Note: Whilst we normally sell to businesses, we also sell to private users and, under UK law, have to offer a returns policy on those sales. The returns policy applies to individual consumers only, for normal business-to-business sales we can not usually offer returns.
If you as a non-business user change your mind or are unhappy with your product then don’t worry we offer a returns policy where you can return the item within 14 days for a full refund. Whatever the reason we will take your order back within 14 days for a full refund.You will be responsible for the return of the goods to us and any return shipping costs. We can collect the goods from you and will charge you the cost for the collection. Details of any charges can be advised on request.
Once your order has been dispatched it cannot be cancelled. If you refuse an order, it will then be treated as a customer return where the return shipping costs will be deducted from your refund. Under UK Law the Consumer Contracts Regulations state that a customer can return the goods for any reason within 14 days of the date after the delivery date provided it is returned with the original packaging and all items returned in the condition they were received.
If you have opened the box to examine the goods you must have done so without damaging or marking the product or packaging. The goods must not have been used or assembled. You have a duty of care whilst the goods are in your possession and as such we advise you to return the goods packaged within their original packaging to ensure they are not damaged during transit to us.Goods received back incomplete or in a damaged or used condition will either be returned to you and the cost of delivery charged to your account or we reserve the right to levy a surcharge on such returned goods at a minimum of 15% of the invoice price.
The following sale types, unfortunately, must be excluded from the returns policy:
1) In-store sales - Where a customer has viewed an item in-store prior to their purchase either online in-store or over the phone.
2) Special order sales - Where an item is not normally stocked but has been ordered into stock specifically at the request of the customer, or has been commissioned, imported or manufactured to a customer’s specifications.
3) Business-to-business sales - Where we sell an item directly to a business user.
We must also reserve the right to deduct the cost of any install service from a refund - where a customer has taken an enhanced delivery service for their item which exceeds a normal door-to-door courier delivery.
How do I return my order?
Should you wish to return your goods then please contact us on 01484 420088 and we will process your return for you. We will then issue you a returns form and returns number that will need to be added to your returned goods to enable us to process your refund. Please do not write on the box as the items do need to be returned in a saleable condition. A small label will suffice. Please note that to enable you to return your goods we ask that they are returned as new with all the original packaging with all instructions and screw bags unopened. Refunds will be processed within 14 days of us receiving the goods back into our warehouse to give us time to examine them. Unfortunately, we are unable to accept returns where they have been assembled or modified in any way. Additional charges may apply if the product is returned in a non-saleable condition.
What happens if your order is damaged or parts are missing?
We only stock products from major manufacturers who perform all kinds of drop tests to check the packaging is good enough to protect their products so damage in transit is very low.
However, if you are unfortunate enough to receive a damaged product then don’t worry we will replace the damaged part or the whole unit depending on the severity of the damage.
Once you sign for the delivery it is signed as delivered in good condition unless you say it is damaged. Please write on the delivery note or driver's handheld device that the item is damaged even if it appears to be only cosmetic damage to the box. This is extremely important to allow us to claim for any damages. If the damage appears to be significant then you can refuse the delivery and the item will be returned to us. We will then organize for a replacement to be sent out at no extra cost to you.
Simply call us on 0871 200 0618 as soon as possible and we will organize for the parts to be sent to you. Our aim is to get the replacement parts to you as quickly as possible at no cost to you. In certain circumstances, we ask for photos of any damage either to the item or packaging to help us to improve the packaging for future customers and to assist with any claims.
Please note that for damaged items we need to be notified within 48 hours of the item being delivered. We are unable to accept claims for damaged items that are submitted over 48 hours after delivery.
If there are parts missing then please call us on 0871 200 0618 and confirm which parts you require. We will ship the replacement parts as quickly as possible at no cost to you.