Use our Contact page and 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 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 telling us you wish to cancel, you then normally have 14 days to return the goods. We will provide the return address and any relevant return instructions once your cancellation request has been received.
Unless agreed otherwise, you are responsible for the cost of returning unwanted goods. We recommend using a tracked and insured delivery service because you remain responsible for the goods until they are received by us.
Goods should be returned in a reasonable condition with accessories, manuals, parts and original packaging where possible. We may reduce a refund if 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 where permitted by law.
Refunds for cancelled orders
Where you cancel under your statutory cancellation rights, we will refund the price paid for the goods and the standard delivery charge where applicable. If you selected a more expensive delivery option, only the cost of the standard delivery option normally needs to be refunded.
Refunds will be made using the original payment method unless otherwise agreed. We will process the refund within the applicable legal timescale after receiving the returned goods or evidence that they have been sent back.
Items that arrive damaged
Please check goods as soon as possible after delivery. If an item arrives damaged, contact us as soon as reasonably possible.
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 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. Exact rights depend on the circumstances, product and nature of the fault.
If you believe an item is faulty, contact us with your order details, a clear description of the fault and supporting photographs or video where relevant. We may ask you to carry out basic troubleshooting or contact the manufacturer’s support team where that is the fastest route to diagnosis or resolution.
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 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 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 outside the manufacturer’s instructions. Charges may apply if an engineer attends and the fault is found not to be covered.
Commercial use or commercial premises
Some domestic appliances may not be suitable for commercial use. Using a domestic appliance in a school, office, hospital, rental property, business premises or shared facility may limit or invalidate the manufacturer’s warranty depending on the product, usage and warranty terms.
If a domestic product is used in a normal domestic way on commercial premises, a manufacturer may still consider a warranty claim. If you experience difficulty with a manufacturer warranty claim, contact us and we will try to assist where possible.
Extended warranties
Extended warranties may be available on selected products. Availability, duration, cover and exclusions depend on the product and warranty provider.
Please check warranty documentation carefully before purchase. 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, complete the form on our Contact page.
- 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.