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Faulty Goods and Returns

Returns Information

Changing your mind:

Extended returns period for Christmas. 
Anything bought between 1st - 31st December can be returned within 60 days of purchase. Usual conditions and exemptions apply. 

We want all of our customers to be happy with their purchases, but we understand sometimes you might change your mind. If that happens, don’t worry, just get in touch with our Customer Service team on 01904 696933 and we can arrange for you to return your unwanted item. You have 30 days from date of purchase to do this, and the item must be unused and in its original packaging. We’ll only cover the return postage costs on faulty or damaged items. Custom Made items are exempt from this - please see below for further information. 

Returns & Replacements

Faulty Items:

Before returning a faulty item to us please contact our Customer Service department on 01904 696933. 

If the item is less than 6 months old, we will arrange for a courier to collect* the faulty item and test the product once it arrives with us. After we have arranged a collection you will receive an e-mail confirming this and outlining the necessary steps that need to be taken before something is returned to us (e.g. how to clean your product, how to check for any faults that may not be covered under the warranty etc.).

If the item is more than 6 months old you will need to arrange to return this to us yourself, Please ensure the item is well packaged to avoid any damage in transit, and we advise you take out any necessary insurance to cover the value of the product you are returning in the event the item is damaged or lost by your chosen courier. 

Please make sure you have followed all of the maintenance checks necessary before reporting a fault. If an item is returned to us and it is not faulty there will be a £15.00* charge to cover the cost of the collection and for the redelivery of the working item. We request all items returned to us are clean, dry and free of lime scale. If an item is returned and the request hasn’t been followed it will be returned to you at a charge of £15.00. We will not reimburse return postage charges for any items sent back to us without confirmation from our Customer Service department.

Any faulty items will be replaced or refunded within 14 working days of receiving the item back to our warehouse.

*This applies to mainland UK only. Collection and redelivery charges to Highlands, Islands, Ireland and other areas will be more. 

Address for Returns:

Unit 32 Shires Bridge Business Park
York Road
YO61 3EQ