Returns
Returns Policy
We very much hope you will be happy with your products, however we do understand items sometimes need to be returned. We have therefore tried to make our returns process as clear and easy as possible. You can manage your returns from your account page by clicking the My Returns link. If for any reason you are dissatisfied with your product you must let us know within 7 days after delivery.
Please note our returns policy has been updated to reflect the 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013' which replaces the 'Distance Selling Regulations' and came into effect 13th June 2014.
Our returns policy is in accordance with the 'Sales of Goods Act' and 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013' and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please contact us.
The following applies to all returns:
All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent. For your own protection, you should use a tracked and signed delivery service such as Royal Mail Special Delivery or Royal Mail Tracked 24/48 with Signature. Insurance is at your discretion.
Goods must be returned complete (including all keys, fittings, accessories, packaging, manuals, etc. for that product).
Products physically damaged (broken components, dents, scratches, defacement, wear and tear or wilful damage) will not be accepted.
All returned goods must be authorised with a valid RMA (Return Merchandise Authorisation) number. You can obtain this number from the My Returns link on your account page, from where you can download a return address label and packing slip to include with the returned item. Goods may be rejected without a valid RMA number clearly marked on the packaging.
All returned items must be received within 14 working days of the RMA being approved.
In cases where we cover the return shipping charges (see below), we will refund the cost of standard tracked and signed shipping rates such as those offered by Royal Mail. Customers electing to return items via premium, timed or courier services do so at their own discretion and we are unfortunately unable to refund these costs over the standard rates.
Unwanted Goods - As New
If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request the return within 30 days of receipt. The goods must be in fully resalable condition when returned. "As New" means...
- the goods are unopened
- the goods have not been used
- manufacturers security seals are unbroken
- the goods are unmarked
- the goods are in fully resalable condition
We will refund the original cost of the goods returned, less the original shipping charges.
Unwanted Goods - Opened
If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request the return within 30 days of receipt. The level of handling of the goods will affect the refund value...
- opening or removing packaging
- using the goods
- breaking manufacturers security seals
- marking or damaging the goods
We will refund the original cost of the goods returned, less any diminished value due to opening and handling, less the original shipping charges.
Goods Faulty - within first 30 days
If unfortunately your goods develop a fault within the first 30 days after delivery, then you can return them for a refund or replacement. Please use the My Returns link on your account page to request the return and enter details of the fault. Please include photos if possible.
We will refund the original cost of the goods returned, plus the original shipping charges, plus your return shipping charges.
If you request a replacement, we will refund your return shipping charges if we require you to return the faulty goods.
Goods Damaged in Transit
If the goods are damged in transit, you should contact us within 48 hours of receipt.
The same terms apply as for "Goods Faulty - within first 30 days" above.
Goods Faulty - after first 30 days and within 12 months
All our products are covered by a 12 month back to base warranty. This covers the product for replacement or repair provided that it has been used and/or fitted correctly and not subject to undue wear and tear.
Please use the My Returns link on your account page to request the warranty repair and/or replacement, and to enter details of the fault. Please include photos if possible.
You are responsible for the return shipping charges.
