Returns Information

Returns Policy

We do hope that you will enjoy your purchase, however if you do need to return your product (see conditions below), please contact our sales team on 01902 790900 who will be happy to advise you.

Support lines open Monday - Friday 08:30 - 17:00


Returning Faulty Goods

Products that are faulty must be returned as soon as possible after the fault is discovered and must be within the manufacturer’s warranty period which is usually 12 months.

The complete product must be returned unless, if agreed by the Company, a specific part may be returned.

Products within the manufacturer's specific warranty period will be repaired, replaced, or a refund given at the discretion of the Company

To return your faulty product - Please contact our support team on 01902 790900 (lines open Monday - Friday 08:30 - 17:00) and have, ready the following information:

  • The invoice number
  • The date of purchase
  • The product code(s)
  • The reason for requesting a return or replacement
  • You will be advised of how the product will be exchanged or if applicable when a refund will be issued.


Returning Non-Faulty Goods

Under distance selling, you have a 14 day cooling off period. If you do decide to return your product (see conditions below), please contact our support team on 01902 790900, lines open Monday - Friday 08:30 - 17:00.

Conditions:

IMPORTANT – Goods supplied as ordered and returned for credit must be accompanied by an Invoice/Order Reference Number. We reserve the right to retain such sums as equal to the value by which the goods have diminished as a result of handling by you, the consumer, beyond what is necessary to establish the nature, characteristics and functioning of the goods. Unless otherwise agreed, you will be liable for the cost of return of goods and costs of services provided during the cancellation period, or deduction for use. Special orders cannot be returned for credit or exchange.

To return a non-faulty item, the item needs to meet the following criteria:

  • Reported and returned within 14 days of the date of purchase
  • Of a resalable condition
  • Not used
  • Not damaged
  • In original packaging
  • Original packaging must not have any labels or markings on it
  • Complete with original instruction leaflets

To arrange a return please contact our sales team on 01902 790900 (lines open Monday - Friday 08:30 - 17:00) and have, ready the following information:

  • The invoice number
  • The date of purchase
  • The product code(s)
  • The reason for requesting a return or replacement
  • Goods will be refunded once they have been received back into our warehouse and inspected.

NB: If your product falls outside of the 14 days cooling off period, it may not be possible to return it. 


Returning Special Orders (Non-standard products)

Non-Standard products are any products that you have specifically requested to be sourced and ordered in specially. Unfortunately, these orders cannot be returned for an exchange or refund. This does not affect your statutory rights.


Short or Non-Delivery

If you experience a short or non-delivery, please contact our sales team on 01902 790900 (lines open Monday - Friday 08:30 - 17:00) and have, ready the following information:

  • The invoice number
  • The date of purchase
  • The product code(s)
  • Order reference
  • Our sales team will investigate the problem and revert back to you as soon as possible with a solution.


Damaged goods

We strongly recommend that you check your goods for any signs of damage at the time of delivery. Damaged products must be reported within 48 hours of delivery and returned within 7 days of the purchase date for an exchange or refund. Please contact our sales team on 01902 790900, lines open Monday - Friday 08:30 - 17:00.

The above does not affect your statutory rights.