Question 1

What is your returns policy?

Accepted Answer

Unused, undamaged stock items in their original packaging may be returned within 14 days of delivery. Items must be in a re-saleable condition. Bespoke, cut-to-size and special-order materials are non-returnable.

Question 2

How do I arrange a return?

Accepted Answer

Contact our team with your order number and the items you wish to return. We will issue return instructions and, where appropriate, arrange a collection.

Question 3

Who pays for return delivery?

Accepted Answer

Return carriage is at the customer's cost unless the goods were damaged in transit, defective or supplied in error. In those cases we cover the cost of collection in full.

Question 4

Is there a restocking charge?

Accepted Answer

A restocking charge of up to 20% may apply to large or palletised returns, reflecting supplier handling costs. The exact charge is confirmed in writing before collection is booked.

Question 5

What if my goods arrive damaged?

Accepted Answer

Inspect your delivery on arrival, sign the delivery note as 'damaged' and contact us within 48 hours with photographs of the packaging and product. We will arrange a replacement or refund.

Question 6

What if I receive the wrong product?

Accepted Answer

Contact us within 48 hours of delivery with your order number and photographs. We will collect the incorrect goods at no cost and dispatch the correct items as a priority.

Question 7

How long do refunds take?

Accepted Answer

Refunds are processed within 5 working days of the returned goods being received and inspected. Funds typically clear in your account within a further 3–5 working days, depending on your bank.

Question 8

Can I return special-order or cut-to-size materials?

Accepted Answer

Special-order, made-to-measure and cut-to-size items are non-returnable unless they are defective or supplied in error.

Returns and refund questions answered.

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