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Returns Policy

Returns Policy

Returns for Account Holders

Account holders can initiate a return directly from their Order History page once logged in.
  • In order to be eligible for return, your product(s) must meet the criteria below.

Returns for Guests

Guests are able to create a return only for orders that are in Collected/Delivered status. Guests should provide information which order they are to return:
  • Order number
  • Phone number (should the same as original order phone number)
  • Email (should the same as original order email number)

Non-faulty products/Change of mind

If you change your mind, we’re happy to take back items that are in a resellable condition within 30 days of the date of delivery or collection (as applicable). Please note this won’t affect your statutory rights.
Products purchased in branch
Products purchased online
You can return the product to any of our branches for a refund. Please note a restocking fee may be applied to trade customers for specials.
You can return the product to any of our branches for a full refund.
The products must be returned unused, undamaged, in a fully saleable condition, and in the original packaging.
The products must be returned unused, undamaged, in a fully saleable condition and packaged in such a way as to ensure that the product in not damaged.

Faulty products

Where the product has a manufacturer’s warranty or guarantee it’s best that you first contact the manufacturer. If you do not wish to exercise your rights under the manufacturer warranty or guarantee, you must notify us and return the faulty products to any branch or request the product be collected free of charge by contacting our customer service team (see contact details below).
Within 30 days from the date of delivery: we'll offer you a full refund or repayment
After 30 days but within 6 months from the date of delivery: we will (where relevant) repair or replace the item within 30 business days of notification.
Please note this does not affect your statutory rights

Damaged on or before delivery

We aim to deliver all products in perfect condition. However, if you receive a product that is not in perfect condition, please notify us and return the damaged products to any branch or we will collect the product from you free of charge. Please see the customer service details below for arranging collection.
Within 30 days from the date of delivery:
If a product is delivered to you damaged, please notify us within 30 days from the date of delivery.
After 30 days and within twelve months from the date of delivery:
If the damage or defect is not discoverable upon reasonable examination, you have 7 days from when you discover or ought to have discovered the defect to request a repair or replacement.
More than twelve months after delivery:
We are unable to accept requests for repair or replacement.

Proof of purchase

We’ll offer you a refund or credit for any of the above but we will need proof of purchase (such as a receipt, invoice, return note, email confirmation or order number).

Products that cannot be returned or exchanged:

  • All bespoke or made to measure goods;
  • A faulty product, where the fault was brought to your attention before purchase;
  • Chemical/gas products that are unsealed;
  • Non-faulty unsealed electronic goods;
  • Non-faulty used gas valves;
  • Any spare parts where the seal is broken (such as PCBs, electronic goods, and fans)
  • Goods that deteriorate or expire rapidly once opened; and
  • Non-faulty used hygiene products (eg. toilets or showers).

Cancellation

If you cancel an order before it has been dispatched we will process your refund. However, if you cancel after dispatch, products must be returned to one of our branches for a refund.

Refunds and credits

We’ll give you a refund or credit using your original payment method.
  • If cash is not available in the branch, it may be necessary to refund you with a cheque. We will not refund cash purchases in any other way.
  • If a credit or debit card has been used, the refund may take 7-10 working days to arrive in your account.
  • If you purchased via a credit account, the refund will be made back to the account.
A refund/credit will not be issued if:
  • Damage was caused to the product by incorrect storage, application, movement, commissioning, use, or maintenance.
  • Where damage to the product has been caused by fair wear and tear, or misuse.
The above policy applies unless your account has a pre-agreed SLA or contract where the terms differ.

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