Our 14-Day Returns Policy
If you’ve changed your mind or are not completely happy with your product, and it hasn’t been used, you can return it within 14 days of receiving it. Please contact us first so we can provide a returns authorisation form. Returns must be arranged at your own cost.
You’re welcome to unpack your appliance to check it over, but if it has been installed and/or used, we can only offer a partial refund. In this case, please get in touch so we can advise the best option and explain how to return the product. The item must be sent back in its original packaging (or a suitable alternative), and return costs are your responsibility.
Please note: you are responsible for the condition of the product until it reaches our returns processing depot.
Faulty Products – Within 30 Days of Delivery
If your product develops a fault within 30 days of delivery, please call our Customer Service Team on 0330 008 0800. We’ll try to resolve the issue over the phone or arrange for an engineer to inspect/repair the item. We do reserve the right to inspect the product to confirm the fault. In many cases, problems can be quickly fixed with advice on installation or operation.
If you choose not to have an engineer inspection/repair, you’ll need to return the product at your own cost. Once received at our returns depot, we’ll test it:
- If no fault is found, we’ll return the item to you free of charge.
- If the product is confirmed to be faulty, you’ll receive a full refund plus the original delivery costs.
Faulty Products – After 30 Days of Delivery
If your product develops a fault more than 30 days after delivery, please contact our Customer Service Team. We’ll arrange for an engineer to visit you at no cost, provided the product was correctly installed and used in line with the instructions.
Please note: faults caused by the following are not covered:
- Accidental damage
- Neglect (lack of maintenance)
- Incorrect installation
- Misuse
Refunds
Once we’ve received and inspected your return, we’ll process your refund as quickly as possible. Refunds are usually made back to your original payment method within 5–7 working days, but please allow up to 14 days for the funds to clear, depending on your bank or card provider.
If your return is accepted for a full refund, we’ll also refund any standard delivery charges you paid. If the product has been used, installed, or not returned in its original condition, we may make a deduction from your refund to reflect this.
Need Help?
If you have any questions or concerns about returns, faults or refunds, please contact us here – our team will be happy to help.