Problem with your order?
If you’ve got any questions, queries or problems with your order, please contact us quoting your order number.
Don’t want your item?
Under 28 days: If you don’t want your order, you can either return it to our store with your invoice or send it back to us. For easy shipment we have set up a link with CollectPlus. You can pay by card or PayPal and download a PDF label to attach to the returns parcel.
When you drop off the parcel at any CollectPlus location a receipt will be issued as proof-of-postage and a tracking code to follow it online. Depending on the item, you may be subject to a 15% restocking charge.
On cancellation/return, where you have received the goods, you must return the goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of notification to us, (unless we agree in writing that you may dispose of them; in which case please comply with the manufacturer’s instructions before disposing of hazardous goods).
You must return goods with all components and also any promotional items received (including free gifts) or discounted additional products. If we agree to collect the goods from you then we may charge a fee for this.
Under 28 days: If your item is faulty, you can return it to our store for a full refund or exchange, or you can send it to us via CollectPlus. You can pay by card or PayPal and download a PDF label to attach to the returns parcel.
When you drop off the parcel at any CollectPlus location a receipt will be issued as proof-of-postage and a tracking code to follow it online. If you send us your receipt we will refund the returns cost as well as the original item cost.
Over 28 days: Check if the manufacturer of your item has a helpline, a repair or warranty service, or a collect and repair service. If there’s no warranty or repair service, email us at firstname.lastname@example.org or drop into our branch and speak to a member of the team about what to do next.
When you return items to us, please include all parts, components and extras and drain any fuel and oil.
We don’t accept returns on any bagged products, e.g. plaster or cement and bespoke items such as mixed paint are excluded.
There are some items that are excluded from the 28-day unwanted items return: made-to-measure goods (items cut or mixed to your requirements), used macerators, toilets, water pumps, and boilers where the box/product has been opened. Return items 1m in length or 2kg in weight cannot be returned via post office – please contact us at mailto for advice on posting these items.
Click & Collect Order Cancellation
If you wish to cancel your click & collect order you must contact us on 01306 628114 to arrange the cancellation. For us to process the refund we will require you to have the same card you paid for the order available so we can refund the money back into your account.
Courier Delivery Order Cancellation
Cancellation: You may cancel an order and receive a full refund, to do so please email email@example.com and reference your order number. You are able to cancel up until the order is dispatched for delivery. Once the goods are out for delivery, you will need to take delivery of the goods before you can cancel/return any goods.
Returns after Delivery: You may cancel your order and return any of the goods purchased to us by giving us notice of cancellation within 28 days of the date of delivery. You will lose your right to cancel after the expiry of the 28 day period (this does not affect your rights if there is any problem with the goods).