Returns & Exchanges
We know that occasionally that spur-of-the-moment purchase just isn't what you hoped for. We offer the following:
- 30 days to return your items for a refund
- 90 days to return your item for a credit note (valid for 12 months from date of issue)
- Convenient collection of unwanted goods available
- Top customer care on hand to help at all times - we’re rated ‘Excellent’ on Trustpilot.
*Collection & redelivery fees will apply for unwanted items. Please see the ‘charges’ section below. Unwanted items can also be sent back to us via your choice of transport.
Hassle-Free Returns & Exchanges
Please contact our customer care team to arrange a return prior to sending any items back.
Should you decide you no longer want a product, you have 30 days from the delivery date to return it for a full refund. After 30 days, you can receive a credit note for goods returned up to 90 days from the date of delivery. Credit notes are valid for 12 months from date of issue. We ask that you ensure the item is unused, in its original packaging, uninstalled, and suitable for resale. When sending the item(s) back to us, please ensure you do not write or stick anything on the product box itself and avoid using duct tape, gorilla tape or brown tape.
We understand that returning fragile items can be difficult. We now offer a collection service at a time and place to suit you - details on this including charges are below.
Collection Services + Charges
- For small items, we’ll send DPD to collect within a 1-hour slot. Our team can select a specific day that suits you, or collect from an alternative address. The charge for this is £9.99. Please note that area exclusions and service restrictions apply to carriers.
- Large, fragile items are priced at £29.99 for the collection of a single box, or £39.99 for multiple boxes and single fragile items that are not in a box.
- If there was a surcharge on our original order due to additional transport costs, we’ll apply a similar charge to your collection. Our team will be happy to let you know how much this will be, and generally it applies to areas of Northern Scotland, Channel Islands, Scottish Islands and other harder-to-reach areas of the UK.
- We are unable to collect international orders
- You are welcome to arrange your own method of transport back to us. Simply speak with us via live chat or email firstname.lastname@example.org and we’ll be happy to help arrange your return.
- If you are exchanging your item, you will be charged a combined collection and delivery fee.
Please note that we cannot accept returns or exchanges for products that have been used, installed, or made-to-order. We are also unable to take back any items that have been plated for you (for example a gold tap on a long lead time).
Beyond Retail Returns
Aviation Business Park
If you change your mind and would like to exchange your product(s) for something else from our site, this can usually be arranged. We ask that you let us know within 30 days from the date of delivery, via live chat or email.
Once we have received your product and checked that it is in an unused condition and suitable for resale, we will arrange to send your new choice to you. You will be liable to pay a swapover fee which covers the collection and new delivery fee - this payment will be taken in full for the new order and you will be issued a refund upon return of the original items. We will refund your card within a maximum of 30 days. We would recommend that you insure your parcel to save against any unexpected loss. We do not offer an additional free delivery service on an exchange, so be aware that you will be billed the standard delivery fee on top of the cost of the replacement product(s).
Our team carefully package your order before we dispatch it to you, so damage is rare. It’s also very important that you inspect your goods upon delivery, and we’ll usually ask you to sign a form confirming that they appeared to be in good condition when you received them (except small items sent by parcel courier).
If you discover a damaged item during inspection, let our delivery partner know or note this on the form and contact us. If you are not given the opportunity to inspect your goods upon delivery, please note this on the form and inspect them as soon as possible afterwards.
If you only realise after the delivery that you're unhappy with the quality, please contact us within 2 working days of your delivery, sending us photos of both the damage as well as the exterior packaging of the damaged item. Once the damage has been confirmed, we will ensure a replacement is sent, free of charge.
Please ensure you inspect your goods thoroughly before handing them over to your installer. It is important that you do not install damaged goods, as we will be unable to replace or refund damaged items that have been installed.
If you have an issue with a product purchased within the last 12 months, please contact us via live chat or email us at email@example.com. Please do not send an item back to us without first speaking with our team. We will endeavour to resolve manufacturing defects and faulty goods as quickly as possible.
If a product is defective, please let us know at the earliest opportunity. If the fault is one that can be seen or shown, photos or videos will help us to identify the problem, and offer a solution, or if required dispatch a replacement.
Sometimes it may be possible to resolve a problem by offering technical advice and we may also instruct the manufacturer to contact you directly as their technical team will be best-placed to either resolve an issue, or determine if a fault is present.
Due to the technical nature of the products we sell, and factors such as electrical supply and the requirement for professional installation, it may not be immediately evident whether the product is faulty or if the problem lies with the installation or the domestic environment. We reserve the right to collect and test the item, either ourselves or externally, to ascertain the cause of a purported fault. This process may take up to 28 days from the date of collection, although we will always aim to act as quickly as possible.
Obvious faults where testing is not required will be refunded at the earliest opportunity once an inspection can be made and the fault confirmed. At this point we will act upon your instructions by refunding or exchanging.
Once we’ve confirmed a fault, we’ll advise you on the next course of action. You are entitled to either an exchange or a refund within the first 30 days after delivery of your order. After 30 days, once a fault has been confirmed, we would typically look to repair the item if appropriate, or replace the item with one of equal value. Products that develop a fault after 12 months are usually covered under the manufacturer’s warranty and subject to the terms and conditions of that warranty. Please retain your proof of purchase and any warranty documentation, if supplied, in case you need to claim under warranty at a later date.
Within the 30 days returns period, if once an item has been tested and it is determined that a fault is not present, you will be liable for the cost of the collection and any subsequent redelivery costs should you require the item to be returned. If you do not require the item to be returned to you, we will recover the costs of collection from the price of the goods and refund the appropriate purchase price.
We may refuse a refund if the fault is either not present or reported outside of the stated returns period, and will send the goods back to you. You will be liable for the cost of collection of the goods.
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