Overview
We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
Due to the size and nature of many of our products, return logistics can be more complex than standard parcel returns. We recommend contacting us before arranging a return so we can guide you through the process.
We also offer a free returns option for customers who are able to return items directly to our premises.
✔ Buy With Confidence
- 14-day returns (unused items)
- UK-based support
- Manufacturer-backed warranty
- Secure payment options
1. Your Right to Cancel (Consumers Only)
If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods, in line with UK distance selling regulations.
To exercise this right, you must notify us within this period.
2. Return Conditions
To be eligible for a return:
- The item must be unused
- The item must be in its original packaging
- The item must be in a resalable condition
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
The following items cannot be returned:
- Made-to-order products
- Items that have been used
- Items that have been installed
- Items not in their original condition or packaging
4. Return Costs
Unless an item is faulty or incorrect:
- Return shipping costs are the responsibility of the customer
- This includes pallet and courier returns
- We recommend using a tracked and insured service, particularly for large or high-value items
We are not responsible for items lost or damaged during return transit.
🏢 5. Customer Collection & Free Return Drop-Off
We offer the option to collect orders and return items directly to our premises.
Order Collection
Customers may collect their order from:
RB73 UK
Unit 1A, Chelmsford Road
Battlesbridge
Rawreth
Essex
SS11 8TD
- Collection is free of charge
- Collections are by appointment only
- You will be notified when your order is ready
Please ensure you bring suitable transport and assistance, as items can be large and heavy.
Free Return Drop-Off
Customers may return eligible items free of charge by delivering them back to us in person.
To qualify:
- Returns must be arranged in advance
- Items must meet our standard return conditions
- Items must be returned within the 14-day return period
Important Notes
- Free returns apply only when items are returned in person
- Courier or pallet returns are not free
- We cannot accept unarranged or unexpected returns
🚚 6. Returns Collection & Transport
For larger items delivered via pallet, returns require special handling.
Arranging a Collection
- Customers are responsible for arranging return transport unless agreed otherwise
- We can assist in organising a collection upon request
Collection Costs
- All return collection costs are the responsibility of the customer
- If we arrange collection on your behalf, the cost will be deducted from your refund
Preparing Your Item
Before collection, you must ensure:
- The item is securely repackaged, including strapping/fixing the product/products to the pallet
- The item is accessible at ground level
- Assistance is available if required
Failed Collections
If a collection fails due to:
- The item not being ready
- No one present
- Access issues
👉 Any additional collection charges will be passed on to the customer/deducted from your refund.
7. Faulty or Damaged Items
If your item arrives damaged or develops a fault:
- Contact us as soon as possible
- Provide photos where possible
We will assess the issue and may offer:
- A replacement
- A repair
- A refund
This will be handled in line with your legal rights.
8. Refunds
Once your return is received and inspected:
- Refunds will be issued to the original payment method
- This typically takes 5–10 working days
We may deduct an amount if the item shows signs of use beyond what is necessary to inspect it.
9. Exchanges
We do not offer direct exchanges.
If you require a different item, please:
- Return the original item
- Place a new order
10. Business Customers
Returns for business customers are not automatically accepted and are subject to agreement.
11. Important Notes
- Responsibility for goods passes to you upon delivery
- Please inspect items promptly on arrival
- Report any issues as soon as possible
12. Contact Us
If you have any questions about returns or refunds, please contact:
Email: [email protected]
Phone: 02080595454