Returns and Faulty Goods
Hopefully you won't need to return an item, however, if you do, it is our aim to make this as simple as possible. By following the guidance below you can help us to help you when a product is not what you expected, or is faulty. Your statutory rights are not affected by this guidance.
If you have any questions please call our customer service team on 0844 884 2606.
30 Day Money Back Guarantee
Under our 30 Day Money Back Guarantee you can return unwanted goods for FREE via Royal Mail Freepost. Items should be unused, in a saleable condition, with their original packaging and with all component parts and any promotional items received. You should include your invoice and complete an online returns form.
Certain items are excluded from the guarantee. These include goods that are made to measure, cut or mixed to your requirements, weigh more than 2kgs or longer than 1m in length. Other excluded items are items shipped direct from manufacturer.
To return an item you can either:
- Drop it off at our store - or
- Send it back FREE from your local post office - We will send you a SAE.
For the items excluded from our FREE RETURN SERVICE requiring a carrier pickup please call our customer service team for further advice - Please note this may incur a charge of £12.00 for standard collection and £32.00 for palletised items.
We also offer a carrier pick up service, however, depending on the circumstances, this may incur a charge. For more information call our customer service team on 0844 884 2606.
For products delivered directly from our suppliers, please call our customer service team.
If you purchased the item less than 30 days ago you can return it under our 30 Day Money Back Guarantee FREE. Please make sure that you return all component parts and any promotional items received. You should include your invoice and complete an online returns form. Please ensure that all products are drained of water before return. If the item has already been installed, call us on 0844 884 2606 for further advice.
If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible. In most instances we will either offer a repair or where this is not possible we will replace the item with the same or an equivalent model. There may be a charge for collection, repair, replacement and redelivery depending on the product.
- Check if the manufacturer offers a helpline, repair or warranty service. Using this service may be the fastest way to get the problem put right.
If there is no warranty or repair service, or if you wish to return a faulty item:
- Drop it off at our Store or
- Call us on 0844 884 2606 to arrange a carrier pick up.
Please remember to include your invoice, returns form and ensure that all products are drained of water before return. If the item has already been installed, call us on 0844 884 2606 for further advice.
A cancellation can be made up to the point of delivery.