UK RETURNS
DAMAGED OR FAULTY GOODS
Any items received damaged or faulty must in the first instance be reported to us in writing (by email or post) within 3 days of date of receipt, clearly stating the defect(s) and enclosing a photo of the problem.
In this unlikely event, we will provide you with a Returns Authorisation Number to enable the goods to be returned to us (if applicable) which should be noted and included within the returned parcel.
Upon confirmation of the damage/fault and/or receipt of the damaged/faulty item(s), we will then despatch a replacement item(s) and refund the cost of standard postage incurred in the return of the item (if applicable).
Please note, we will be unable to refund any courier, overnight, express or special delivery element of any return postage.
ITEMS INCORRECTLY ORDERED BY CUSTOMER or NOT REQUIRED
If you have placed an incorrect order, or you decide that the order is not suitable for your requirements, please notify us in writing (by email or post) detailing your reasons for returning the goods within 14 days of receipt of the item(s) in order for a Returns Authorisation number to be provided.
Items must be returned by the customer at their own expense and within 7 days of the authorisation being obtained.
All of our products are special ordered in 'on demand' from our suppliers who arrange for the despatch of your order from their warehouse direct to your delivery address.
As such, returns of unwanted / unsuitable items have to be returned to to our suppliers warehouse and we have to abide by their strict returns policies. You will be advised of the process (dependent on product) to be followed when an RMA number is issued.
For information, we are unable to accept returns of any item ordered that has been opened, unpacked and/or installation attempted as such items cannot be onwardly resold.
For all supplier authorised returns of unopened items, a 30% restocking charge will apply.
If an item is returned in an incomplete state or in a non re-saleable condition, we will be unable to issue a refund.
We recommend that any returns are made using a recorded delivery and insured service as we cannot be held responsible for damages or lost deliveries and will be unable to issue refunds for any items that are lost or stolen in transit to us. In this event, you should claim compensation from the company that you employed to ship the return.
All refunds for goods returned will be processed within 14 days after the items have been returned and checked by us. Please note, we will be unable to refund any original postage costs paid.
Please note that Returns of Discontinued items purchased from our Clearance Range are not accepted. These are non-returnable / non-refundable.
In certain circumstances we may be able to accept the return of items after the 14 day returns period but no later than 28 days from the date of purchase. However, a restocking charge (dependent on the item) and an administration fee will apply.
Returns within this timescale are at the managements discretion and their decision is final. In these circumstances we are unable to refund either original or return postage / delivery costs. Please note where free delivery applied to your original order, then a charge of £5.95 - £9.95 (dependent on weight of returned item(s)) will also be deducted from the refund due.
RETURN OF FAULTY ITEMS WITHIN 12 MONTH WARRANTY PERIOD
All items are covered by a 12 month guarantee against manufacturing defects.
In the unlikely event of a fault claim, please notify us in writing (by email/post) providing details and a photo of the problem. Please note that the warranty does not cover accidental or deliberate damage, acts of God or damage from incorrect use or normal wear and tear and does not cover any purchases made incorrectly. All items to be returned must be done so within 7 days of our being notified of their fault. Any faulty item(s) will be subject to inspection on its receipt and will then be replaced accordingly and/or any costs incurred refunded.
NON-DELIVERY OF ITEMS
NOTE: Please do not refuse delivery of a package.
Should an order be returned to us as 'not required' or 'not collected' after unsuccessful delivery attempts by the courier company, a £15 fee will be incurred when they are returned to us and this will be deducted from any refund given. Where free postage applied to the original purchase, an amount of £5.95 - £9.95 (dependent on weight of item(s)) will also be deducted from the refund due.
If you request a re-delivery after an item has been returned to us, then you will be charged again for delivery.
Returns Address:
Please contact us for returns address applicable to your order
If you have any questions about our Returns Policy, please contact us or call us on 024 76 396468.
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