Policy for Product Returns
1. Procedure for Returning Items You Are Dissatisfied With
If the product you received does not meet your expectations, please reach out to us to discuss return terms. We will subsequently send you a return form via email to include in the return package.
2. Time Limit for Sending Back Unwanted Products
In line with distance selling regulations, you have a 14-day window to inform us of your intent to return the product. To communicate this, kindly reach out through the contact form. After this, you have another 14 days to prepare the item for pick-up. Ensure the product is in a like-new, saleable state to qualify for a complete refund. We will retrieve the item, with the £30 collection and carriage fee covering the collection cost.
3. Steps to Take If Your Product Is Defective or Damaged
3.1. Inspecting the Package Contents
When your package arrives, examine its contents for damage. Sometimes, you may need to sign before inspecting the package. If this occurs, sign as “unchecked.” It is crucial to open the package and ensure its good condition within a day of receiving it. If any issues arise, notify us immediately and take photos for both your and our records.
3.2. Deliveries on Pallets
For deliveries on pallets, check the packaging for visible damage. Note any damage when signing for the delivery. Even with damaged packaging, the item may still be intact. However, if you sign for the item in good condition and later find an issue upon unboxing, let us know right away. As long as we receive prompt notification, we can arrange a replacement without any complications.
Keep in mind that the window to claim transit damages is very short, typically two working days. Thus, it is crucial to examine your order and inform us of any issues within a day of receiving it.
3.3. Items with Damage
In cases of delivery damage, we will determine whether the product requires repair or replacement. To assist us, we need answers to the following questions:
- Is the packaging damaged?
- Does the damage appear to have occurred during transit?
- Can you provide photographs of the damaged item and packaging?
- Did you sign for the item as “damaged”?
- Open carefully along the tape
- Remove and inspect products
- Reseal with transparent tape
- Do not tear any packaging
- Do not dirty or damage the box
- Do not use gaffer tape, masking, or brown tape
Products that develop faults after installation are protected by the manufacturer’s warranty. Inform us, and we will collaborate with you to resolve the issue.
4. Cancelling an Order for an Incorrect Item
We take pride in delivering products to our customers as quickly as possible. If you mistakenly order the wrong item, notify us immediately so we can halt the delivery. If the delivery is already en route, we cannot cancel it.
In this situation, inform us that you will retrieve the item from us, and a £30 collection and carriage fee will be deducted from your refund. To initiate the collection procedure, contact us through our contact form, and we will supply further details.
5. Return Shipping Costs (Pick-up)
If you want to send back an unwanted product, we will collect it from you. The collection cost will be covered by the £30 collection and carriage fee. To start the pick-up process, contact us using our contact form, and we will send you a return form via email.
Please note that customers have 14 working days to examine their goods. If you want to return an item, inform us through our contact
form within this timeframe. After notifying us of your intention to return the item, you have an additional 14 days to send the item back to us or arrange for pick-up.
6. Processing Time for Refunds
As long as the items are returned in perfect condition and with their original packaging, all refunds will be processed within 31 days. However, we aim to process refunds within 5 working days to ensure your money is returned as quickly as possible. Be aware that while refunds are debited from our account immediately, it may take up to 5 working days for the funds to appear in your account due to the bank clearing process.
7. Warranty Coverage for Items Sold at a Discount
If you accept a discount to keep an item, the manufacturer’s warranty still covers it. However, the warranty only applies to issues unrelated to the reason for the discount. Any problems directly related to the discount reason will not be covered under the warranty. In the event of an unrelated issue, notify us, and we will collaborate with you and the manufacturer to resolve the problem according to the warranty terms.