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Returns Policy

Non-faulty products/change of mind - In store

If you change your mind, we’re happy to take back items that are in a resaleable condition within 30 days of the date of delivery or collection (as applicable). Please note this won’t affect your statutory rights. You can return the product to us for a full refund, please note that a restocking fee may be applied to trade (business) customers for items not normally stocked. The products must be returned unused, undamaged, in a fully saleable condition and in the original sealed packaging.


Non-faulty products/change of mind - Online orders

If you change your mind, we’re happy to take back items that are in a resaleable condition. Please note this won’t affect your statutory rights. You can return the product(s) to us for a full refund as long as the products are unused, undamaged, in a fully saleable condition in original sealed packaging, and packaged in such a way as to ensure that the product is not damaged during return. You must notify us within fourteen days of receiving the goods if you wish to cancel. If this is followed then you will have another fourteen days to return the goods to us. Upon inspection and acceptance we will process the refund as soon as possible, however please allow up to fourteen days for the refund to be completed. We will refund the cost of returning goods up to the value of the original delivery cost depending on the service you use. If the cost of returning the goods is more due to a more express service for example, we will refund the cost of the original delivery cost only.
Faulty products
If you have purchased a product from us and it has been installed and you believe there to be a product fault, we strongly advise that you contact us to discuss this before uninstalling or adapting the product. Some manufacturers will want to speak with the installer in situ (or see images/videos of the installation) to rule out whether it could be an installation error before returning the product for inspection. Should this be the case we will provide you with the contact details for the manufacturer to do so. Please note this does not affect your statutory rights.
Damaged before or during delivery
We always try to ensure that products arrive with you in perfect condition, however if you should receive a product that is not in perfect condition, please contact us to arrange return of the damaged product. Please report damages within 48 hours.
Products that cannot be returned or exchanged:
  • 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; and
  • Non-faulty used hygiene products (eg. toilets or showers).


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.
Refunds and credits
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.

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