If you wish to cancel your order before dispatach, please contact us urgently as once your order has been processed and passed to our delivery partners it is not possible to cancel the order at this stage and it must be returned under the process outlined below.
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Returning your purchase is easy, simply call our customer service team on 0333 305 2202 and our advisors will guide you through the returns procedure.
Once your item has been returned to us in a resalable condition, unused and in its original packaging we will issue a refund for the goods.
In the unlikely event you receive an item that has been damaged in transit, we will arrange for a carrier to collect the item from you and return it to us at no cost to you. We can then dispatch a new item or issue a refund for the goods supplied.
Your right of cancellation under the Distance Selling Regulations
You may cancel the contract under the Distance Selling Regulations by notifying us no later than 30 days after we deliver the goods that you are cancelling the contract. We strongly recommend that you do this by using our on-line returns tool - see our website for details.
You may not cancel your contract with us under the Distance Selling Regulations where any item has been specially ordered or manufactured for you.
If you cancel the contract under the Distance Selling Regulations, you must take reasonable care of the goods from the time you receive them until you return them to us.
If you cancel the contract under the Distance Selling Regulations you must return the goods to us at your own expense.
If you cancel the contract under the Distance Selling Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.
In these terms and conditions, faulty goods means any goods we supply to you that do not conform to the contract. Faulty goods does not include any goods that are faulty due to fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with their intended use, failure to follow the manufacturer's or our instructions, or any alteration or repair carried out without the prior approval of us or the manufacturer.
You should notify us as soon as possible if you discover or think that any goods are faulty goods. For 'installed' products where the manufacturer provides a field-based after sales service, you MUST NOT remove or install the product until the manufacturer has had the opportunity to carry out a service visit to diagnose and repair the issue.
Our website gives details of how to notify us of any faulty goods and how to arrange for the problem to be resolved. We strongly recommend that you use our on-line returns tool (see our website for details).
If you return goods because you think they are faulty goods, we may charge you the cost of all transport and our actual costs and expenses in the event that the goods are not in fact faulty goods.
Returning goods – general
When you return goods to us for any reason (for example because you have cancelled the contract under the Distance Selling Regulations or because you think they are defective goods):
you must ensure that they are properly and securely packaged and labelled with our address;
you are always responsible for any damage in transit that is due to incorrect or inadequate packaging by you; and
you are responsible for any damage or loss in transit where you arrange the transport (rather than using our courier).