RETURNS & REFUNDS
Your Statutory Rights
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.
Your Right to Cancel
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, stating the reason for cancellation. We will verify your request and provide you with a Return Order number. You then have a further 30 days to return the item(s) to us, at your own expense.
You must ensure that the items are returned in the same condition they were received, unused and 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.
Please note that this policy has some limitations and does not apply to business customers.
Faulty Items Within 30 Days
If your item is faulty on arrival (or develops a fault within 30 days of receipt), you must notify us using the Contact Us form on our website, stating the Order Number and description of the fault. We will arrange for the item to be returned to us (either using a Pre-Paid Return Label or arranging collection of the item with our own courier). Items must be returned in their original packaging complete with all accessories and documentation. Once we have received the item back and verified the fault, we'll issue a replacement or full refund to you via your original payment method. If a returned item is found not to be faulty we will return the item to you, in this instance you will be liable for the return carriage costs.
Faulty Items After 30 Days
If your item develops a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period (typically 12 months), you are entitled to a warranty repair. We will always accept your item back within the first 12 months to assess the fault. If the item is faulty, we'll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last. Many manufacturers provide a specialist Warranty Service and/or telephone help facilities for your convenience, which we recommend you use in order to correct the fault quickly.
The statutory rights detailed at the top of this page are in addition to any manufacturer’s warranty which is offered with your Products, such warranties will vary from Product to Product. If you have an issue with the Products, you can choose whether to seek a remedy under the manufacturer’s warranty or your statutory rights.
Refunds will be issued within 7 days of an item being returned back to us. The refund will be issued using the same method as on the original purchase.
If you wish to return items to us rather than use our own return service then this will be at your own expense. We may at our discretion provide you with a refund towards the cost of returning the item to us to a maximum value of £4.00. You must be able to provide us with a copy of the receipt as proof of the carriage costs paid.