Returns Policy

Defective or Damaged Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery so we can arrange a replacement. When you get in touch, please include a description of the issue along with clear photos of the defect. Please also provide images showing the condition of the packaging on arrival, including the shipping label.

If the return is due to an error on our part, such as receiving the wrong item, or if the product is damaged or faulty, we will cover the cost of returning the item.

All items returned as damaged or defective will be inspected in accordance with our terms and conditions. If we find no fault, we reserve the right to charge for the item and recover any related fees or expenses.

Returns

You have 14 days from the date your order is delivered to change your mind. If you decide within this period that you no longer want the items, you may return them for a full refund. Please note that we do not cover the cost of returning items when the return is due to a change of mind.

Items must not have been installed, mounted, or used in any way, and must be returned with all original packaging and fixtures. We can only accept the return of non-faulty products if they are unused, in perfect condition, and in their undamaged original packaging. We will also request photos to verify the condition of the packaging before we begin the returns process.

Bespoke and special-order units cannot be returned or refunded unless they arrive damaged. Any damage to products, including bespoke items and their packaging must be reported within 48 hours of delivery.

If products are returned in a condition that does not meet the requirements above, we may return the item to you without issuing a refund, or deduct an amount from your refund to cover the cost of repackaging.

Please contact our Customer Services team to arrange a return or collection. You may return the product yourself, or we can organise a collection for you at a cost of £25 per parcel or £50 per freight item (exclusions apply; for an exact quote, please contact our Customer Services team). If you are returning an undamaged product and no error has been made on our part, delivery costs will not be refunded.

Payment of Refunds

In accordance with our Terms and Conditions, refunds will be issued using the same payment method used when the order was placed. Please note that we will process your refund within 14 business days from the date we receive and inspect the product at our warehouse. Once your refund has been processed, we will send you an email confirming the date, amount, and payment details.

Cancellation Policy

1.1 Consumer Right to Cancel
If you are a consumer, you have the right to cancel your order within 14 days from the date we deliver the product to you, in accordance with our Terms and Conditions.

1.2 How Cancellation Works
During this 14 day period, if you change your mind for any reason, you may cancel your order and receive a refund, provided the product has not been used or damaged and remains in pristine condition.

1.3 Exceptions
The legal right to cancel does not apply to:

  • Products made specifically for you (bespoke) or clearly personalised.
  • Products that become inseparably mixed with other items after delivery.

1.4 How to Cancel
To cancel, simply notify us of your decision. The easiest way is via email to our Customer Service team. You can also cancel by postal letter or telephone (subject to availability).

  • If cancelling by email or post, your cancellation is effective from the date the email is sent or the letter is posted.

1.5 Information to Provide
To help us process your cancellation and refund, please include:

  • Your name and address
  • Telephone number
  • Order number
  • Full product details
  • Reason for cancellation

1.6 Contacting You
If we need to contact you, we will do so by email or pre-paid post to the address you provided when placing your order.

1.7 Refunds
Refunds will be issued via the same payment method used to place your order and processed within 14 days from the date we receive and inspect the returned products.

1.8 Reduction in Refund
If inspection shows the products have been used or damaged, we may reduce the refund to reflect the decrease in value.

1.9 Returning Products
If the product has already been delivered:

  • You must return it without undue delay and no later than 14 days after notifying us of cancellation. If we offer collection, we will contact you to arrange a suitable time.
  • You are responsible for the cost of return. If we collect, the estimated charge is £25 per parcel or £50 per freight item (exclusions apply). We will confirm the exact cost before arranging collection and only proceed if you agree to pay.