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Returns / Cancellation

Hopefully you won't need to return an item, however, if you do, it is our aim to make this as simple as possible. By following the guidance below you can help us to help you when a product is not what you expected, or is faulty. Your statutory rights are not affected by this guidance.

If you have any questions please call our customer service team on 0500 41 41 41.

30 Day Money Back Guarantee

Under our 30 Day Money Back Guarantee you can cancel your order and return unwanted goods for FREE. Items should be unused, in a saleable condition, with their original packaging and with all component parts and any promotional items received. You should include your invoice and a completed returns form.

Certain items are excluded from the guarantee. These include goods that are made to measure, cut or mixed to your requirements, also you cannot return unwanted boilers where the product box/packaging has been opened. Other excluded items are macerators and water pumps.

To return an item you can either:

  • Drop it off at your nearest branch - click here to find your nearest branch or
  • Send it back FREEPOST from your local post office - click here for a Returns form.

Post office return is not available for items over 1m in length and 2kg in weight. For these items please call our customer service team for further advice.

We also offer a carrier pick up service, however, depending on the circumstances, this may incur a charge. For more information call our customer service team on 0500 41 41 41.

For products delivered directly from our suppliers, please call our customer service team.

By law we have to provide you with this cancellation form. However, you do not have to use it and you may find one of the above methods of cancellation / return more convenient for you.

Faulty Goods

If you purchased the item less than 30 days ago you can return it under our 30 Day Money Back Guarantee. Please make sure that you return all component parts and any promotional items received. You should include your invoice and a completed returns form. Please ensure that all petrol products are drained of fuel and oil before return. If the item has already been installed, call us on 0500 41 41 41 for further advice.

If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible. Depending on the circumstances, we may offer a repair or where this is not possible we may replace the item with the same or an equivalent model.

Initially:

  • Check if the manufacturer offers a helpline, repair or warranty service. Using this service may be the fastest way to get the problem put right.

If there is no warranty or repair service, or if you wish to return a faulty item:

  • Drop it off at your nearest branch or
  • Call us on 0500 41 41 41 to arrange a FREE carrier pick up.

Please remember to include your invoice, returns form and ensure that all petrol products are drained of fuel and oil before return. If the item has already been installed, call us on 0500 41 41 41 for further advice.