces at the time of ordering.

Please also note that our deliveries are 'kerbside only'. This means the delivery driver can offload your goods to the kerbside but has no insurance to be able to assist with the transport of goods away from the kerbside into your property or storage location. Therefore, you must ensure you have the appropriate personnel with you at the time of delivery to assist you in moving the goods to your desired location.

Our standard delivery terms state that we can inform you of the date of delivery and our carriers typically deliver between the hours of 9am and 6pm. We cannot provide a specific time slot for your delivery under the standard delivery option but time slots may be available for an additional charge. Please do not book your installer / joiner on the day of delivery as we cannot guarantee the goods will arrive before 6pm in the evening, in which case you would have paid for a trades person to wait around all day. Instead, we recommend that you do not book your installer until after you have received the goods. This also allows you to check the goods thoroughly and ensure you are happy with them before committing to keeping them and having them installed.

If a delivery is attempted on an agreed delivery date and the driver is unable to gain vehicular access or the buyer (or their representative) is not present to receive the goods, the buyer will be liable for any redelivery costs incurred.

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Please Note: We may be unable to ship some larger items to remote parts of the UK due to courier restrictions. We reserve the right to cancel any order for any Great Britain large item shipment.

Receiving Orders

It is essential that someone is present at the delivery address on the date of delivery to sign for the goods. Your signature represents a legal statement from you, the customer, that the goods have been received in good condition so it is essential that you inspect the goods thoroughly before signing for them. We will be unable to accept claims for damage if the goods have been signed for. See the Damages section (Chapter 11 for further details).


We aim to promote and stock products that are continuously available. However on occasions unexpectedly high demand may mean that unfortunately we, or our suppliers, run out of stock. If this happens we may delay dispatch of your order while new stock is obtained. In this instance, we will inform you of any delay and offer you the right to cancel your order for a full refund. If you have opted to accept a part order or specified a premium delivery option, or we are expecting a longer delay we will use the information you have provided with your order to keep you informed of progress. You may contact us at any time to check on the progress of your order.


Under the Consumer Contracts Regulation 2013, you have the right to cancel your order for a full refund prior to the goods being dispatched. We recommend you contact us within 24 hours if you need to cancel your order for any reason. If the goods have been dispatched, you will still be able to cancel the order under the conditions outlined in Chapter 10 below. However you will be liable for the delivery costs which will be deducted from your order upon receipt of the products back into stock.

Where agreement has been reached on a cancellation, Igloo Surfaces Limited will refund all monies due by the same payment method within the next 30 days.

Returns: 14-Day Returns Policy

Under the Consumer Contracts Regulation 2013, you have the right to cancel and return your goods for any reason, so long as written notification is provided within 14 days of receiving the goods. We recommend you contact us first by telephone and then provide written confirmation of your desire to cancel by email.

It is your responsibility to return the goods with a courier of your choice and to cover the cost of this return. This also ensures you will be insured against any transit damage which occurs in the delivery of the goods back to Igloo Surfaces, and if transit damage does occur, you will be able to make a claim for the value of the goods from the courier you used. You MUST return the goods within 14 days of receiving notification from Igloo Surfaces Limited to do so otherwise you will void your right to cancel.

In most circumstances, we cannot arrange for the goods to be collected as we will not be insured against transit damage. However, in some cases, we may be able to collect the goods from you directly, but you will be required to pay for the cost of that collection. Please Note: If you refuse the goods at the point of delivery, this is equivalent to having them uplifted and will still be subject to the appropriate return costs.

Upon the receipt of the goods back into our warehouse and provided they are undamaged and delivered with the original packaging, we will issue a full refund for your order within a maximum of 14 days. All agreed refunds will be made using the same payment methods as used by the purchaser. Note: If you have paid extra for a special delivery day or time, this additional delivery charge is non-refundable.


In the event that the goods you receive from Igloo Surfaces Limited are damaged, you are entitled to refuse the goods upon delivery or have them collected by us and replaced at no extra cost. However, it is essential that you do not sign for the goods on delivery.

We use a 3rd party haulage company to deliver our products and they require that you inspect the goods and sign for them as 'Received in Good Condition' at the point of delivery. This signature is legally binding and states that you have received the goods in good condition with no damages present.

We will be unable to accept any damage claims for goods that have been signed for. Therefore it is extremely important that you check the goods thoroughly before signing for them. If you are unable to inspect the goods, for whatever reason, you must refuse them so that they can be re-delivered at a time when you are able to inspect them before signing. However, you will incur the additional cost of re-delivering the goods.

Manufacturer's Damage & Faults

Any manufacturer's warranties are indicated on our website and if you have a manufacturing fault with your goods, you will in most cases be able to have them replaced so long as the fault occurs within the time period outlined in the manufacturer's guarantee.

We require you to take photos of the fault so that we can pass them on to the manufacturer and arrange for a replacement or for an engineer to carry out a repair on the product.

Right to Refuse

We reserve the right to refuse or cancel any order as we see fit and provide a full refund.

Unforeseen Circumstances

Where things like strikes, wars, acts of terrorism or even more local things like power cuts and fires interfere in our business with you, we will do our best to keep things going. We shall have no liability to you for any failure which is due to such unforeseen circumstances or any other situation outside our control.

Amended Terms

We may revise these terms and conditions on occasion. Such revised terms and conditions shall apply to the use of our website from the date of the publication of the revised terms and conditions on our website. To ensure you are familiar with the current version please check our Terms & Conditions Page online regularly.


Nothing in these Terms of Business is intended to affect your statutory rights or to limit our liability for death, personal injury or fraudulent misrepresentation resulting from our negligence. If there is a problem you may receive a refund or replacement under the terms of our Guarantee. Our liability to you will always be limited to a full refund of the goods purchased. We will not compensate for delivery delays or failures unless you have requested a premium delivery option. In these circumstances our liability to you will be limited to a refund of the delivery charges you have paid. Our liability to you specifically excludes compensation for indirect or consequential loss or damage however it arises and except as described above will always be limited to a refund of your payment.

You can contact us by email at [email protected] or ring 01709 329117

Alternatively you can write to us at: Igloo Surfaces, Unit 2E, Coalpit Road, Denaby DN12 4LH

Order 4 samples for £1 & receive a £5 discount - Order Samples Now >>
linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram