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We’re committed to selling high-quality products, however also know that there are times when you need to exchange or return an item bought from us.
Before returning any products to us contact us first with your order and invoice details and reasons for wanting to send your purchase back to us. You will need to obtain a returns reference number in order to complete your return. There are two options for contacting us to arrange your return; by telephoning Customer Services or completing the Online Returns Form.
Your return should be accompanied by the returns reference, your proof of purchase, your name, address and phone number, customer account number and order reference number (most of this information should be detailed on your invoice). Transport packaging should be sufficient for the method of carriage. We cannot accept any responsibility for damage caused by your carrier.
If the goods are faulty or have become faulty and are within their warranty period, normally 1 year from the date of purchase; or if they are subject to our 3 year machinery warranty programme, 36 months; or if they are subject to a manufacturer’s warranty whatever is offered by the manufacturer, then please contact us with details of the fault. Our Customer Services Team will get back to you and arrange for the goods to come back to us for repair or replacement if a repair will not be possible.
Should you receive any parcel from us that contains damaged goods this should be notified to Customer Services, as soon as possible, but no later than 7 days from receipt. The Customer Services Team will arrange for the collection of the item. If you have used an item damaged in delivery, we will consider that you have accepted it and you will only be entitled to a repair and not a replacement.
If the contents of your delivery differ from what you were expecting or what appears on your invoice, please advise us of the item you expected to receive and the item you actually received. Our Customer Services Team will get back to you with a returns number and return address.
Should any consignment be sent to you incomplete please contact our Customer Service Department immediately or at least within 7 working days, they will be pleased to investigate this for you and to arrange for the completion of your order. Please be aware that back-ordered items that are "to follow" do not constitute shortages.
Our returns policy is produced in accordance with and will always defer to our published terms and conditions, and in the event of any conflict between them and this policy the terms and conditions shall prevail.
For the avoidance of doubt, nothing in this policy shall affect or modify your statutory rights of cancellation in accordance with our published terms and conditions.
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