Returns Information

We understand that sometimes you may change your mind or find that a product doesn’t meet your expectations once it’s delivered or installed. Below, we’ve outlined the process for returning an order. If you have any further questions, please don’t hesitate to contact us.

Cancelling Your Order

You can cancel your order at any time before it has been dispatched or within 14 days of receiving your item(s).

Contacting Us

The fastest way to reach us is by calling our customer service team at 01603 605086, available from 9:00 AM to 5:30 PM, Monday to Friday. Outside these hours, or if no one is available, you can email us, and we’ll respond as soon as possible.

Returning a Cancelled Order

You can return your cancelled order to our warehouse via any postal or courier service. However, please note that you are responsible for any return shipping costs, and we cannot be held accountable for any issues that may arise during the return process.

Condition of Returned Items

All items must be returned in their original packaging and unused. Unfortunately, we cannot accept returns for items that are damaged while in your possession.

Special or Customised Orders

Please note that items that have been customised or personalised are non-refundable and cannot be cancelled at any stage.

Faulty or Damaged Items

• On Delivery: Check your items immediately upon delivery. Any faults or damage must be reported to our customer service team within 24 hours of receipt.
• Returning Faulty Items: If your item arrives damaged, we’ll arrange a convenient collection and send a replacement.
• During the Guarantee Period: If an item develops a fault during the guarantee period, please contact us first. Manufacturer policies vary, and we’ll coordinate with them on your behalf to advise you on the next steps.

Returning Faulty Items

In cases where faulty items need to be returned:

• We may ask you to send the item back to us.
• If you do so, include the delivery receipt so we can reimburse the return shipping costs.

Once returned, the item will be inspected by the manufacturer. If no fault is found, we cannot issue a refund. Delivery costs for returning the item to you will also apply.

Warranty and Guarantees

All our products come with a minimum 12-month manufacturer’s guarantee, with some extending up to five years. Extended guarantees may require regular servicing and maintenance. If you experience issues within the guarantee period, contact our customer service team for guidance. Depending on the manufacturer’s policies, we will either handle the issue on your behalf or provide their contact details.

We’re here to help! If you have any questions or need assistance with your return, don’t hesitate to reach out to our team.