Proof of purchase
We’ll offer you a refund or credit for any of the above but we will need proof of purchase (such as a receipt, invoice, return note, email confirmation or order number).
Products that cannot be returned or exchanged:
All bespoke or made to measure goods;
A faulty product, where the fault was brought to your attention before purchase;
Chemical/gas products that are unsealed;
Non-faulty unsealed electronic goods;
Non-faulty used gas valves;
Any spare parts where the seal is broken (such as PCBs, electronic goods, and fans)
Goods that deteriorate or expire rapidly once opened; and
Non-faulty used hygiene products (eg. toilets or showers).
If you cancel an order before it has been dispatched we will process your refund. However, if you cancel after dispatch, products must be returned to one of our branches for a refund.
Refunds and credits
We’ll give you a refund or credit using your original payment method.
If cash is not available in the branch, it may be necessary to refund you with a cheque. We will not refund cash purchases in any other way.
If a credit or debit card has been used, the refund may take 7-10 working days to arrive in your account.
If you purchased via a credit account, the refund will be made back to the account.
A refund/credit will not be issued if:
Damage was caused to the product by incorrect storage, application, movement, commissioning, use, or maintenance.
Where damage to the product has been caused by fair wear and tear, or misuse.
The above policy applies unless your account has a pre-agreed SLA or contract where the terms differ.