We want you to love every purchase, but we understand that sometimes things don't work out. Here is a simple, step-by-step guide on how to handle returns and report damaged items.
Got everything ready? Submit a return request.
Step One: Check Eligibility
To return an item there are set criteria that has been put into place, before submitting a refund request you should check and confirm that your item is:
- Returned within 30 days of delivery
- In the original packaging and in unused condition suitable for resale
- Not a made to order product such as warehouse steps or made to measure hatches
Step Two: Take Photographs
In order to process your return, you must provide images of the product packaged and ready for return or collection. This process is in place to ensure that the item is secured in its original packaging and is free from customer damage prior to being shipped. These images allow us to verify the item's starting condition and ensure that any potential damages that happen during return transit are correctly captured for carrier claims.
Step Three: Complete Our Returns Form
To begin the process of returning your item you should then complete the returns form. Complete the form with the reason for return, order number, item and the action you would like us to take, if this is a replacement or a refund. Please do not forget to attach the images to your returns form to reduce delays, as forms without images will be rejected.
Step Four: Collection or Returning The Item
Once the form has been completed a member of our returns department will be in touch to arrange the collection / replacement of the item. We will contact our couriers for a cost, in some instances a restocking fee may be applicable. If you would prefer to return the item yourself you are also welcome to arrange this, but please do not do this until the returns address has been confirmed as the location of return differs for each product. Once the item has been collected or returned we will review the item and start the process of the replacement or refund.
If the item is being replaced we will collect the item and deliver a replacement, this however may be via two separate vehicles due to the logistical operations of our couriers. You will be informed of this by our team. Please Note: The collection, return and inspection could take 7-10 working days to process.
Step Five; Refund Process
If you request a refund our team will process this once the item has been checked and it has been confirmed the item has met the eligibility criteria for a return. If you have selected to have the item collected the collection charges that you have agreed to will be removed from the total refund amount. The refund will be made back to the original payment method and will take between 3-5 working days dependent on the payment method selected.
Please note: No refunds will be made until the item has arrived back at our returns department, has been inspected and confirmed the eligibility criteria is met. Should you have any questions at all please don't hesitate to contact our team.