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Right to Cancel and the Returning of Goods

The distance selling regulations are confusing, but we have taken the time and trouble to investigate this in full.

  • You are within your right to cancel an order placed with us, up to 14 days from the date your order is delivered.
  • If you wish to return goods to us, please inform us by e-mail within 14 days of receiving your goods.
  • If you do return goods to us, then you have a ‘duty of care’ to ensure that they are in a saleable condition (including the boxes, guarantees, instructions and packaging) with all parts included and no components defaced.
  • Any shipping charges to return goods to ourselves (excluding for damaged or faulty goods) will be the responsibility of the purchaser.
  • It is part of this contract that you suitably package the goods and arrange a safe return carriage to us at your own expense.

A ‘returned goods’ form is available from our sales team, who will be happy to send the document to you for completion. This helps us to handle the return in our warehouse efficiently and ensure that you are correctly reimbursed.

  • In the event that your goods are damaged on a return journey arranged by you, you will not receive a refund and must make a claim against the carrying company. It is therefore in your interests to take a photo of your goods prior to shipping and ensure your product has the relevant carriage insurance to cover the cost of replacement.
  • If we have to order your goods in to our warehouse (i.e. we do not stock it), there is usually a re-stocking charge of 25% incurred by the supplier, for which you may be liable for in the event of your returning goods. By agreeing to these terms and conditions and proceeding with an order, you accept that if you subsequently decide you do not wish to keep the product, you will receive a refund less the re-stocking charge.
  • If you order an item that has to be personalized, altered, or otherwise changed, this is regarded as a ‘special’ and normal distance selling regulations regarding refunds do not apply. No refunds can be offered for one-off items.
  • We cannot supply or provide compensation towards the re-fitting of an item in the event that said item either needs to be returned or for which a replacement has already been issued.
  • We cannot supply or provide compensation towards the hiring or supplying of a plumber to re-fit an item in the event that said item either needs to be returned or for which a replacement has already been issued.

SPECIAL ARRANGEMENTS FOR COURIER DELIVERIES

Checking the Delivery

When your order arrives, you will be asked to sign to say that you have received the goods and that they are in good condition.  Please check the external packaging for any damage.

Damage to the Delivery 

If you find any damage, you have the choice of signing for the delivery as DAMAGED or rejecting the delivery entirely.  Please note if you sign for the delivery as damaged, the courier will leave the damaged goods with you; they will only take away full deliveries that have been entirely rejected.

You have up to 3 days to inform us that the delivery arrived damaged.  We will arrange for a replacement item to be delivered to you as soon as possible, at which time the damaged item will be collected and taken away by the driver.

SPECIAL ARRANGEMENTS FOR PALLET DELIVERIES

SPECIAL ARRANGEMENTS FOR COURIER DELIVERIES

Checking the Delivery

When your order arrives, you will be asked to sign to say that you have received the goods and that they are in good condition. Please check the external packaging for any damage.

Damage to the Delivery

If you find any damage, you have the choice of signing for the delivery as DAMAGED or rejecting the delivery entirely. Please note if you sign for the delivery as damaged, the courier will leave the damaged goods with you; they will only take away full deliveries that have been entirely rejected.

You have up to 3 days to inform us that the delivery arrived damaged. We will arrange for a replacement item to be delivered to you as soon as possible, at which time the damaged item will be collected and taken away by the driver.

SPECIAL ARRANGEMENTS FOR PALLET DELIVERIES

Arranging the Delivery

Before a pallet delivery is attempted you will get a phone call from the courier company to arrange a convenient day and time bracket for you to receive your pallet.

Checking the Delivery

When your order arrives, you will be asked to sign to say that you have received the goods and that they are in good condition.
Your pallet delivery driver will wait up to 20 minutes while you check the condition of your goods. Please check both the external packaging and the product inside for any damage.

If you know you will be accepting a heavy delivery, please ensure that you have arranged for enough people to carry your goods into your home. The drivers are only insured to deliver goods to the kerb and are not required to carry goods into your home.

Damage to the Delivery

If you find any damage, please sign the pallet as 'DAMAGED' and the driver will take the damaged pallet away.

If you are having multiple items delivered and only some are damaged, please sign 'DAMAGED' for the goods that are damaged. You have the choice of accepting the undamaged goods or rejecting the entire delivery.

Important Note

Please note that arranging a date and time for a pallet delivery constitutes a contract between yourself and the delivery firm that you will be there and ready to accept the pallet at the time you specify.

If you are not available to receive the delivery, the pallet will be returned to your local courier's depot and you will be charged a full pallet delivery fee again for any subsequent redelivery attempts.

CLAIMS

Claims for Damaged Goods

No claims for damages will be accepted where there is a clean signature for delivery. Only claims where the goods were signed for as 'DAMAGED' can be entertained.

If Someone Else will be Signing for your Goods

If someone else is signing for the goods on your behalf, you agree to ensure that your nominated signatory checks the goods prior to acceptance.

You agree to accept full responsibility for any loss or damage if the nominated signatory signs on your behalf and fails to check the delivery.

You agree to indemnify us in full for any losses we suffer as a result of your accepting goods and signing a delivery note without checking the goods for carrier damage.

All goods must be signed for by an adult aged 18 years or over on delivery.

Finally

Thank you for your order. We appreciate your business. If you have any questions, please do contact us and let us know how we can help you.