Returns & refunds policy
Distinct from the returns form, which finds your order and starts the process. This is the policy behind it: the window, what cannot go back, and who pays the carriage.
Returns & Timing
- Window
- You have 28 days from the date of receipt to request a return.
- Condition
- Items must be unused, undamaged, and in their original packaging.
- Exclusions
- We cannot accept returns for unwanted items after the 28-day period has passed.
Non-Refundable Charges (Delivery & Returns)
- Initial Delivery Fee
- Please note that the original delivery charge paid at the time of purchase is non-refundable.
- Return Shipping
- The customer is responsible for the cost of returning the item.
- Collection Service
- If you request that we arrange a courier collection on your behalf, a collection fee (starting from £30, depending on weight/location) will be deducted from your final refund.
Packaging & Restocking Fees
- Opened Packaging
- If the original packaging has been opened or the seals are broken, a 25% restocking fee will be deducted from your refund to cover quality inspection and repackaging costs.
- Resaleable Condition
- Items must be returned with all internal protection, manuals, and fixings intact. Items not in a resaleable condition may be rejected.
Faulty or Damaged Items
- 72-Hour Rule
- Any damages or faults must be reported within 72 hours of receipt.
- Process
- Contact us via email with photographs of the damage. Do not attempt to install a damaged item, as installation is deemed as acceptance of the product's condition.
- Costs
- Confirmed faulty items will be replaced or returned at no cost to the customer.
Product Exchanges
If you wish to exchange your item for a different size or model, we will calculate the price difference between the original and the new product.
The customer is responsible for the return shipping costs of the original item and the delivery fee for the replacement.
We will send a separate invoice for any additional balance, or refund the difference if the new item is lower in price, before the new order is dispatched.
Refund Processing
Once the item is received and inspected (usually within 10 working days), your refund will be processed.
All refunds are issued via the original payment method, minus any applicable delivery, collection, or restocking fees.
Something here unclear?
The help centre answers what is written. For anything that is not, the returns form and your account both work today.