RETURNS POLICY
Consumer Returns (EU Distance Sales)
In accordance with the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, consumers purchasing online have the right to cancel their order within 14 days of receiving the goods, for any reason.
To exercise this right, you must notify us in writing within 14 days of delivery. The goods must then be returned within 14 days of the cancellation notice. All returns must be authorised in advance prior to sending goods back.
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or supplied in error. We strongly recommend using a tracked and insured courier service, as returned goods remain the responsibility of the sender until safely received.
Condition of Returned Goods & Diminished Value
Customers may handle and inspect goods as they would in a retail setting. However, handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may result in a deduction from the refund to reflect any diminished resale value, as permitted under EU consumer law.
This may include (but is not limited to):
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Items that have been opened and cannot be resold as new
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Items returned with marks, scratches, or signs of handling
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Missing packaging, accessories, or protective materials
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Items not returned in a resaleable condition
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Large or fragile items that must be sold as opened or “as seen” following return
Any deduction applied will reflect the actual reduction in resale value and is not a fixed administrative or restocking fee.
Large, Fragile & High-Value Items (Including Appliances)
Large, bulky, fragile, or high-value items (such as cooker hoods, lighting systems, and electrical equipment) may require specialist courier handling. Once opened, such items may no longer be resold as new stock and may instead be sold as opened or “as seen,” which can significantly reduce their resale value.
Customers are strongly advised to carefully check all dimensions, specifications, compatibility, and suitability before purchase.
Incorrect, Faulty or Damaged Goods
If you receive incorrect, faulty, or damaged goods, you must notify us as soon as reasonably possible after delivery so that we can assess and arrange an appropriate resolution. Where goods are confirmed as faulty, damaged in transit, or supplied in error, we will arrange collection and replacement or refund as appropriate.
Please inspect goods upon delivery. If the outer packaging appears visibly damaged, we recommend noting this with the courier upon receipt.
Business & Trade Orders
Orders placed for business, trade, commercial, or installation purposes are considered business-to-business (B2B) transactions. EU consumer cooling-off rights do not apply to trade purchases, and returns are accepted strictly at our discretion.
Special Order & Non-Stock Items
Special order, bespoke, cut-to-length, or non-stock items ordered specifically to customer requirements are non-returnable unless faulty or supplied in error.
Returns Process
All returns must be authorised in advance and clearly identified as a return with customer details enclosed. Goods must be returned complete and adequately packaged to prevent transit damage. We reserve the right to make deductions where inadequate packaging results in damage or loss of resale value.
