RETURNS & REFUNDS

The Consumer Rights Act 2015 (previously Sale of Goods Act) says that goods supplied must be as described, fit for purpose and of satisfactory quality. During the expected life of the product your legal rights entitle you to the following:

  • up to 30 days: if the item is not as described, not fit for purpose or not of satisfactory quality, then you can get a refund.
  • up to 6 months: if the item develops a fault and cannot be repaired or replaced (with same or equivalent item), then you are entitled to a refund in most cases.
  • over 6 months: if the item develops a fault you may still be entitled to a repair or replacement (with same or equivalent item) or a partial refund. This will depend on the expected life of the item and the length of the manufacturer's warranty, but will only apply for a maximum of 6 years.

Item Develops a Fault Within 30 days

If the item you purchased develops a fault within 30 days you must notify us using the Contact Us form on our website, quoting the order number, item details and information about the fault and whether you require a replacement or refund. Once we have verified your request we will arrange for the item to be returned to ourselves either by sending you a pre-paid Return Label or arrange for the item to be collected from you (this applies to larger bulky items only). Items must be returned in their original packaging complete with all accessories, manuals, etc. as originally supplied. Once we have received the item back we will inspect and test the item as appropriate and issue a replacement or refund as requested. If you decide to return the item using your own method we will reimburse your carriage costs up to a maximum of £4.00. You will be asked to provide us with a copy of the receipt as proof of the carriage costs paid.

Item Develops a Fault After 30 days

If the item purchased develops a fault after 30 days and within the Manufacturer's Warranty Period you are entitled to a Warranty Repair. You must notify us using the Contact Us form on our website, quoting the order number, item details and information about the fault. Once we have verified your request we will either arrange for the item to be returned to ourselves for repair/replacement or provide you with contact details for the manufacturer/service agent who will be responsible for repairing the item under the terms of the manufacturer's warranty. If the item cannot be repaired a replacement may be provided (this may not be a brand new item but will be of similar age as the faulty one). Where a direct replacement is not available we may offer an alternative item of similar value and specification as the original item. Where this is not possible you will be offered a refund (the amount refunded may be less than the original amount paid depending on the age of the product when the fault developed and the length of time that the product might reasonably be expected to last).

Items Received Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 48 hours of receipt using the Contact Us form on our website, quoting the order number, item details and information about the damage. If the items are visibly damaged on receipt, we recommend that you record this when signing for the delivery or you can simply reject the delivery. In either case we would ask that you advise us of this accordingly. We will arrange for the item to be returned to ourselves either by sending you a pre-paid Return Label or arrange for the item to be collected from you (this applies to larger bulky items only). Items must be returned in their original packaging complete with all accessories, manuals, etc. as originally supplied. Once we have received the item back we will inspect it and issue a replacement or refund as requested. In some instances we would either issue a Free of Charge replacement or Refund without requiring the damaged item to be returned. If you decide to return the item using your own method we will reimburse your carriage costs up to a maximum of £4.00. You will be asked to provide us with a copy of the receipt as proof of the carriage costs paid.

Incorrect Items Received (Not as Described)

If you need to return an item for replacement or refund because the item is not as described then you must inform us within 48 hours of receipt using the Contact Us form on our website, quoting the order number, item details and the reason for wishing to return the item. Once we have verified your request we will issue a Return Order number and arrange for the item to be returned to us at our expense. Upon receipt of the item we will issue a replacement or full refund within 7 days.

If You Change Your Mind (Cancel Order After Delivery)

Under the Consumer Contracts Regulations 2014 (formerly Distance Selling Regulations) you have a legal right to cancel an order at any time from the time of ordering up until 14 days following the day after you receive the delivery of all the items on your order.

If you decide to cancel the order within the 14 day period after receiving them, you must notify us using the Contact Us form on our website, quoting the order number, item details and the reason for wishing to return the item. Once we have verified your request we will issue a Return Order number. You then have a further 14 days to return the item(s) to us, at your own expense. You must ensure that the items are returned complete in the manufacturer's original packaging with all accessories, manuals, etc. and use an appropriate delivery service for returning the item to us. You should ensure that you obtain a receipt from the delivery service provider and that the service used has sufficient insurance cover in the event that the item becomes damaged or gets lost in transit.

In some instances we may offer to pick-up the items from you or provide you with a pre-paid Return Label for which we may make a charge (this will be deducted from the refund amount). We will refund only the basic delivery cost that you paid on the order. Any additional delivery costs for enhanced services will not be refunded. We reserve the right to deduct an appropriate amount from any refund issued where the items have been used, handled more than necessary, or returned incomplete.

Refunds

Refunds will be issued subject to the following criteria:

  • Refunds will be processed within 7 days of receipt of returned goods. In cases where we decide that it is not necessary to return the goods, a refund will be processed within 7 days from the time we advise you.
  • Refunds will only be issued using the same payment method as on the original order. If the original method used is no longer available we will use the most appropriate alternative method available.
  • We reserve the right to deduct any reasonable costs for carriage, handling, incomplete items, etc. from the refund amount. We will advise you of this prior to processing the refund.