Returns Policy

Returns Policy

This policy should be read in conjunction with our Terms and Conditions of Sale and our Installation Terms and Conditions. In the event of a conflict between this policy and our terms and conditions, our terms and conditions will apply. We want the shopping experience to be as simple and straightforward as possible. We also want our customers to be satisfied that they got the products they wanted, when they wanted them, at the best possible price. To ensure that we always meet these targets we apply our ' Customer Satisfaction Guarantee' to every order. This means that if a customer is not completely satisfied with any part of the order - for whatever reason - that order can be returned to us within 28 days.

Our Returns Policy - Goods

This returns policy does not apply to services (installations, etc.). Please see our separate Installation Terms and Conditions policy and the cancellation information (detailed below) in relation to the Consumer Regulations.

We ask that our customers follow these simple guidelines to help us to process any return as quickly and efficiently as possible:

  1. Please keep the order reference to hand. This confirms the details of the original order and gives us the necessary information to authorise the product's return.
  2. Contact our Customer Services Team on 01452 221443 (or e-mail us at We will then send out a completed 'Return Authorisations Sheet' which just needs to be attached to the item(s) to be returned.
  3. Agree a convenient time for the item(s) to be picked up by one of our couriers.
  4. If the order has been unpacked, re-package it to ensure that it is suitable for carriage and is being returned in its original condition.
  5. Obtain a 'Proof of Return' receipt from the Courier.

We believe that our Returns policy is quite simple but there a number of conditions that we ask our customers to comply with before applying:

  1. It is the customer's responsibility to request a return. If we don't know that a return has been requested, we can't action it. Once we do know, we will do everything we can to action it.
  2. If we have not received a return request within 28 days of delivering the order, we will have assumed that the customer is intending to keep it and we will not authorise a return.
  3. We always refund the payment according to how the original purchase was made and aim to do so within 72hrs of the return being received by us.
  4. Returned goods are liable for a 20% handling and repackaging charge if the order is not returned in its original, unopened packaging. This charge will be subject to our inspection of the returned goods.
  5. Delivery surcharges (Next Day or Saturday delivery for example) will not be refunded unless the delivered goods are faulty.
  6. Replacement products are dispatched immediately after the returned goods have been received by
  7. Any item that develops a fault within six months of the delivery date is eligible for either a replacement or a refund. (Delivery costs are also reimbursed for faulty items.) Please contact our Customer Services Team on 01452 221443 first if you believe that your item has developed a fault.
  8. Custom-designed/made to order products are excluded from our Returns policy. Such products can only be returned in accordance with the legal rights of a consumer.

Please note that notifying us of an intention to apply for a return, saving the delivery paperwork and keeping the order in its original packaging will help both parties to process the return quickly.

If you have any questions about our Returns policy please telephone us on 01452 221443 or email us at

Please note: our Returns Policy does not affect your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ('Consumer Regulations') which are explained below.


Right to Cancel under the Consumer Regulations

The following information explains how to exercise the right - under the Consumer Regulations - to cancel a contract with us. But please also bear in mind that in many cases our own Returns Policy may be more applicable or more suitable.

A customer has the right to cancel a contract with us - for goods or services - within 14 days without giving any reason.

For the purchase of goods; the cancellation period will expire after 14 days from the day on which the customer acquired, or a third party other than the carrier and dictated by the customer acquires, the physical possession of the goods.

For the purchase of services; the cancellation period will expire after 14 days from the formation of the contract. The formation day is taken to be the day that we send out our confirmation email.

To exercise a right to cancel, the customer must inform us using one of the following methods,, Riga Wharf, 380 Bristol Road, Gloucester, GL2 5DH, email: or telephone: 01452 221443. This notification must be by a clear statement (e.g. a letter sent by post, fax or email). The Cancellation Form (below) can be used but it is not compulsory.

Please note: to meet the cancellation deadline it is sufficient to have sent the clear statement confirming the intention to exercise a right to cancel before the cancellation period has expired.


Effects of a Cancellation - Goods

If a customer actions a Cancellation, will reimburse all payments received from the customer, including the costs of the delivery (except for any supplementary costs arising from having chosen a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

  • 14 days after the day we receive back the supplied goods, or
  • (If earlier) 14 days after having provided evidence that the goods have been returned, or
  • (If no goods were supplied) 14 days after the day on which we were informed about the decision to cancel the contract.

We will make the reimbursement using the same means of payment that were used for the initial transaction, unless we have expressly agreed otherwise; in any event, the customer will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or have received evidence that the goods are being sent back, whichever is the earliest.

Cancelled goods are to be returned without undue delay and in any event not later than 14 days from the day on which the cancellation has been communicated to us. This deadline is considered to have been met if the goods have been sent back before the 14 day period expires.

The direct cost of returning the goods are to be borne by the customer.

The customer is only liable for any diminished value of goods resulting from the handling - other than what is necessary - to establish the nature, characteristics and functioning of the goods.

If the performance of services has already begun during the cancellation period, the customer shall pay us an amount - which is in proportion to what has been performed - up to the point when we received the communication advising us of the contract cancellation.

Where goods have been personalised or customised to particular requirements then there is no entitlement to cancel the contract under the Consumer Regulations unless the goods are defective.


Effect of Cancellation - Services

If we receive notice of cancellation during the cancellation period - and the services have not commenced - then we will refund the price paid for such services.

If we begin performance of services during the 14 day cancellation period, we will require a proportionate payment for the services which we have supplied up to receipt of the notice of cancellation. If the services have been completed prior to us receiving the required notice of cancellation then the full cost of the supplied services is required.


Cancellation Form

You can use the following form to exercise your right to cancel:

To:, Riga Wharf, Bristol Road, Gloucester, GL2 5DH, email:, telephone: 01452 221443.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods/services,

Ordered on [          ]/ received on [          ]:


Name of consumer(s):


Address of consumer(s):


Signed (you are only required to sign if returning by post):



Returns Policy