How Do I Return An Item I Have Received But No Longer Require?
If you have ordered and received an item that you no longer require, you can send it back to us.
To do so please call our Customer Service team on 020 8303 5777. We must be informed within 7 days of your receipt of the order. We will then email you with a returns form to be printed, completed and attached to the item to be returned. You then have 14 Calendar days to ensure that the item is received by our warehouse, after this time period we will not be able to issue you with a refund.
Once we have received the item back within the timescale advised, we will inspect it to ensure that the item is not damaged and when we are happy that the product is re-sellable we will issue a full refund to the value of the product.
Please note that all products returned must be returned in their original packaging. We do not arrange collections for unwanted items; however we do issue full product refunds for items returned to us by customers based upon the guidelines listed above.
Regrettably, if goods have been assembled then the item cannot be returned to us as it will not be classed as in a resalable condition. All items should be checked for faults before the goods are assembled, if the fault is only noticeable during or after assembly then under these circumstances the item would be classed as returnable.
If I Require A Replacement Of My Damaged Or Faulty Product, What Should I Do?
- Damaged Goods
Upon delivery of your goods, you must inspect them for damage, then sign to advise they are in a satisfactory condition. If you believe these goods are damaged in any way then you should refuse the delivery.
If you chose to accept delivery and the product is damaged then based on our terms and conditions you will not be able to return the product and we will not be able to refund against your order.
If the goods are returned to us following refused delivery and upon inspection they are not deemed to be damaged then the product cost will be refunded minus the return delivery charge.
- Faulty Goods
If you take delivery of a product that comes to you complete but due to manufacturing is deemed faulty then you should advise us within 24 hours of receipt of the goods via email to firstname.lastname@example.org with photographs of any fault (unless this is an electrical appliance which will be PAT tested upon return). When the goods are received back and inspected we will liase with the manufacturer to arrange a refund or replacement.
Who Pays For The Return Costs?
This depends on the reason for the return. If a product is faulty or damaged we will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted or exchanged, then we will not cover the cost of the return and it is up to you to return the product to us in re-saleable condition.
Once we have received the unwanted item back, we will inspect the product to ensure it is not damaged and then issue a refund for the value of the product.
Which Address Should I Use When Returning An Item?
The address for returns is shown in the "Contact Us" section of the website.