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45 years of trusted expertiseReturns Policy
Account holders can initiate a return directly from their Order History page once logged in.
In order to be eligible for return, your product(s) must meet the criteria below.
If you change your mind, we’re happy to take back items that are in a resellable condition within 30 days of the date of delivery or collection (as applicable). Please note this won’t affect your statutory rights.
Products purchased in branch
You can return the product to any of our branches for a refund. Please note a restocking fee may be applied to trade customers for specials.
The products must be returned unused, undamaged, in a fully saleable condition, and in the original packaging.
Products purchased online
You can return the product to any of our branches for a full refund.
The products must be returned unused, undamaged, in a fully saleable condition and packaged in such a way as to ensure that the product is not damaged.
We aim to deliver all products in perfect condition. However, if you receive a product that is not in perfect condition, please notify us and return the damaged products to any branch or we will collect the product from you free of charge.
Within 30 days from the date of delivery
If the damage or defect is not discoverable upon reasonable examination, you have 7 days from when you discover or ought to have discovered the defect to request a repair or replacement.
More than 12 months after delivery
We are unable to accept requests for repair or replacement.
We’ll offer you a refund or credit for a purchase but we will need proof of purchase (such as a receipt, invoice, return note, email confirmation or order number).
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.
- 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
- Non-faulty used hygiene products (eg. toilets or showers)
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.
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