At Cornish Lime, we aim to make the shopping experience as seamless as possible. If, for any reason, you are not completely satisfied with your purchase and you need to exchange or return an item, we’re here to help.
If you need support or have general usage queries, please message the team at sales@cornishlime.co.uk or use the form on our Contact Us page.
How to return a product
When buying in-store or ordering online, by telephone or email, you can cancel your order for a limited time, even if your goods are not faulty. Please notify us within 14 days of receiving your goods if you would like to cancel or return the goods. Your items will need to be returned to us within 14 days of notifying us of your intention to cancel or return.
Please complete the model cancellation form and contact the team using the information below to initiate a return or exchange. Please have your sales receipt, order confirmation email, or order number to hand as proof of purchase.
Some returns may be subject to a 10% handling fee. Your return will be processed, or your account will be credited within 14 days of receiving your returned items. We do not accept returns from anyone other than the person who has bought the items.
Returns or exchanges of unopened and undamaged items in resalable condition are accepted within 14 days from the date of purchase in-store or the date of delivery with valid proof of purchase, excluding perishable items such as lime mortars or lime, gypsum or cement-based binders, whitelabel, custom or bespoke items, items mixed for you, or items mixed inseparably with other items after delivery. See our section, ‘Items ineligible for return’ below for more information.
Returned items are your responsibility until they reach us, so please ensure you package your items with care and get proof of postage in case you need to contact us about the return. Items damaged due to insufficient packaging may reduce your refund as the item’s value has been reduced. Please be aware that you must cover the postage or delivery fees for any returns or goods for exchange.
Phone: 01208 79779
Email: sales@cornishlime.co.uk
Open Hours: Monday to Friday: 7:30 – 5:00
Address: Brims Park, Old Callywith Road Bodmin, Cornwall PL31 2DZ
Items ineligible for return
You cannot exchange, return or cancel orders for the following unless they are faulty.
Perishable, made to order or made to measure items, which include:
Items that are made to measure or cut to size, such as mesh or hessian
Ready-mixed mortars, renders, plasters or grouts
Lime, cement or gypsum-based binders, including natural hydraulic lime, non-hydraulic lime, cement, gypsum or natural cement
White label, custom or bespoke made items, for example, a custom mortar, render or plaster or colour-matched or non-stocked paints
Items which become mixed inseparably with other items after delivery or collection
If you have any questions about any items you might be considering, speak with the team.
Items already in transit
If your order’s already in transit, we will no longer be able to cancel the order before it reaches you. As such, once the items are received, you can exchange or return your items. Please notify us within 14 days of receiving your goods if you would like to cancel or return the goods.
Missing, damaged or faulty items
Sometimes, things go differently than planned. If your order failed to arrive, arrived incomplete, or contained damaged goods, we’re here to help. If a product you purchase is faulty, you may be offered a repair, exchange or refund as appropriate in accordance with your consumer rights. Use the contact information above to get in touch with the team.
While we take great care in preparing and packaging orders, always inspect your order upon delivery and before providing a signature. Please have the delivery driver wait while you inspect the items for accuracy, damage, and missing goods before signing any documentation.
In the case of a damaged item: Please note any damage on the courier’s hand-held device or delivery paperwork, ensuring that the order is signed as damaged on receipt. In addition, please inform us via email with a photograph within 48 hours of receipt. Damages must be fully reported within this time.
In the case of a missing item: If any items are missing from an order, please notify us within within 48 hours of receipt. See our delivery methods page for more information related to deliveries or in-store pickup.
Course cancellations
Cornish Lime reserves the right to cancel courses for whatever reason before the date a course is due to commence. In these circumstances, another available course date can be selected, or a full refund of all monies paid regarding fees for the course will be refunded.
Any financial losses suffered by a student as a result of the cancellation by Cornish Lime of a course shall be borne by the student. Cornish Lime accepts no liability for consequential losses.
Refunds for courses
Cancellations received within 14 days of booking a place on the course will receive a full refund. Your return will be processed, and we will refund your order using the original payment method.
For cancellations received beyond the 14 days, refunds are allocated based on the time remaining until the course date, as this impacts our ability to refill the space. Refunds are distributed as follows:
14 days+ days before the course: 100% refund
8 to 13 days before the course: 90% refund
7 days or less before the course: No refunds available
We will attempt to refill the original place for refunds within 13 days of the course. If successful, we will refund the full course fee.
Should you wish to move to another date, we will require a minimum of 7 days’ notice before the course date to allow us to fill the original space.
Failure to complete the course shall not entitle you to withhold payment of fees or to receive a refund.
Refunds for services
If you want to cancel a service you’ve arranged online, over the phone, via email, or in-store, you can do so within 14 days. However, if the service has begun during this 14-day period, we may keep a proportion of the agreed service fee to cover the costs of services provided up until the cancellation.
For more information
For our full terms and conditions, visit our Terms & Conditions page. For information on delivery methods, see our Delivery Information page.
If you want to know more about the returns policy or have any questions before placing an order, please get in touch with the team on 01208 79779.