Returns & Refund Policy

Returns, Cancellations and Refunds (Retail Consumers – UK)

Your Statutory Rights

Nothing in these terms affects your statutory rights.

Your consumer rights are protected by UK law, including:

• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which give consumers rights to cancel distance contracts
  https://www.legislation.gov.uk/uksi/2013/3134/contents/made
• The Consumer Rights Act 2015, which gives consumers rights where goods are faulty, not as described, or unfit for purpose
  https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

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Statutory Right to Cancel (Distance Sales)

If you are a consumer, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel your order within 14 days of receiving the goods, without giving any reason, unless an exemption applies.

The cancellation period begins the day after the goods are received.

To exercise your right to cancel, you must notify us of your decision by a clear statement (for example, by email or letter) within the 14-day cancellation period.

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Returning Goods After Cancellation

• You must return the goods within 14 days of notifying us of cancellation
• You are responsible for the cost of returning the goods, unless the goods are faulty or incorrectly supplied
• Goods must be returned unused, with all original packaging, manuals, accessories and security seals intact

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

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Refunds Following Cancellation

• We will refund all payments received for the goods
• We will refund the cost of standard outbound delivery
• Refunds will be made using the same method of payment used for the original transaction
• Refunds will be issued within 14 days of receiving the returned goods or evidence of return, whichever is earlier

We may withhold reimbursement until the goods are received back in acceptable condition.

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Exclusions from the Right to Cancel

The statutory right to cancel does not apply to:

• Goods made to your specifications or clearly personalised
• Products that are made or cut to order (including bespoke heating cable lengths)
• Sealed goods not suitable for return for health or hygiene reasons once unsealed
• Goods that have been installed, used, or altered after delivery

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Goodwill Returns (Unused Goods)

If you buy a product and wish to return it because it is unwanted or unsuitable, you must notify us within 30 days of receiving it. Please note that some products are made or cut to order and are therefore non-returnable.

• Goods must be unused and in original undamaged packaging
• Goods must be in a fully resalable condition with all manuals, accessories and seals
• You are responsible for the cost of returning the goods
• Delivery charges are non-refundable for goodwill returns

Handling charges may apply:

• 15% handling charge for returns requested after 15 days from delivery
• 25% handling charge for returns requested after 30 days from delivery
• No returns accepted after 180 days from delivery

Handling charges do not apply to faulty goods returned in accordance with the Consumer Rights Act 2015.

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Condition of Returned Goods

• Goods returned damaged, incomplete, used, or without original packaging may not be refundable
• Fragile items must be packaged carefully and received unbroken and in a resalable condition
• Goods returned with broken or missing security seals may require re-testing; any applicable charges will be confirmed before processing

If returned goods are not in acceptable condition, they may be returned to you at your expense.

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Returns Authorisation

Before any products are returned, you must contact us to obtain a Return Form. Returns will not be accepted unless a valid Return Authorisation Number has been issued and clearly referenced.

A return form can be submitted here.

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Delivery Charges

Delivery costs are calculated as £10.00 inc VAT for the first 10kg and £0.60 inc VAT for each additional 1kg.

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Faulty, Damaged or Missing Goods

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015.

Faulty or Damaged Products

If you believe a product is faulty or has been damaged, please contact us as soon as possible and provide as much information as possible.

We may ask for additional details, which may include photographs of the product, packaging, or delivery condition.

Please do not return any items unless we ask you to do so.

Goods Damaged in Transit

If goods are damaged before or during delivery, we will offer a repair, replacement or refund at no additional cost, in accordance with your statutory rights.

Lost or Missing Deliveries

If your order has not arrived or items are missing, please contact us as soon as reasonably possible. Where goods are confirmed as lost in transit, we will provide a replacement or refund.

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We're Here To Help!

If you are having difficulties with your product please contact us. We'll get back to you as soon as possible.