Returns / Refund Policy
If you are unhappy with your order, for any reason, you can return the items to us within 14 days for a full refund – as long as the item is unused and returned unmarked, in the original packaging. Prior to returning the goods please complete the return request form here.
You have the right to cancel your order within 7 days of purchase. Items should be returned to us, unused and in their original packaging. If you decide to cancel a purchase you must notify us by calling 0203 151 9850 or emailing firstname.lastname@example.org. You must return items by recorded mail, enclosing all the original manuals, paperwork and the invoice. You are responsible for the goods whilst they are in transit.
Goods must be returned in new condition. We reserve the right to refuse goods damaged by the customer,or used, for return. Any goods returned used may be subject to a 15% handling fee. If an item has been delivered and is faulty, please let us know immediately and will arrange collection/replacement, at our own cost. This only applies to faults which are detected at the time of purchase. Any subsequent faults which develop 14 days after purchase, need to be reported to us prior to return.
Faulty Goods or Equipment
When an item is faulty, we aim to arrange collection within 2 working days - this is dependent on the size of the item being returned. For larger, palletised items, this collection period may take up to 7 days. We will arrange collection for the return of faulty equipment, under the warranty guidelines. A fee may be charged for the transportation costs where a fault has been caused by a non-warranty issue, ie. misuse, accidental damage, etc.
All refunds for returned items are made upon safe return to our premises and/or to our suppliers. Refunds are only made back to the card, and/or account, that was used for the initial transaction. Refunds may take up to 5 working days to be credited back to your account.
How to return unwanted goods
To return goods, please ring Customer Services on 0203 151 9850 or complete the return request form here. It's advisable to obtain a receipt from your carrier or Post Office. We can arrange collection, at your request, prices from £8.50 + VAT per parcel for England and Wales. Please ring for a quotation for Scotland, Northern Ireland and offshore islands. We send returns labels via email for a faster response.