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:
Send an email: firstname.lastname@example.org
Please be patient with emails; we aim to respond within 72 hours.
Our support team are available Monday - Friday 9:00am to 4:00pm
How do I ship my goods back to you?
Our returns address is not customer facing and as such cannot accept returns in person.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange provided item(s) are returned to us in a fully resalable condition with all packaging, etc exactly as supplied to you.
Returns should be made within 14 days and supplied back to us in the original, undamaged packaging.
If we find that the product has not been returned us in the supplied condition, we reserve the right to refuse a refund on the item(s).
If the item(s) you are returning have been opened or used, we are unable to resell them as new. Therefore, a 25% handling fee may be deducted if the item(s) are not returned in mint condition with all packaging/ accessories exactly as supplied to you.
Kindly do not write or deface packaging or goods, as the 10% handling fee will apply.
We are unable to offer a refund or exchange on any specially ordered or customised products.
- Please note we do not refund delivery charges under any circumstances.
Kindly ensure you provide a copy of your original invoice when carrying out a return. We cannot process a refund or exchange if information is not provided with a return.
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.
Incorrectly ordered or goods no longer wanted
We reserve the right to make a handling and restocking charge of 20% on all goods which are returned if they were ordered in error or are no longer required.
If your item was a special order, this is not subject to refund, exchange or cancellation, under any circumstances. If your special order has arrived damaged, we will endeavour to provide a repair or replacement.
Unpaid Import, VAT and Customs charges
25% handling charge will be deducted for all orders whereby a refusal has been made to pay for Import charges including VAT and taxes. In addition return delivery costs and any other charges will also be applied. This will deducted from the original payment method. Special orders are not open for return, refund, or exchange under any circumstances whatsoever.
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 via email: firstname.lastname@example.org
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: