Easy Returns
Hopefully you won't need to return anything, but if you do, we'll make it as simple as possible. Here's what to do and what to expect.
Returns at a glance
How to return an item
- Fill in the returns formDownload the returns form (PDF) and complete it.
- Contact us to authorise itCall or email our Customer Services Team before you send anything back, so we can authorise the return. Please don't send anything back until it has been authorised.
- Send it backInclude a copy of your invoice and the returns form, packed securely. See ways to send it back.
020 8805 3535 Customer Services, Monday to Friday 9:00am - 5:00pm, Saturday 9:00am - 12:00pm. Email your return enquiry
Unwanted or faulty?
| Rule | Unwanted item | Faulty item |
|---|---|---|
| Time limit | Within 30 days of receiving it | Within 30 days: return it to us. After 30 days: see faulty after 30 days. |
| Condition | Unused, in a saleable condition, with its original packaging and tags attached, all component parts and any promotional items you received | Complete with accessories and any free of charge items supplied. Petrol products must be drained of fuel and oil. |
| Return postage | Paid by you | We normally arrange collection. If we ask you to return it, we refund return postage up to £7.50 |
| Original delivery charge | Not refunded | – |
| Business (B2B) customers | Up to a 25% restocking fee | – |
| Include | A copy of your invoice and the completed returns form | |
Damaged in delivery
Please check your delivery as soon as it arrives. Any damage must be reported to us within 5 days of delivery. Call or email our Customer Services Team with your order number and, if you can, photos of the damage and the packaging. Please keep the packaging until we've been in touch.
Ways to send it back
Faulty item? We normally arrange collection, so please contact us first.
You're responsible for items you send back until we receive them. Pack them securely, note your tracking number and get proof of sending.
Faulty after 30 days
Fastest: the manufacturer
Most manufacturers have a helpline for troubleshooting and a repair or warranty service. Using it is usually the fastest way to get the problem put right.
No manufacturer service?
Contact us. We will talk through the issues and arrange collection if necessary but usually contacting the dedicated manufacturer line is faster and helps resolve many issues without returning the product.
Unwanted items we can't take back
- Special order or specially manufactured items
- Items with specific storage conditions or a limited shelf life
- Items returned used, or without their original packaging or tags attached, may be refused a refund