What products can I return?
Items must be returned in original packaging, unused/undamaged and in resalable condition
Items must be returned within 30 days from delivery date, if over this time limit then a 20% restocking charge will apply
Our free returns policy does not include ZZ or NONSTOCK items, or any other bespoke/specially made items, which are not usually eligible for return. Please email [email protected] regarding such items
How do I return my products?
You can either return your items to us directly, return to a post-office (we can provide a Royal Mail reference) or we can arrange collection of your items.
Items must be safely packaged in outer packaging, and stickers/labels should not be stuck directly to product boxes/bags.
How do I return with Royal Mail?
Fill in an online returns form here.
You can find your closest Royal Mail Post office here.
Suitable for goods 50cm or less in length or 5kg or less in weight.
Please include the freepost returns label on the bottom of your delivery note with your parcel so we can process your return. We can’t issue refunds without these details, so please make sure the returns form is filled out and placed in your parcel before you drop it off at the Post Office.
Return products longer than 60cm and over 5kg Weight?
We will arrange collection of the item from you free of charge. Just phone us on 01451 824110 and we’ll arrange a collection from either your delivery address or on-site.
We can only collect from office or home addresses, not site addresses, as we use couriers to collect
Once we have agreed a collection date the address must be occupied, otherwise the courier may not be able to collect
How long does it take to receive my refund / credit?
Once your return is received, inspected and approved by our returns department, credit against your account or refund to the original payment method will usually be processed within 14 days. If your return is rejected, you will be notified by a member of our team.
I want to return a faulty or damaged product, how do I do this?
If you believe you have received a faulty/damaged product or are having issues on site with installation, please either call our sales team on 01451 824110 or email [email protected]. We will work with you to try to resolve the issue on site, as a high percentage of faulty product reports are installation problems. However, if a product is found to have a manufacturing fault, we will usually replace the item free of charge. Please retain such products unless advised otherwise, as manufacturers often request their return for inspection.
This does not affect your statutory rights