Returning the goods couldn’t be easier. Simply call us or email us to discuss the terms of the return and we will email you a returns form for inclusion in the returning package.
How long have I got to return an unwanted item?
In line with the distance selling regulations, you have 14 days to let us know about the return in writing (emails are fine) and then another 14 days to get the item back to us via trackable, recorded, insured delivery. We need to receive the item back in resellable as-new condition to receive a full refund.
What do I do if my item is faulty or damaged?
When you receive your parcel, it is essential you check the contents for damage. With the couriers, you may have to sign for it before you are able to check (you are able to sign unchecked). Please open it and make sure it is in good condition at the earliest opportunity, and certainly within 24 hours. Inform us immediately of any problems and take pictures both for your own records and for ours.
With the palletised deliveries, have a quick look and if something looks wrong with the packaging, you can make a note when you sign for it. Of course box damage doesn’t necessarily mean the item will be damaged and even if you sign for it in good condition, then open it and find a problem, as long as we are notified straight away there will be no problems with sorting out the replacement.
Difficulties occur when the product hasn’t been checked in a timely fashion, so please do check everything is ok with the order within 24 hours. There is a very short time scale we are able to claim for damages in transit, usually 2 working days.
Despite using excellent, national couriers like APC, Royal Mail and pallet couriers for our larger items, delivery damage can sometimes occur. When this happens we will assess whether or not we require the item to be returned for either repair or replacement.
There are some questions we need to ask if the item is damaged:
Is the packaging damaged at all
Does the damage look like it might have occurred during transit?
Are you able to take pictures of the item for us?
Are you able to take pictures of the damaged packaging?
Did you sign for the item as “damaged”?
Items that develop faults after installation are covered by the manufacturers warranty. Let us know and we'll liaise with you to get you the help you need.
I’ve ordered the wrong item. How can I cancel it?
We pride ourselves on getting items to our customers as quickly as possible, so when an order is placed it is usually dispatched very quickly. If you order the wrong item, please let us know as soon as possible and we will cancel the delivery for you. If the delivery has been dispatched we will not be able to cancel it with the courier and they will deliver it to you. If you refuse delivery of the item the courier will charge from £20 to return it back to us and this charge will be deducted from your refund. Alternatively, if you accept the item, you can send it back at your own cost provided the item is sent via trackable, insured courier and then we will refund you your original payment on its safe, secure and undamaged return.
Do I need to pay for the item to be returned to you?
Yes, any unwanted items must be returned to us at the customer’s expense and via a trackable, insured courier. On their safe, undamaged return we will then refund you the original cost of the item including the original delivery cost. Please contact us to discuss the details and we can email you a returns form. Please be aware that customers have 14 working days to inspect their goods and if they wish to return the item they must inform us in writing (emails are acceptable) within this time period. After the customer has informed us that they would like to return the item they have a further 14 days to return it to us.
When will I receive my refund?
Providing the items have been returned in perfect condition and in the original packaging, all refunds are processed within 31 days. However we work hard to get your refund processed within 5 working days as we want to make sure your money is back with you as quickly as possible. Please note that all refunds are debited from our account immediately but can still take up to 5 working days to show up in your account. This is due to the bank clearing process which can cause some delays.
If a customer agrees a discount to keep the item, are they still covered by the guarantee?
Yes, but only for problems with the item that are UNRELATED to the reason for the discount.