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Returns |
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Returning Goods |
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If for any reason you want to send back something you've bought from us, you can make use of our simple returns
service; simply return it in as new condition within 14-days of receipt, or in accordance with your statutory rights.
Every delivery we send out includes an Advice Note which lists its contents. Please select a reason for return
from the back of the advice note, and enter it next to the item you wish to return. It's essential that you return
this Advice Note with your returns parcel, as this information will help us to improve our quality control when we
examine the returned goods, as well as ensure a swift refund. If you don't have your Advice Note, simply write on a
piece of paper the item number, your reason for returning and your name, address and customer number and make sure you
enclose it with the goods.
PLEASE DON'T SEND PAYMENTS WITH RETURNED GOODS UNDER ANY CIRCUMSTANCES.
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Returns via your courier |
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Your courier can collect most items from you for easy return. If you have your courier's contact number, you can call
your courier directly or arrange a return online by signing in to your account and selecting the
Arrange a Return
link from the My Account page. Alternatively, you can call us on our Enquiry Line.
It is essential that you obtain a receipt from the courier. Without one, we won't be able to credit your personal
account if your returned parcel goes missing, so please keep it in a safe place. Your receipt will contain a unique
reference number that you should quote if you have a query. This will help us deal quickly with your enquiry. Please
keep the receipt until your statement shows that your return has been credited.
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Returns via the Post Office |
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You can also return goods to us via your local Post Office - please use the original packaging and tape the 'Returns'
label over your own name and address and ensure your parcel is sealed. If there isn't a returns label in your parcel,
just contact us via our website or call our Enquiry line.
It is essential that you obtain a proof of posting from the Post Office. These are free, but you have to ask for
one. Without it, we won't be able to credit your personal account if your returned parcel goes missing. Your proof of
posting will have a unique reference number that you should quote if you have a query - this will help us deal quickly
with your enquiry. Please keep the proof until your statement shows that your return has been credited.
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Your home approval period |
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We're certain you'll be satisfied with all our products and services, but if you're not completely happy, you can be
reassured by our 14-day home approval period. If anything you order from us
doesn't give you reasonable wear and tear due to either defective workmanship or materials, we should be able to
replace or repair it. Alternatively, we may credit your account with either all or part of the purchase price.
This guarantee is in addition to your statutory right, and doesn't affect them in any way. You must return any
items to us in new condition within 14 days of receipt as after this date we may not accept them, and may send them
back to you at your expense. If, at our sole discretion, we do accept your late return, we reserve the right to make
a charge to cover our costs in processing it - currently, this charge is £3.00 per item. We'll issue you with a
credit on your account for your late return, which you can apply to orders you place in the following six months.
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Important Notice: Home Approval Exceptions |
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Certain goods and services on our website are NOT sold on home approval. Goods subject to this exception are clearly
marked on the website.
Examples of excluded goods include perishable items, products which are made to your specifications, mobile phones,
cameras and camcorders, DVDs, CDs and games software where the security seal has been broken, TVs, computers and
white goods (e.g. washing machines, refrigerators, dishwashers). Your statutory rights are not affected in any way by
this policy.
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Consumer Protection (Distance Selling) Regulations 2000 |
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You have the right to cancel your order for any item apart from items made to your specifications or clearly
personalised items which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly,
and audio and video recordings and computer software that you have unsealed or used. Further details of this right,
which may be exercised up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after
the day of delivery, will accompany the delivery. If you wish to exercise your statutory right to cancel, you must
notify us in writing within the statutory period and immediately return the items that you do not wish to keep to us
at your cost (unless the goods were substitute goods which we selected for you). You must take reasonable care of the
goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods,
less any charges we may make for collecting the goods if you do not return them at your own cost.
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Ordering replacement goods |
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If you want to order a replacement or exchange item, simply enter the details on the order form attached to the
advice note, along with your credit card details if necessary. Alternatively, you can contact us through our website
or call our Order line, but please don't do both or you may receive your order twice!
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YOU MAY PRINT OUT AND KEEP A PERMANENT COPY OF THESE TERMS AND CONDITIONS FOR YOUR REFERENCE BY CLICKING HERE
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Our Delivery Service |
Payment Options |
Returns
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Peace of Mind Plan
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Cover Plan Information
Electrical & Electronic Equipment |
Your Rights, Privacy and Data Protection
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Your Credit Summary
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