Returns, Cancellations, Refunds and Product Warranties
We want you to be happy with your purchase. This page explains how to return an item, cancel an online order, report damaged goods, and what to do if an item is faulty.
If you need to contact us about a return, cancellation, damaged item or faulty product, please use the form on our Contact page. Please include your order number, full name, delivery address, contact details and a brief description of the issue.
Cancelling an Online Order Because You Have Changed Your Mind
If you are a consumer and you purchased goods from us online, you normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
After you tell us that you wish to cancel, you then have 14 days to return the goods to us. We will provide the return address and any relevant return instructions once your cancellation request has been received.
Unless we have agreed otherwise, you are responsible for the cost of returning unwanted goods. We recommend using a tracked and insured delivery service, as you are responsible for the goods until they are received by us.
Goods should be returned in a reasonable condition, with any accessories, manuals, parts and original packaging where possible. You are allowed to inspect goods in the same way you would in a shop, but we may reduce your refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, and this has reduced their value.
Please do not install or use goods if you intend to return them because you have changed your mind. Installed or used goods may have a reduced resale value, and a deduction may be made from your refund where permitted by law.
Refunds for Cancelled Orders
Where you cancel your order under your statutory cancellation rights, we will refund the price paid for the goods and the standard delivery charge, if applicable. If you selected a more expensive delivery option, we only have to refund the cost of our standard delivery option.
Refunds will be made using the original payment method unless we agree otherwise. We will process your refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back, whichever is earlier.
Items That Arrive Damaged
Please check your goods as soon as possible after delivery. If your item arrives damaged, please contact us as soon as reasonably possible using the form on our Contact page.
Please include your order number, photographs of the damaged item, photographs of the packaging, and a description of the damage. This helps us investigate the issue with the courier, supplier or manufacturer and arrange the appropriate next step.
Your statutory rights are not affected if goods arrive damaged, faulty, not as described or not of satisfactory quality.
Faulty Goods
If your goods are faulty, not as described, not fit for purpose or not of satisfactory quality, you may have rights under the Consumer Rights Act 2015.
In many cases, if a fault is reported within 30 days of delivery, you may be entitled to reject the goods and receive a refund. After 30 days, you may usually be entitled to a repair or replacement in the first instance. Your exact rights will depend on the circumstances, the product and the nature of the fault.
If you believe your item is faulty, please contact us with your order details, a clear description of the fault, and any supporting photographs or videos where relevant. We may ask you to carry out basic troubleshooting steps or contact the manufacturer’s support team where this is the fastest way to diagnose or resolve the issue.
Nothing in this policy limits or excludes your statutory consumer rights.
Product Warranties
Many products are supplied with a manufacturer’s warranty. For large domestic appliances, such as laundry appliances, refrigeration, dishwashers and cooking appliances, the manufacturer’s warranty period is usually one year unless stated otherwise.
The manufacturer or its nominated service agent will usually carry out genuine in-warranty repairs free of charge. You may be asked to provide proof of purchase and product details, including the model number and serial number.
A manufacturer’s warranty is separate from your statutory rights. Your statutory rights remain with us as the retailer and are not replaced by the manufacturer’s warranty.
Manufacturer warranties do not usually cover accidental damage, misuse, neglect, incorrect installation, unauthorised repair, or use of the product outside the manufacturer’s instructions. If a service engineer attends and the fault is found not to be covered by the warranty, charges may apply.
We recommend checking the manufacturer’s troubleshooting guidance before arranging a service visit, as call-out and repair charges may apply where the issue is not caused by a manufacturing fault.
Commercial Use or Commercial Premises
Some domestic appliances may not be suitable for commercial use. If a domestic appliance is used in a commercial environment, such as a school, office, hospital, rental property, business premises or shared facility, the manufacturer’s warranty may be limited or invalid depending on the product, usage and manufacturer’s terms.
If a domestic product is used in a normal domestic way on commercial premises, the manufacturer may still consider a warranty claim, but this will depend on the manufacturer’s warranty terms. If you experience difficulty with a manufacturer’s warranty claim, please contact us with the details and we will try to assist where possible.
If a product is used in a way that clearly requires a commercial-grade appliance, the domestic manufacturer’s warranty may not apply.
Extended Warranties
Extended warranties may be available on selected products. Availability, duration, cover and exclusions will depend on the product and warranty provider.
Extended warranties may be available for selected appliances such as built-in electric cookers, freestanding electric cookers, freestanding gas cookers, built-in gas cookers, tumble dryers, built-in electric hobs, fridge freezers, range cookers, built-in gas hobs, washer dryers, dishwashers, freezers, larder fridges, microwaves and washing machines.
Please check the warranty documentation carefully before purchasing an extended warranty. Extended warranties are optional and do not replace your statutory rights.
How to Start a Return or Report a Problem
To start a return, cancel an order, report damage or tell us about a fault, please complete the form on our Contact page.
Please include:
- Your order number
- Your full name and delivery address
- Your phone number and email address
- The item you are contacting us about
- Whether the item is unwanted, damaged, faulty or incorrect
- Photographs or videos where relevant
We will review your request and provide the next steps, including the return address where applicable.