We understand that sometimes you may change your mind or find that a product does not meet your expectations. This page explains how to cancel an order, return an item and what to do if something arrives damaged or develops a fault.
What happens next depends on whether your order has already been dispatched.
You can cancel your order at any time before it has been dispatched, or within 14 days of receiving your item or items.
Cancelled orders can be returned to our warehouse using a suitable postal or courier service. Return shipping costs are the responsibility of the customer.
Returned items must be in their original packaging, unopened and unused. Products should be packed securely and returned in a condition suitable for resale.
Items that have been customised or personalised are non-refundable and cannot be cancelled once the order has been placed.
If your order arrives damaged or develops a fault, please contact us as soon as possible so we can advise on the next step.
Check your items immediately when they arrive. Any visible damage or fault must be reported to our customer service team within 24 hours of receipt.
If an item arrives damaged, we will arrange a suitable collection and send a replacement where appropriate.
If a fault develops during the guarantee period, contact us first. Manufacturer policies vary and we will help coordinate the next steps where possible.
In some cases we may ask you to send the item back to us. Where appropriate, we can reimburse reasonable return shipping costs once we receive proof of postage or delivery.
Returned items may be inspected by the manufacturer. If no fault is found, a refund cannot be issued and the cost of returning the item to you may also apply.
Our products include a minimum 12-month manufacturer's guarantee, with some products covered for up to five years.
Longer or extended guarantees may require servicing or maintenance in accordance with the manufacturer's terms.
If you experience a problem during the guarantee period, contact our customer service team for guidance. Depending on the manufacturer's policy, we may deal with the issue on your behalf or provide the relevant manufacturer contact details.
If you are unsure whether an item can be returned, need to report damage or want advice about a faulty product, speak to our team before sending anything back.
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