Refund policy

Our Approach

We aim to be fair and helpful in dealing with any return enquiries and will always consider requests on their individual merits. As a trade supplier, returns are handled in line with this policy and our Terms & Conditions.

 

Faulty or Incorrect Goods

If goods are delivered faulty, damaged, or incorrectly supplied, please notify us as soon as reasonably possible and ideally within 48 hours of delivery, so we can investigate and resolve the issue promptly.

Where a valid issue is confirmed, we will work with you to agree an appropriate solution, which may include a replacement, repair, credit or refund, depending on the circumstances.

 

Inspection of Goods

Customers are asked to inspect goods on delivery and advise us promptly of any shortages, damage or discrepancies. Early notification helps us resolve issues quickly and efficiently.

 

Returns by Agreement

In some circumstances, subject to prior agreement, we may be able to accept the return of goods that are no longer required.

To request a return, customers must first contact us by email to obtain a Returns Authorisation (RA) number. Returns sent without prior authorisation may not be accepted.

 

Approved returns must be:

• unused and in their original condition;

• suitable for resale; and

• returned in appropriate packaging where applicable.

Approved returns may be subject to a handling or restocking charge.

 

Processing of Returns

Once authorised goods have been received back at our warehouse, returns will normally be inspected and processed within 14 days. We will notify you once processing has been completed and advise of any agreed credit, refund, or replacement.

 

Items Not Normally Eligible for Return

Certain items cannot usually be returned, including bespoke, cut-to-length, or special-order products or goods that have been used or altered after delivery.

 

Return Costs

Unless a return is due to an error on our part or a confirmed fault, return carriage costs are normally the responsibility of the customer. We recommend using a tracked service, as goods remain your responsibility until received by us.

 

How to Request a Return

To discuss a return and obtain a Returns Authorisation number, please contact us by email with your order details. We will advise you of the next steps.