Please note if you decide within the 14-day cooling off period that you simply do not wish to retain the goods as they are unsuitable or you wish to exchange the goods, then in the first instance you should notify us of this in writing via email to our customer services department stating that reason you wish to return the goods. We will not accept any such requests verbally over the telephone or otherwise. Initially, you will receive an automated receipt to acknowledge your email. Thereafter, we will send you a further email setting out the return’s procedure & costs where applicable to return the goods you purchased. Goods should always be fully insured to cover the full value of the goods when being returned in case they are lost or damaged in transit. Goods must be returned in the same good condition as supplied, unused and in their original packaging together with any pallet or specialised packaging they were delivered with where applicable. You will be liable for the entire costs of returning unwanted goods including administration, transportation & repackaging costs we incur on your behalf to facilitate & process the return, unless we delivered goods to you in error or it they were faulty or damaged. We will not accept any goods being returned without a valid returns number clearly marked on the outside of the packaging which would be refused on arrival. Once we authorise the return, we will issue you with a valid RTN returns number. If on receipt of the returned goods we find the packaging or goods are damaged in anyway or parts are missing, then we are entitled to make a charge for damage or missing parts which may affect the amount that we refund to you or in a worst-case scenario no refund at all if the goods are deemed unsaleable. Goods must also be returned to us within 14 days from the date of your email advising you wish to return them unless we specifically state otherwise in writing to you, via email. Once the 14 days have passed no returns will be accepted and any attempt to return goods will be rejected. Any items that have been customised or personalised otherwise known as bespoke goods, made to order, cannot be refunded or cancelled at any stage once the order has been placed.
If a product is installed and is found to be faulty or develops a fault within the first twelve months of purchase, we would initially advise you to consult the user and installation instructions booklet for the product. Most manufacturers include a ’trouble shooting guide’ which may enable you to locate the problem and possibly rectify it immediately unless it is gas related in which case you will need to consult a qualified engineer. If you are unable to correct the problem and it still exists then the manufacturer of the product may be able to attend under the first year of the manufacturers guarantee to remedy the situation. If, a manufacturer does not offer any engineer support or they feel it would be better to simply exchange the goods then they may decide to send you replacement goods for exchange instead. In these instances, the goods will normally be collected first before any replacement goods are sent which will be done once the faulty/damaged goods have been returned. The manufacturers details are normally on the user / installation booklet or data badge/plate on the appliance or you can find their details in our customer services section of our site under either brochures or brochures & manufacturers. In instances where a product arrives with a fault and or damage on receipt and you have notified us within the prescribed timescales as stated within our terms & conditions and indicated this on the delivery note or electronic device when you signed for the goods on delivery. Then the goods will either be collected from you for a full refund and or exchanged, if exchanged the faulty/damaged goods will be collected first then a replacement will be sent once the faulty/damaged goods are returned. However, the goods do need to be collected in the same manner as they were delivered with all packaging intact including any pallets where applicable in order to ensure their safe return to minimise further damage or issues occurring. Unless stated otherwise on the product you purchased all deliveries are 1 man to kerbside only. Any arrangements you made for additional assistance to move the goods to your property on the original delivery would also need to be arranged again by you when the item is collected from you. So, if you made arrangements for the goods to be carried from Kerbside then the goods would need to be returned to kerbside when collected. However, if you need any further assistance then you can email us at [email protected]
We hope you found the answers to the questions you may have had relating to delivery and returns. However, if you have any additional questions unanswered, then simply email us at the address above and a member of our Customer Services Team will come back to you by return with a reply.