Refund & Cancellation Policy
Building materials are bulk goods, so cancellation depends on how far the order has progressed.
Last updated: 26 July 2026
Cancelling an order
- Pending — cancel free of charge from My Orders before the supplier accepts.
- Accepted, not dispatched — contact support; cancellation is usually allowed, and any handling cost already incurred may be deducted.
- In transit — the load has left the depot, so cancellation is generally not possible. Trip and loading charges apply if the vehicle is turned back.
Short, wrong or damaged loads
Check quantity and material at the time of unloading and raise the issue on the order the same day, with photographs where possible. Verified shortfalls are refunded or replaced by the supplier.
Refund timelines
Approved refunds are returned to the original payment method. Bank processing usually takes 5–7 working days after approval.
Failed deliveries
If a delivery fails because the site was inaccessible or nobody was available to receive it, transport charges may be retained and a re-delivery scheduled.
Disputes
Unresolved disputes between a buyer and supplier can be escalated to support@nautook.com; our team reviews order records and tracking data before deciding.