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8. Cancellation, Returns & Refunds

8.1 You may cancel your order and return the items purchased to us by giving us notice of cancellation within 14 days of the date of delivery to you or your collection from a stores counter (as applicable). In relation to goods delivered to you, you may need to take delivery of the goods before you can cancel your order if the goods are placed into our delivery process before we receive your notice of cancellation. Where your order comprises multiple delivery shipments, the 14 day cancellation period for the goods in your order runs from the date of the delivery of the last shipment to you.

8.2 You will lose your right to cancel after the expiry of the 14 day period referred to in clause 8.1 (this does not affect your rights if there is any problem with the goods).

8.3 To exercise your right to cancel, you may inform us of your decision to cancel by post, phone or email using the contact details set out below at clause 15. If you are cancelling because of any problem with the goods, please notify us of the problem at the time of cancellation.

8.4 On cancellation for whatever reason, where you have received the goods you must return the goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of the cancellation at your cost (subject to clause 8.11), unless we agree that you may dispose of them, in which case please comply with the manufacturer’s instructions before disposing of hazardous goods. You can return certain goods by post from your local Post Office and larger goods by our carrier pick up service. We may charge a fee for the carrier pick up service; the amount of the fee will depend on the good(s) returned.

8.5 Following cancellation, we will refund you the price paid for the cancelled order (or part of the order cancelled). Where you cancel the entire order, we will also refund the standard delivery charges (or an amount equal to those charges if you elect to use a more expensive delivery method) paid. Where you cancel part of an order, we will not refund the delivery charges. We will pay the refund within 14 days after the day:

8.5.1 you notified us to cancel your order, where you have not received the goods; or,

8.5.2 we receive the goods you returned to us, where you are in receipt of the goods; or

8.5.3 you provide us with a proof of return for the goods, where you have returned the goods but we have not yet received them.

8.6 We will refund you using the same means of payment as you used to pay for your order or purchase.

8.7 We reserve the right to make a deduction from the amount of the refund for loss in value of the goods returned where the goods show signs of unreasonable use; for these purposes, unreasonable use includes handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. We may withhold any refund until we have received the goods or you have supplied proof of return for the goods.

8.8 Your right of cancellation does not apply to goods that are cut or mixed to your requirements, made to measure, made to your specifications or clearly personalised (for example, made to order signs, printed garments, embroidered garments ect). Your right of cancellation does not apply to goods which are not suitable for return due to health protection or hygiene reasons (such as water pumps and macerators), if you have opened the product packaging after delivery or collection. Boilers which have had the internal packaging opened cannot be returned for refund or credit.

Faulty Goods

8.11 Where the goods are being returned because they are faulty or incorrect you must inform us within 30 days of the date of delivery to yourself. We will meet the cost of return delivery but we ask that you allow us to nominate the carrier. Where the goods that have fault or damage, caused whilst in transit to yourself, we must be informed within 2 days as per section 4.5. 

8.12 Without prejudice to your right to cancel orders generally under this clause 8, if you have notified us of a problem with the goods within 30 days of delivery or collection, we may at our option either offer to make good any shortage or non-delivery; replace or repair any goods that are damaged or defective upon delivery or collection; or cancel the order (or part of the order affected) and refund to you the amount paid by you for the goods in question.

8.13 If an item develops a fault after 30 days following delivery or collection, and where the manufacturer has provided a helpline, repair service or warranty, you should contact the manufacturer direct. If there is no such service or warranty with the product, in most instances we will either offer a repair or where this is not possible we will replace the item with the same or an equivalent model.