Returns Policy

Returns Process Summary

Return requests must be made within 28 days of Invoice.
Once a return request has been approved, you have a further 14 days to return the goods to us.
This means returns must be completed within 42 days of delivery.
Returns received after 42 days will not be accepted.
Defective items will be handled under the manufacturers or our warranty process, using the same returns procedure.

All items (unless damaged or faulty) must be returned in as-new, resaleable condition and in their original, undamaged packaging.

Damaged or Faulty Goods

Please inspect your goods as soon as possible after delivery

If your goods arrive damaged, faulty, missing, or incorrect, please notify us as soon as possible and within 48 hours of delivery wherever possible. Prompt notification allows us to investigate and raise a claim with the courier if required.

Please do not install or use any product that appears damaged or faulty.
If you are unable to inspect the goods at the time of delivery, please mark “NOT CHECKED” on the delivery paperwork before signing.
If damage or shortages are discovered after delivery, you should notify us within two working days of receipt.

We may request photographic evidence to support courier or warranty claims.

If you notify us of an issue, we will, where appropriate:

Replace the goods,
Make good any shortages, or
Refund the amount paid for the affected goods,
provided the returned items meet our terms and conditions.

Reporting damage within these timeframes does not affect your statutory rights if a fault becomes apparent later.

Your Right to Cancel (Distance Selling)

We offer a simple returns policy in line with the Consumer Contracts Regulations 2013.

You have the statutory right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel your order:

To raise a return, please use the ‘Raise Return’ button within your account orders.

You then have a further 14 days from the date of cancellation to return the goods.
This means you have 42 days from delivery to return your order.
After this period, returns will not be accepted.

Condition of Returned Goods

You may inspect goods as you would in a retail shop. However, all returned items must be:

Unused (beyond necessary inspection),
Not installed or fitted,
In as-new, fully resaleable condition, and
Returned in the original, undamaged packaging.

If goods are returned:

Used beyond what is necessary to establish their nature or function,
Installed, altered, or damaged,

we may decline your refund and return the item to you.

Packaging Your Return

Please ensure all returned items are securely packaged for transit.

Goods must be protected using suitable packaging materials.
Additional packaging may be required to prevent damage.
We cannot be held responsible for damage caused by insufficient or inadequate packaging during return transit.

We strongly recommend:

Obtaining proof of postage
Using a tracked and/or insured service

Refunds cannot be issued for items lost or damaged in return transit.

Do’s and Don’ts for Packaging Your Return

Do:

Use a sturdy outer box that can safely support the weight of the item.
Protect items with padding, bubble wrap, or foam to prevent movement inside the box.
Include all original accessories, manuals, and components.
Seal the package securely with strong packing tape.
Clearly label the box with your return address.

Don’t:

Use soft bags, thin envelopes, or weak packaging that may tear during transit.
Wrap items loosely or allow them to move freely inside the package.
Return items that are already damaged or missing parts, unless reporting a fault.
Use household waste (e.g., clothing, newspaper) as the main protective material.
Fail to obtain proof of postage or tracking, as we cannot reimburse lost returns.

Return Shipping & Collection

To raise a return, please use the ‘Raise Return’ button within your account orders.

Non-Returnable Items (Unless Faulty)

We cannot offer refunds or accept returns on the following items unless they are faulty:

a) Special Order Goods
(e.g. hot tub covers, refurbished pumps, or items ordered specifically from a manufacturer)

b) Sensitive electronic goods where the sealed packaging has been opened
(e.g. PCBs – printed circuit boards)

c) Goods that have been fitted or installed

Exclusions apply in line with consumer legislation.

Refunds