Cancel an Order
If you wish to cancel an order which has not been dispatched, you must contact us by email or telephone.
If the item has already been dispatched then please follow our returns policy below
Once your order has been dispatched and if you are not happy with your goods or do not wish to keep your goods you may cancel your order within 7 working days from the day of delivery, however, we must be notified in writing by email to email@example.com of your intention to cancel.
After notification we will issue you a returns number that you must quote on the paperwork when returning the goods.
Goods must be returned 'AS SOLD' and in the original packaging complete 'AS NEW'.
Goods must be complete, unused, and in 'AS NEW' condition (e.g. if you have opened the packaging to examine the product it must have been done so without damaging the box or packaging or damaging the product in any way and must be re-packaged as received.
If the goods returned are not in a re-sellable condition and/or parts missing, we will not accept these back under the above terms and the goods will be returned back to you and the cost of delivery charged to you.
Goods must be received by our Returns Department within 14 days from authorization. We are unable to accept returns of un-wanted and non-faulty items after the 14 days.
It is your responsibility to return the unwanted items at your expense and risk. Returns will not be accepted without prior authorization. The returns authorization is valid for up to 14 days only. Goods sent back to us without prior authorization will be returned back to you and the cost of delivery charged to your account.
If you have failed to take delivery for the item, and you do not want to pay for the item to be redelivered, then once we have the item back, we will refund you excluding a handling cost of ?15 or 20% whichever is greater.
Full refund of the cost of the goods, excluding a handling cost of ?15, or up to 20% whichever is greater will be given upon the above conditions being met and the refund authorized only after a full inspection of the goods by our Returns department who will check if all the correct products have been returned and their condition. The refund will be processed in 7 working days after receiving the goods.
We cannot refund any custom cut sizes requested by the customer that we do not sell as standard.
On delivery of your item, before signing for the goods, please inspect if the packaging or the item looks damaged.
If the items or box or packaging looks damaged, you must state damaged on the paperwork, and you may refuse the delivery from the courier, failure to do this will result in your claim being rejected.
Faulty items or missing parts to your order should be reported within 24 hours after delivery. Please email us a description and photos of the defects to firstname.lastname@example.org
Once the email and photos have been received, the damage will be assessed, and we will contact you to send out spare parts or replacement unit.
We will always be able to send missing, lost items or a replacement items, however If you decide you do not want missing, lost items or a replacement item, and you want to cancel the order for a refund the item can be returned under our return policy for unwanted items, which will be at your own expense and a handling fee
Please note goods must only be returned once authorized.
Goods must be re-packaged as received. They should be re-packaged with reasonable care in order to prevent any further damage in transit back to us. All components and accessories must be returned.
You must send photo evidence so we can assess the damage and report this to our suppliers, so the damaged goods can be rectified.
If we are required to replace and collect the faulty item, it is your responsibility to be at home and hand the package to our courier. The collection will be Monday to Friday anytime from 8.00am to 6.00pm