Returns & Refunds
Need to return an item? Fill in the form below for a fast response from our dedicated customer service team. The form gives us all the information we need to begin processing your return as fast as possible.
If you are consumer, your return or exchange request must be sent to [email protected]
Defective or Damaged Items
In the unlikely event you receive a damaged or defective item, please contact us within 48 hours from the receipt of the item to exchange it for the same item. Please specify the issue with the Product and provide photographic evidence of it. If you feel your item was damaged due to poor packaging, please let us know by submitting pictures of the packaging in the state in which it arrived.
If you return something because of an error on our part (the item you received is different from the item you ordered) or because it's damaged or defective, we'll refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us.
We check all items returned as damaged or defective in accordance with our terms and conditions. In the event we find no fault, we reserve the right to re-charge you for the items and to recover our fees and expenses from you.
You have 30 days to change your mind from the date we delivered your order to the delivery address provided. This means, if you decide you no longer want your items at any point up to 30 days following the delivery of your order, you can return the Products for a full refund. Please note we do not offer free return of our Products if you change your mind.
The items must not have been installed, mounted or used in any way, and they must be returned with all the original packaging and fixtures. We can only accept the return of non-faulty products if the items are unused and in perfect condition still in their undamaged original packaging. We will request photographic evidence to confirm the condition of the packaging before commencing the returns process. Bespoke and special-order units cannot be returned or refunded unless damaged. Any damage on Products, including bespoke Products and their packaging must be reported within 48 hours of delivery.
If your items do not arrive in the condition stated above, we will return the item to you without a refund or reduce the amount of the refund to cover the cost of repackaging.
Please contact our customer service team to arrange the return or the collection of the Product. You can return the Product yourself or, if you prefer, we can arrange to collect your products at a charge of £20 per parcel, or £50 per palletised item (exclusions apply, for exact quotes please contact our Customer Services team). If you are returning a product which is undamaged and there has been no error on our part, delivery costs will not be refunded.
Payment of Refunds
In accordance with our Terms and Conditions, refunds of payments will be made via the same method you used when you placed your order. Please note that we will process your refund within 14 business days from date we have received and inspected the Product in our Warehouse.
When the refund has been processed by us, we’ll send you an email confirming the date, amount and payment details.
This clause only applies if you are a consumer.
1.1 If you are a consumer, you have the right to cancel your order within 30 days from the date we have delivered the Product to you in accordance with our Terms and Conditions.
1.2 This means that during the cancellation period set out in 5.1, if you change your mind for any reason and you do not want to keep the Product, you can notify us of your decision to cancel your order and receive a refund, provided the Product has not been used or damaged by you and is in pristine condition.
1.3 However, this legal right to cancel does not apply in the case of:
1.3.1 the Products have been made specifically for you or clearly personalised; or
1.3.2 any Products which become mixed inseparably with other items after their delivery.
1.4 To cancel your order, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our Website that has been made available for you’re above. The link to the cancellation form is also included in the Acceptance Confirmation an on the top of this Returns and Refunds Policy. If you use this method, we will e-mail you to confirm we have received your cancellation. You can also contact us by e-mail, postal letter or telephone (subject to availability) to cancel your order. If you send us your cancellation notice by e-mail or postal letter, then your cancellation is effective from the date you send us the e-mail or postal letter to us. For example, you will have given us notice in time as long as you post your letter in time for it to be taken with the last post on the last day of the cancellation period or e-mail us before midnight on that day.
1.5 Please provide your name, address, telephone, number, the full Product details and your order number to help us to identify your order and process your refund and confirm the Product(s) you wish to return and for what reason.
1.6 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provided to us with your order.
1.7 We will process your refund via the same payment method you used when you paid for your order and within 14 days from the date, we received the Products back to our warehouse and we have inspected it.
1.8 Please note that if our inspection concludes that the Products have been used or damaged by you, we are permitted by law to reduce the amount of your refund to reflect any reduction in the value of the Products.
1.9 If a Product has been delivered to you before you decide to cancel your Contract:
1.9.1 then you must return it to us without undue delay and in any event no later than within 14 days after the day on which you let us know that you wish to cancel your order in accordance with clause 5.4. If we have offered to collect the Product from you, we will collect the Product from the address to which it was delivered to. We will contact you to arrange a suitable time for collection using the email address or telephone number provided by you when you placed your order; and
1.9.2 you will be responsible for the cost of returning the Product to us. If we collect the Product from the delivery address, we estimate a charge of £20.00 (twenty pounds) to collect a parcel or £50.00 (fifty pounds) for a pallet with the exclusion of locations set out in the Restricted Areas, however this is an estimate only and we will confirm the cost of collection prior to arranging the collection of the Products and we will only arrange the collection if you agree to pay the costs we have calculated and confirmed to you.
Customer Service and Formal Complaints
We are sorry to hear that you are unhappy with our Products and/or service.
To help us rectify any problems, please complete our Formal Complaints Form and we’ll get back to you with an initial response within 2 business days.
Please note: submissions through this form should only be sent if we have been unable to resolve your issue through our usual business channels. To speak to a member of our customer service team directly, call us on 0330 880 8383.
You can contact our Customer Services team through the following channels:
E-mail address: [email protected]
Telephone Number: 0330 880 8383 (local call rate from BT landline)
Live chat through our Website.
The terms and conditions set out in this Returns and Refunds Policy shall be interpreted in accordance with our Terms and Conditions. Any word capitalised, but not defined in this Delivery Policy shall have the same meaning as set out in our Terms and Conditions.
If there is a contradiction in between the provisions of this Returns and Refunds Policy and the Terms and Conditions, the Terms and Conditions shall prevail.