Refund and returns policy

Draft for business review. Contact details, the return address and change-of-mind return costs must be confirmed before publication.

This policy explains the rights of customers buying as consumers in the UK. It does not limit your statutory rights. Purchases mainly for business purposes do not automatically carry the same cancellation rights; any separate trade terms must be agreed before ordering.

Changing your mind

For most online goods orders, you can cancel without giving a reason from the time you order until 14 days after the day you, or someone you nominate, receives the goods. For an order delivered in separate parts, the period normally starts after the last item arrives.

Tell us clearly that you wish to cancel within that period. You can use our contact page, send an email or write to us. You do not need to wait for approval to exercise your cancellation right.

[Business detail required: cancellation email and geographical address.]

Returning a cancelled order

Send the goods back without undue delay and no later than 14 days after telling us you are cancelling. Contact us for practical return instructions. Pack goods securely and retain proof of posting. A returns reference helps us identify your order but is not a condition of your legal right to cancel.

[Business detail required: return address, who pays change-of-mind return postage, and an estimate for goods that cannot normally be returned by post.]

A consumer can only be required to pay direct return costs where this was disclosed before ordering. Faulty or incorrectly supplied goods are treated separately below.

Your cancellation refund

We will refund the amount due using the original payment method unless you expressly agree otherwise, without a refund fee. This includes the cost of our least expensive standard delivery option. Our standard UK delivery is free. Any extra amount you chose to pay for a premium delivery service need not be refunded.

Where you return the goods, the refund is due within 14 days after we receive them or evidence that you sent them back, whichever is earlier. We may withhold reimbursement until one of those events, unless we have offered to collect the goods.

You may inspect goods as you would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not charge a cancellation or restocking fee for exercising this statutory right.

Cancellation exceptions

The statutory change-of-mind right may not apply to goods made to your specifications or clearly personalised. Any applicable exception must be explained before ordering. A product being ordered specially from a supplier does not, by itself, remove your cancellation right. Exceptions do not remove your rights where goods are faulty, misdescribed or otherwise fail to meet the contract.

Faulty or incorrect goods

Goods supplied to consumers must be of satisfactory quality, fit for purpose and as described. If they fail these requirements, you normally have a short-term right to reject them within 30 days and receive a refund. The start date and any pause during a requested repair follow the Consumer Rights Act 2015.

After that period, you may generally request a repair or replacement. This must be provided at no cost, within a reasonable time and without significant inconvenience. A chosen remedy can be refused if impossible or disproportionate compared with the alternative. If the statutory conditions are met, including a failed repair or replacement, you may be entitled to a price reduction or final rejection.

For the first six months, a fault is normally presumed to have existed when the goods were supplied unless the trader shows otherwise or the presumption is incompatible with the goods or fault. Later, evidence may be needed. A manufacturer’s guarantee is additional to your rights against us.

We bear reasonable return costs where the law requires us to do so for rejected faulty goods. Contact us to arrange return or collection. Do not send unsafe electrical goods by post without suitable instructions.

Electrical installation

Use a suitably qualified installer where required and follow the manufacturer’s instructions. Installation does not automatically remove your rights if a product was faulty when supplied. Damage caused by misuse or incorrect installation is not itself a manufacturing fault.

Optional cancellation notice

You can copy this notice or make any other clear statement:

To: [legal trader name, cancellation address and email]
I/We give notice that I/We cancel my/our contract for the sale of the following goods: [goods].
Ordered on / received on: [date].
Name of consumer(s): [name].
Address of consumer(s): [address].
Signature of consumer(s), only if sent on paper: [signature].
Date: [date].
Delete whichever wording does not apply.

Need help?

Use our contact page with your order number and a description of the issue. Your statutory rights also apply to discounted goods.

Prepared: 2 October 2026.