Please complete the following form in its entirety to allow us to process your return accordingly
Returns are governed by the timescales for the service – See terms*
Getting collection day right
The collection team can only take items that are packed to the courier’s conditions. Meeting them first time avoids a failed collection – Any failed collection due to the conditions below not being met, or persons not present carries a £70 charge, on top of any other return fees.
Conditions For A Return:
- Any boxes that have been opened and are to be resealed MUST be resealed with CLEAR TAPE ONLY. Please DO NOT use brown or duct tape as this grades the boxes. If any tape other than clear tape is used a charge of £50 per box will be applicable for replacing the box and processing
- The pallet MUST be in its original ‘A-Frame’ format. If the pallet has been dismantled, it MUST be built once again with fixings appropriate to stay integral during transit. Goods must not be laid flat on a pallet if it arrived on an A-Frame; this will ruin any goods and this may result in a full deduction from any refund for the damages.
- Lats MUST be used to secure the upright pallet – Failure to do so will result in the collection team refusing to collect the item
In the event you require pallet cling wrap or other materials to secure the pallet we can arrange to have this sent before the collection. please email us to arrange for this to be sent
In the case where a return is requested, only in the event of a product fault/delivery damage will the return postage be paid by us
We will arrange a courier collection on an agreed date or refund any costs of postage incurred upon receipt of those costs.
If the courier collection fails for any reason other than fault lying at ours or the arranged courier’s hands, the responsibility of the return and the cost must then be covered by the complainant, and no further collection will be offered unless a secondary fee is agreed and paid prior.
Please note: we only offer a returns collection service within the UK mainland. If a return is requested for a reason not relating to product fault, for example, but not limited to the following: wrong size, unsuitable or change of mind, the cost of the return and its arrangement is to be paid and actioned by the purchasing party unless otherwise agreed
To cancel or return an untouched and uninstalled item due to a fault that is not ours, for example, an inappropriate installation environment (please see our installation page of the website, unit installation guides) or unit unsuitability, incurs a minimum handling, restocking and collection charge of £160 or 10%, whichever is greater, should you wish for us to make the collection.
Orders of custom-made or adapted goods are non-returnable. Liability for the return of the item is the responsibility of the customer/purchaser for ‘change of mind’ returns. In line with the Long-Distance Selling Act, you have 14 days from receiving the goods to request a return.
