Cancellation and Returns Policy

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Basic Cancellation Rights

You have the right to cancel an Order at any point before it is shipped, or up to 14 days after delivery, under Consumer Contracts Regulations (2014). From that time, You have a further 14 days to return the item(s) back to Us, if applicable. Please note - these Cancellation Rights do not apply to "Made To Order" items.

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Cancelling An Order

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You must notify us in writing of your intention to cancel an Order by emailing us and quoting your Order Number. If your Order has already been dispatched, We will provide You with relevant Returns information once We receive your notice. If the Order has not been dispatched, you will be entitled to a full refund, usually within 3-5 days.

For more information, or to contact the Company regarding a cancellation, call us on 01373 826065

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Returning an Order

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If you wish to return any Goods, you must first contact Us so that a Returns Number can be generated. Sending any Goods back without a Returns Number will lead to delays in your refund.

You can return an Order up to 30 days after receiving it; unfortunately, we are unable to accept any returns after this 30 day period.

For up to 14 days after delivery you are entitled to return any items and receive a full refund of the purchase price, excluding any charges incurred for collection, subject to the following conditions:

- The item(s) have not been damaged or marked in any way

- The item(s) are in their original packaging

Please also note when returning any items:

- You must contact our Returns team to obtain a Returns Address and Returns Number before sending any item(s) - failure to do so will result in a delay to your refund

- If you have opened the item(s) you wish to return, please contact our Returns team for further instructions before re-packaging

- You may choose your own carrier to return the item(s), or you can ask us to make arrangements (a courier fee will apply)

- If arranging your own carrier, we recommend taking out appropriate insurance in case any item(s) are damaged in transit

- We are unable to accept returns of "Made to Order" items

- Your refund will be raised once the items have been returned. This process can take 5 - 12 working days

After the initial 14 day period, all returns will be subject to a restocking charge and a collection fee, both of which vary per Order.

Any damaged, faulty or incomplete Orders must be reported as soon as possible; ideally within 48 hours, at most 14 days after receiving the Order.

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Returning Faulty Items

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In the event of a fault developing with item(s) purchased from the Company after installation, please contact us before attempting to disassemble, remove and replace the item(s). The manufacturer may ask for further evidence - in the form of images or videos - to determine whether the fault is the result of a manufacturing defect. Failure to provide sufficient evidence of the fault/defect before removing the item will void any refund and we will not be able to accept the returned item(s).

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Delivery Information

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Delivery Times

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All items listed on the website include an estimated delivery time and cannot be guaranteed. All estimates are based on a "working day" (Monday - Friday excluding Bank Holidays), starting the next working day after the Order is accepted. Various factors such as weather and stock shortages may impact the stated delivery time. In cases where an item is "Out Of Stock" or available for "Pre Order", an expected restocking date is shown, where available, though it is subject to change. Until the item returns to stock, all dates are estimated.

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Free Delivery and Delivery Surcharges

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The vast majority of items for sale on the Website are offered with free UK mainland delivery, except for a small proportion of items that are only eligible for free delivery in certain postcode areas. We define the UK mainland as England, Wales and most parts of Scotland below the central belt. The Scottish Highlands, Northern Ireland and any islands are not eligible for free delivery. In the event of a delivery charge being required, it is clearly labelled prior to completing an Order, and the relevant charge will be applied to the total at the Checkout stage. Charges are calculated on a per delivery basis, not a per Order basis, so multiple delivery charges may be applied in certain circumstances.

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Delivery Handling

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Our deliveries are handled by third party carriers; often this will be a specialist courier service or a vehicle directly affiliated with a supplier. Due to this, We are unable to guarantee the execution of any special delivery instructions requested when placing an Order, though We endeavour to do so. An Order with many items may be subject to deliveries from multiple carriers, and so we are unable to guarantee that all items will be received at the same time, or on the same day, though we work hard to try and ensure this. If You cannot be present to take a delivery, you must give us adequate notice of 24 hours to enable us to re-schedule the delivery. We reserve the right to charge for any re-deliveries as a result of You not being able to take delivery on the nominated day.

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Receiving Delivery

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All of our deliveries are a one-man, kerb-side service. Where required, You should arrange for help to unload the Goods during delivery, and/or for storing them inside the property after delivery. Upon receiving a delivery, We recommend performing a short visual inspection, checking that all expected items are present; consulting a delivery note if available. The delivery should be received, inspected and signed-for by the Delivery contact nominated on the Order. Once the delivery is signed for, responsibility for those items is then passed on to You. Therefore, We highly recommend performing a full inspection of the items immediately afterwards, prior to storing them away.

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Inspecting Delivered Items

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We recommend performing a full inspection as soon as possible to determine whether any items are damaged, incomplete or faulty. In the unlikely event that this is the case, You must notify us within 48 hours of receiving the delivery, which will ensure a smooth Returns process. Failure to notify us within this timeframe may lead to extra charges being incurred. In cases where all of these Conditions have been adhered to, We will arrange for incorrect or damaged items to be replaced for free. Collection of certain damaged items - such as broken glass - may not always be possible, so You may be asked to dispose of these items separately.

 

Installing Delivered Items

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We advise against booking any tradesperson(s) to install items until You are in receipt of the entire Order, and it has been thoroughly checked. Any delivery times given are estimates and cannot be guaranteed, therefore We cannot be held responsible for any consequential loss. Do not try and install any damaged or faulty items, and leave them in their original packaging where possible.

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