Refund policy

Returns and refunds: faulty, damaged or incorrect goods

By law, we must provide goods that are of satisfactory quality, fit for purpose, as described at the time of purchase, in accordance with any pre-contract information we have provided, and that match any samples or models that you have seen or examined (unless we have made you aware of any differences). If any goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect goods, please contact us as soon as reasonably possible to inform us of the fault, damage or error, and to arrange for a refund, repair or replacement.

Beginning on the day that you receive the goods (and ownership of them) you have a 30 Calendar Day right to reject the goods and to receive a full refund if they do not conform as stated above.

Alternatively, you may request a repair of the goods or a replacement. We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, we may instead offer you a full refund.

If you request a repair or replacement during the 30 Calendar Day rejection period, that period will be suspended while we carry out the repair or replacement and will resume on the day that you receive the replacement or repaired goods. If less than 7 Calendar Days remain out of the original period, it will be extended to 7 Calendar Days. If, after a repair or replacement, the goods still do not conform (or if we cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the goods at a reduced price, or to reject them in exchange for a refund. If you exercise the final right to reject the goods more than six months after you have received the goods (and ownership of them), we may reduce any refund to reflect the use that you have had out of the goods.

Please note that you will not be eligible to claim if we informed you of the fault(s), damage or other problems with the goods before your purchase of the them (and it is because of the same issue that you now wish to return them); if you have purchased the goods for an unsuitable purpose that is neither obvious nor made known to us and the problem has resulted from your use of the goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage.

To return goods to us for any reason under this clause, please contact us to arrange for a collection and return. We will be fully responsible for the costs of returning goods.

Refunds (whether full or partial, including reductions in price) under this clause will be issued within 14 Calendar Days of the day on which we agree that you are entitled to the refund. Any and all refunds issued under this clause will include all delivery costs paid by you when the goods were originally purchased. For further information on your rights as a consumer, please contact your local Citizens' Advice Bureau or Trading Standards Office.

Returns and refunds if you change your mind

If you are a consumer you have a legal right to a “cooling off” period within which you can cancel the contract for any reason. This period begins once your order is complete and we have sent you your order confirmation.

If the goods are being delivered to you in a single instalment (whether single or multiple items), the cooling off period ends 14 calendar days after the day on which you receive the goods. If the goods are being delivered in separate instalments on separate days, the cooling off period ends 14 calendar days after the day on which you receive the final instalment of goods.

If you wish to exercise your right to cancel, you must inform us of your decision within the cooling off period. We may ask you why you have chosen to cancel and may use any answers you provide to improve our goods and services, however please note that you are under no obligation to provide any details if you do not wish to.

Please ensure that you return goods to us no more than 14 calendar days after the day on which you have informed us that you wish to cancel. You may return goods to by post or another suitable delivery service of your choice to our returns address Kingfisher Way, Hinchingbrooke Business Park, Huntingdon, Cambridgeshire PE29 6FN. Please note that you must bear the costs of returning goods to us.

Refunds when will be issued to you within 14 calendar days of the following:

The day on which we receive the goods back; or the day on which you inform us (supplying evidence) that you have sent the goods back (if this is earlier); or, if we have not yet dispatched the goods, the day on which you inform us that you wish to cancel the contract.

Refunds may be reduced for any diminished value in the goods resulting from your excessive handling of them. Standard delivery charges will be reimbursed in full as part of your refund. Please note, however, that we cannot reimburse for premium delivery. Refunds will be made using the same payment method that you used when ordering the goods.