Bought something online or from our store?
Do not worry, we are here to help.
How do I arrange for a return?
If you are not happy with your order, you can return it for a refund or exchange within 14 days of delivery.
Arranging a return is simple:
Either call us on 044 (0)1923 897007, or send an email to firstname.lastname@example.org
Please be patient with emails; we aim to respond within 48 hours.
Our support team are available Monday - Friday 9:00am to 5:00pm
How do I ship my goods back to you?
Return the items in a fully resalable condition, exactly as supplied to you, and this is applicable to all packaging. There will be a 25% handling charge applied to all items returned without the original packaging, or if goods are returned with packaging which is defaced. Kindly ensure you provide a copy of the original invoice so we can identify the return. We will also require your contact details.
We cannot process a refund or exchange if information is not provided with a return.
You can also return your goods to our store.
We cannot accept liability for damage incurred in transit, so we advise using a recorded and insured courier.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
All returns can be made to:
Unit 9, The Metro Centre,
TEL: 0044 (0)1923 897007
Kindly note if you are based abroad and are making a return, you must ensure the item is marked as RETURN ONLY. We do not cover import duties for any returns or exchanges. Any charges which we receive will be deducted from your order.
What happens next?
Once your return has arrived safe and sound, we will be in touch to arrange the next step.
If you have requested an exchange, we will contact you to arrange delivery of your new goods. If you have requested a refund, we will email to confirm when your refund will be processed.
If your item was a special order, this is not subject to refund, exchange or cancellation. If your special order has arrived damaged, we will endeavour to provide a repair or replacement.
An issue occurred when installing
We do not cover any issues relating to installation carried out by a 3rd party. If damage has occurred to any orders whilst you have attempted fitting, we do not cover costs, and will not replace goods under warranty.
We do not accept responsibility for charges made by a 3rd party for any installation costs.
How will I receive my refund
The refund will be carried out to your original payment method.
How long will my refund take?
Please allow up to 14 working days for refunds to be credited into your account, from the day after this item arrives with us. Refunds are usually processed within 5-7 working days.
What if my order arrives faulty or damaged?
If your goods arrive damaged or faulty, please let us know and we’ll get the problem resolved straight away. We ask that any damage is reported to our support team within 48 hours of receiving the goods, if possible please photograph the damage and email this to email@example.com . We will then arrange a collection of your goods on a weekday convenient with you. You can either send your order back for exchange or refund.
My order has developed a fault after 48 hours, what can I do?
If your order develops a fault within the first month of use please let our support team know.
We’ll help you troubleshoot the problem over the phone and if the issue cannot be resolved, we will arrange for collection from a UK Mainland address. This does not include International orders.
If no fault is found, the return will be treated as a 14 day return (providing this has been returned within 14 days). If a courier has been arranged for a non-faulty item, we reserve the right to charge a courier collection fee of £29.50. If faults have been incurred due to misuse or neglect, we reserve the right to refuse a return.
My order has developed a fault after a month, what can I do?
All new goods come with a minimum one year warranty, provided by the manufacturer.
If you wish to return something under warranty, please contact our support team on 01923 897007, via email, or you can also return your goods to our store.
Once the item is returned, it will be assessed by an expert and if possible repaired in-store. If this is not possible, the goods will be shipped back to the supplier for inspection and repair. It is not always possible to provide an ETA for warranty repairs however, we endeavour to obtain regular updates from the supplier, and will update you whenever we receive information on your repair.
In most cases, goods returned under warranty are repaired rather than replaced. Where a repair is not possible, we will arrange a replacement on a like-for-like basis.
Terms and Conditions
Specific information on our Terms and Conditions which are applicable to all purchases can be found online at:
If the purchased item was pre-owned, we provide the same warranty terms for 2 months after the date goods are received.