Returns and Cancellations
If you change your mind after placing an order, you can cancel at any time before the goods are despatched, regardless of the reason, without any cancellation fees.
If you are not entirely happy with your purchase or no longer require the product, you can return it to us within 30 days of purchase date.
We do require for the product to be in an “as new” condition which means it has to be returned in good condition, including the original, undamaged packaging along with all of the contents.
Should you wish to return a product we would ask you to contact us via email (firstname.lastname@example.org) so we can provide you with the return address and instructions.
Once the return of an item has been confirmed with ourselves, it has to be completed within 14 days. If it arrives any later, we will not be able to issue a refund.
To speed up the identification of your return, we require your full name and order number to be clearly highlighted on the outside of the packaging, in such a way, that it does not damage the original product or the packaging.
Products returned without this information will require identification which can add further time and delays in processing the returns and refunds.
You have a statutory duty to take care of the goods. Damage or distress caused or allowed by you to the product may void your right to return the product. You are responsible for the cost of sending back the goods.
We recommend that goods should be inspected prior to the return and sent by a recorded method of delivery as proof of return may be required. They should also be insured in case the goods are damaged during return transit.
If you do not use insurance and the goods are damaged or lost, you are fully liable for the cost of the goods. If the product is damaged in return transit, if insured, you will be able to put in a claim for reimbursement through the carrier.
We can provide any images or information that you require to process your claim.
We cannot stress enough how important it is to check your order on delivery. Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However, if any damage is noticed at the point of delivery the order can be refused and returned with the driver.
For large items delivered by a 2-man carrier service, you can ask the driver(s) to help you unpackage the goods and wait whilst you check them. Please do take advantage of this service so any defects can be reported immediately and the goods taken away and exchanged for a quick resolution.
Whilst we understand that you may not want to open and test your item as soon as it arrives, it is very important that you report any issues as soon as possible, preferably on the day of delivery. However, if this isn’t possible, we consider it reasonable to check your items within 3 days of delivery.
If you do not intend to use your goods immediately, please open and inspect them before storing. We are unable to accept any damage requests reported outside 30 days of purchase date.
NOTE: Please do not try to fit a damaged item/appliance without calling us for advice first.
To report a damage after delivery, we would require you to send us an email to email@example.com stating your order number, purchase date and your full name as well as include any images of the damage to the product and/or packaging so we can deal with the matter as quickly and efficiently as possible.
On rare occasions products may develop a fault. Our policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimize the time you are without a functioning appliance.
The policy for dealing with faulty items differs depending on the product type and when the fault developed. Depending on the above-mentioned circumstances we will aim to either repair or replace the appliance. If the aforementioned is not viable a refund would be offered.
We will offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights.
To report a fault with a product, please send an email to firstname.lastname@example.org stating your full name, date of purchase, order number, the product code, serial number and a description of the problem in order for us to deal with your enquiry quickly and efficiently.