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Before we continue, can we please ask that you ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.
As standard you can cancel your order at any time from point of ordering up to the delivery date, and then within 14 working days from the day after the date of receiving the goods, without giving a reason. (This 14 day period is double the legal minimum of 7 days).
If you wish to return item(s) within the 14 day period the goods must be returned in the same condition as they were received (not fitted or used) with their original packaging. As a customer you have a duty of care for all the products during the cancellation period. Returning the goods is at your own expense and this is non-refundable.
Any goods made specifically to a customer's specification cannot be returned if you have made an error. Please make sure you are ordering precisely what you require and double check your order is correct.
If you wish to return an item to us please see the returns section below for details of how to do this.
No Risk Extended Cancellation Guarantee
As above, you can cancel your order at any time from point of ordering up to the delivery date, and then within 14 working days from the day after the date of receiving the goods, without giving a reason. (This 14 day period is double the legal minimum of 7 days). To see all the products covered by the No Risk Guarantee please click here.
To give you a No Risk Extended Cancellation Guarantee, for most products we have extended the cancellation time up to 183 days (or 6 months or even Half a Year if you prefer!) from date of order without giving a reason. This is one of the most generous cancellation policies of any retailer.
To get the no reason required No Risk Guarantee all we ask is you meet the following criteria after the standard 14 day period.
Item(s) are in perfect saleable condition. -The item has not been fitted, used or damaged in any way. -The original packaging is returned intact with no writing on the packaging. -The original paperwork is included so we can readily identify the order and products. -It is your responsibility to organise the delivery of the items to us and they are returned at your own cost. You can ask us to arrange collection but you will be charged for this service; the price depending on where you live and what the item is. -The extended cancellation period does not extend the 7 days you have to report any damages, shortages or errors.
We may ask for a photo of the items being returned so we can see what is being returned. If you write all over the packaging then the product is no longer in a resaleable condition and we will charge you to replace the packaging. The No Risk Guarantee does not apply to any goods made specifically to a customer's specification. These goods cannot be returned if you have made an error.
The Extended Cancellation is in addition to the many excellent manufacturer’s guarantees and does not affect your statutory rights in any way. In the event there is a conflict between terms and the guarantee, then the guarantee will overrule the terms.
If you wish to return a item to us please see the returns section for details of how to do this.
We accept there are going to be times when you will need to return items to us, for whatever reason. Therefore to help you and us we have a simple returns policy to make the process easier. All we ask is that you follow whichever applies and we can then sort you problem out as fast as we can.
Returns Policy for Non Faulty Items
If you would like to return an item or items that are not faulty and have not been fitted/used, the return must be confirmed in writing either by email or letter. Please include in your confirmation your order number and address. This helps us locate your order fast and start the returns process.
You will be issued a return number which you must include, plus a copy of the return email/letter, with the item(s) being returned. This is so we can process your return as quickly as possible when it reaches us. We will check and test each item on return.
The items are returned at your own cost. We can arrange collection but you will be charged for this service; the price depending on where you live and what the items are. If we collect any items, and to make it simple, we will deduct from the refund for the items the direct cost of collecting the goods. The full amount for the returned goods, minus any deduction for collection, will be refunded within 30 days of the date of cancellation notification using the original method of payment.
Please note, the cost of collection will be higher than the cost of delivery if would like us to collect. This because we are charged more to collect than to deliver.
This does not affect your statutory rights as a consumer.
Returns Policy for Faulty Goods
If you receive a faulty item, please contact us straight away on finding out. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty item.
We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, getting an engineer from the manufacturer to fix the problem or replacing the whole item as necessary.
If the item is to be returned to us, we will then arrange for collection of the faulty item. Please note, all returns are tested and if the item proves not to be faulty when tested, you will be refunded the cost of the item less the cost of collection.