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Returns, Cancellations and Refunds (Retail Consumers – UK)

Your Statutory Rights

Nothing in these terms affects your statutory rights.

Your consumer rights are protected by UK law, including:

 

Statutory Right to Cancel (Distance Sales)

If you are a consumer, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel your order within 14 days of receiving the goods, without giving any reason, unless an exemption applies.

The cancellation period begins the day after the goods are received.

To exercise your right to cancel, you must notify us of your decision by a clear statement (for example, by email or letter) within the 14-day cancellation period.

 

Returning Goods After Cancellation

If you cancel your order within the statutory cancellation period:

  • You must return the goods within 14 days of notifying us of cancellation
  • You are responsible for the cost of returning the goods, unless the goods are faulty or incorrectly supplied
  • Goods must be returned unused, with all original packaging, manuals, accessories and security seals intact

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

 

Refunds Following Cancellation

If you cancel within the statutory cancellation period:

  • We will refund all payments received for the goods
  • We will refund the cost of standard outbound delivery
  • Refunds will be made using the same method of payment used for the original transaction
  • Refunds will be issued within 14 days of receiving the returned goods or evidence of return, whichever is earlier

We may withhold reimbursement until the goods are received back in acceptable condition.

 

Faulty, Damaged or Incorrect Goods

If goods are faulty, damaged, not as described, or unfit for purpose, your rights are protected under the Consumer Rights Act 2015.

Depending on the circumstances, you may be entitled to:

  • A repair or replacement
  • A full or partial refund

These rights apply regardless of whether the goods were purchased online, by phone, or in person, and return costs will not be charged to you where a fault is confirmed.

 

Exclusions from the Right to Cancel

The statutory right to cancel under the Consumer Contracts Regulations does not apply to:

  • Goods made to your specifications or clearly personalised
  • Products that are made or cut to order (including bespoke heating cable lengths)
  • Sealed goods not suitable for return for health or hygiene reasons once unsealed
  • Goods that have been installed, used, or altered after delivery

 

Goodwill Returns (Unused Goods)

In addition to your statutory rights, we offer a goodwill returns policy for unused goods:

  • You must notify us within 30 days of delivery if you wish to return an unwanted or unsuitable product
  • Goods must be unused, in original undamaged packaging, and in a fully resalable condition, complete with all manuals, accessories and seals
  • You are responsible for the cost of returning the goods
  • Delivery charges are non-refundable for goodwill returns

Handling charges may apply to goodwill returns:

  • 15% handling charge for returns requested after 15 days from delivery
  • 25% handling charge for returns requested after 30 days from delivery
  • No returns accepted after 180 days from delivery

Handling charges do not apply to faulty goods returned in accordance with the Consumer Rights Act 2015.

 

Condition of Returned Goods

  • We cannot refund goods returned damaged, incomplete, used, or without original packaging
  • Fragile items must be packaged carefully; refunds can only be issued if items are received unbroken and in a resalable condition
  • Goods returned with broken or missing security seals may require re-testing; any applicable charges will be confirmed before processing

If returned goods are not in acceptable condition, they may be returned to you at your expense.

 

Returns Authorisation

Before returning any goods, you must contact us to request a Return Form.

Returns will not be accepted unless a valid Return Authorisation Number has been issued and clearly referenced.

 

 

Delivery Charges

Standard delivery charges are calculated as follows:

  • £10.00 (inc. VAT) for the first 10 kg
  • £0.60 (inc. VAT) for each additional 1 kg

Delivery charges are non-refundable for goodwill returns outside the statutory cancellation period.

 

 

Faulty, Damaged or Missing Goods

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.

Faulty or Damaged Products

If you believe a product is faulty or has been damaged, please contact us as soon as possible and provide as much information as you can to help us assess the issue.

We may ask for additional details to understand the problem, which may include photographs of the product, packaging, or delivery condition.

Please do not return any items unless we ask you to do so, as returning goods without authorisation may delay or prevent us from resolving your claim efficiently.

Goods Damaged in Transit

If goods are damaged before or during delivery, we will offer a repair, replacement or refund at no additional cost, in accordance with your rights under the Consumer Rights Act 2015.

We ask that you notify us as soon as reasonably possible after delivery, as prompt notification helps us investigate delivery issues with our carriers. However, failure to notify us immediately does not affect your statutory rights.

Lost or Missing Deliveries

If your order has not arrived or items are missing, please contact us as soon as reasonably possible after the expected delivery date.

Where goods are confirmed as lost in transit, we will provide a replacement or refund at no additional cost.

Return Costs for Faulty Goods

Where goods are confirmed to be faulty, damaged, or incorrectly supplied:

  • We will cover reasonable return costs, or
  • Arrange collection where appropriate

You will not be charged for delivery, handling, or inspection in these circumstances.