REFUND AND RETURNS POLICY

 

We sincerely hope that you are delighted with your purchase. However, we understand that occasionally, items need to be returned. To ensure this process is simple and straightforward, please follow the steps outlined below.

Contents
  • Applicable for ALL returns
  • Returns/Cancellations Procedure
  • Refund Information
  • Refund FAQ’s
  • Premium and Timed Courier Services
  • Products which cannot be returned or exchanged
  • Damages and Issues
  • Legal
  • Need Help?
Applicable for ALL returns
  1. All returns must be authorised. 
  2. The costs pertaining to the return of goods is to be paid by you, the Customer.
  3. All goods being returned remain in your custody and your responsibility until signed for and accepted by us or our appointed agent.
  4. Insurance to cover the cost of the item during transit is recommended, but at your own discretion.
  5. Goods must be returned complete, and in “as new” condition, including all original packaging, any and all promotional material, manuals, cables, CD’s etc. for that product.
  6. Goods being returned must have the returns number provided on the address label. 
  7. Goods are to be received by us within 14 days of the returns number being issued. 
  8. We must be notified that a product is faulty within 48 hours of delivery.
  9. Restocking of products fee applies. See “Refund Information”.
Returns/Cancellations Procedure

Cancellation – Prior to dispatch of goods

If you wish to cancel your order;

  1. Prior to dispatch of your item(s), please notify us immediately by completing our Contact Us form.
  2. Please select the option “Cancellation of Order” and include your order number in the body text.
  3. If goods have already been dispatched; please follow the returns process below.

How to return an item

  1. Initiate your return. To start a return, please complete our Returns Form.
  2. We aim to respond within 48 hours on having received your return request.  

What happens next?

  • After your return request has been received and processed. We will provide you with your returns number and returns shipping label.
  • Prepare the item. Repackage the item securely in its original packaging, if possible, to prevent damage during transit.
  • Ship the item. Use the return label provided through our returns process to send the item back to us.
  • Once we receive and inspect the returned item, we will provide you with written confirmation on the outcome of your return along with refund status information (where applicable, see refunds below).
  • All goods being returned must be received by the company within 14 days of the returns number being issued.  

Items returned to us without adhering to this process will not be accepted and returned back to you.

We would recommend using a reputable and tracked service to ensure safe receipt of goods. As we will accept no responsibility for returned goods lost or damaged in transit. Please see Premium and Timed Courier Services for further information.

Refund Information

Goods purchased within 14 days or less

Return reason; Unwanted

Item is being returned within 14 days of delivery.

AS NEW – Unopened, Unused, Unmarked.

If you have decided to return goods you ordered, you may do so by requesting a returns number within 14 days of receiving your items. The goods must be returned in a fully resalable condition as specified below.

What Does ‘As New’ and ‘Resalable’ Mean?

To qualify for a return under the terms ‘as new’ and ‘resalable,’ the goods must meet the following conditions:

  • Unopened Goods: The items should be in their original, delivered state, maintaining all packaging and content as initially provided. 

  • Unused Goods: The items must not have been used in any capacity.

  • Intact Security Seals: Any software seals or manufacturer’s security seals should remain unopened.

  • Unmarked Goods: Both the items and their packaging should be free from marks or damage.

  • Fully Resalable Condition: The items should be in a condition that allows them to be resold at their original value.

Refund Details

What Will I Get Refunded?

  • You will receive a refund for the original full value of the goods returned.
  • The Customer will be charged an administration restocking fee of 20% for returns where neither the Company nor the Manufacturer are at fault. These fees will be deducted from the applicable refund where due, within 30 days, and applied to the originating payment method used when purchasing the goods.

Will I Get Any Delivery Costs refunded?

  • Return Shipping Costs: The cost of returning unwanted goods is your responsibility as the customer.

  • Original Delivery Costs: We will refund the original delivery costs up to the maximum value of the lowest cost standard delivery for the items you purchased.

  • Premium Delivery Costs: Please note, any premium delivery costs will not be refunded.

By adhering to these guidelines, you can ensure a smooth returns process and receive the appropriate refunds.

Goods purchased within 14 days or less

Return reason; Unwanted

Item is being returned within 14 days of delivery. 

AS NEW – OPENED

If you have changed your mind about the goods you ordered and wish to return them, you may do so by requesting a returns number within 14 days of receipt of the items. Please be aware that you are liable for any diminished value of the goods resulting from handling, especially if it exceeds the sort of handling that might reasonably be allowed in a shop.

Refund Details

What Will I Get Refunded?

  • You are entitled to a refund less any reduction in value due to excessive handling. Please see “What type of handling will affect the refund value”. 
  • The Customer will be charged an administration restocking fee of 20% for returns where neither the Company nor the Manufacturer are at fault. These fees will be deducted from the applicable refund where due, within 30 days, and applied to the originating payment method used when purchasing the goods.

What Type of ‘Handling’ Will Affect the Refund Value?

Opening, Breaking Packaging Seals, or Removing Packaging: Any action that compromises the original packaging, such as opening or breaking seals, can affect the refund value.

Using the Goods:- Once goods have been used, their resale value diminishes, impacting the potential refund.

Breaking Manufacturer’s Security Seals:- Security seals are placed to ensure the item’s integrity. Breaking them may decrease the item’s value.

Marking or Damaging the Goods, Including the Packaging:– Any marks or damage to the product or its packaging can render the item unsellable, thus affecting the refund.

Important: Any of the above may deem the item unsalable and therefore valueless, negating an authorised return and refund.

Will I Get Any Delivery Costs Refunded?

  • Original Delivery Costs: We will refund the original delivery costs up to the maximum value of the lowest cost standard delivery for the items you purchased.

  • Premium Delivery Costs: Premium delivery costs will not be refunded.

  • Return Shipping Costs: The cost of returning unwanted opened goods is your responsibility.

By adhering to these guidelines, you can ensure a smooth returns process and receive the appropriate refunds where applicable.

Goods purchased from 15 – 30 days

Return reason; Unwanted

Item is being returned from delivered goods from day 15 – 30 days of delivery.

AS NEW – Unopened, Unused, Unmarked.

For products purchased within 30 days of delivery. If the product(s) are unopened, Unused and Unmarked and all the terms as laid out in the above paragraph entitled “AS NEW – Unopened, Unused, Unmarked” are met. The same Terms and Conditions will apply as will the refunds policy.

AS NEW – OPENED

As product(s) have been opened, regrettably we are unable to offer any reimbursements.

 

Additional Tips

  • Keep Records: Always keep a record of your return shipment details, including any tracking numbers and correspondence with customer service.

  • Check the Return Policy: Familiarise yourself with the company’s specific return policy, as some may have unique requirements or conditions.

NOTE; please see below “Products which cannot be returned, exchanged or refunded”.

Refunds FAQ’s

When Will I receive my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  

Processing your refund

After approval, the refund will enter the processing stage. During this phase, the details of your transaction are verified, and the refund is prepared for transfer back to you. This step ensures that your refund is aligned with the original transaction details to prevent any discrepancies.

Once processed, a credit is automatically applied to your original payment method. This typically means the amount will be returned to your credit card or bank account. It’s important to note that the refund is credited back to the same payment method used for the initial purchase.

Timeline for Receiving Your Refund

The timeline for receiving your refund can vary, but generally, you can expect to see the credit within 10 business days. This timeframe allows for the processing and banking systems to complete the necessary transactions. Keep in mind that weekends and public holidays may affect this timeline.

What to Do If Your Refund Is Delayed

If you haven’t received your refund within the expected timeframe, consider the following steps:

  1. Check with Your Bank or Credit Card Provider: Sometimes, financial institutions can take additional time to process the credit.
  2. Review Your Account Statements: Verify if the refund was applied to your account.
  3. If the above steps have been completed, then please Contact us for further assistance.

Note; All products fitted to any Gas Appliance within the United Kingdom should be fitted by a competent person who is a member of an organisation that monitors the safe working of Gas Installers. E.g. the engineer should be on the Gas Safe Register. We may ask you to provide us with the installer’s Gas Safe number (England & Wales) or the equivalent (Scotland, N Ireland), failure to do this may result in no refund being given.

Premium and Timed Courier Services

We understand that returning items can sometimes be necessary, and we aim to make the process as smooth as possible for our valued customers. However, it’s important to note our policy regarding the use of premium or timed courier services for returns.

Using Premium or Timed Courier Services

Customers may choose to return items using premium or timed courier services. These services often promise faster delivery times and enhanced tracking options, providing an additional layer of convenience and assurance.

Discretion of the Customer

The decision to utilise these services is entirely at the customer’s discretion. While we strive to accommodate a variety of return needs, we are not able to influence the choice of courier service selected for returns. However it is our recommendation to choose a reputable service offering a tracking service, as we will accept no responsibility for goods returned lost or damaged in transit.

Refunds on Courier Costs

Please be aware that we are unable to refund the costs associated with premium or timed courier services. Our policy is to cover standard return shipping costs, but any additional fees incurred through the use of expedited or special services are the responsibility of the customer.

 

We appreciate your understanding and cooperation with our return policy. Should you have any further questions or require assistance, please do not hesitate to contact our customer support team.

Products which cannot be returned, exchanged or refunded
  • A faulty product, where the fault was brought to the “Customer” attention prior to purchase.
  • Non-faulty unsealed electronic goods.
  • Non-faulty gas valves.
  • Any spare parts where the seal is broken or tampered with (such as, but not limited to; PCB’s, Electronic goods, Fans).
  • Products or packaging physically damaged (cracked components, dents, scratches, defacement, wear and tear, written on or wilful damage) will not be accepted.
  • Where a product(s) has been used or fitted.
  • In the event where the original packaging has been opened or tampered with.
  • Unfortunately, we cannot accept returns on “Warehouse Clearance” items. Except in the case of inherently faulty goods.

Kindly note; our products (in some situations) are security marked to prevent tampering.

These provisions do not affect your statutory rights.

Damages and Issues

We understand the importance of receiving your order in perfect condition and are committed to resolving any issues that may arise. Please review the following guidelines to ensure a smooth and efficient process.

Inspecting Your Order

Upon receiving your order, we kindly ask you to carefully inspect the items. If you find that any item is defective, damaged, or incorrect, please Contact us immediately. Your prompt communication allows us to evaluate the issue and take the necessary steps to rectify it.

Return Process for Faulty Parts

If you need to return a faulty part, rest assured that we have a streamlined process in place:

  1. Manufacturer Testing: All returned parts deemed faulty will be sent to the manufacturer for thorough testing.

  2. Evaluation Outcome: If the manufacturer confirms the part is faulty, we will refund 100% of the original value to you, the customer.

  3. And/or, offer a repair or replacement of the faulty item.

To initiate a return of a faulty item, please follow our “How to return an item” set out in our Returns/Cancellations Procedure above.

Refund of Delivery Costs

We also aim to accommodate your delivery costs in the event of a return:

  • We will refund the original delivery expenses paid by the Customer, including initial premium delivery selection.

Your satisfaction is our priority, and we are here to assist you with any issues related to your order. Please do not hesitate to reach out if you require further assistance or clarification.

Legal

Our Returns Policy is in accordance with ‘The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and forms part of our Terms and Conditions of Sale.

Need Help?

Contact us for questions related to refunds and returns.