Refund and Returns Policy

The summary of our refund and returns policy is as follows:

• Delivered appliances have a 14 day returns policy from the date of delivery.
• If you wish to return an item that is not defective, then you will be charged a restocking / collection fee of 20% plus £50 collection for large appliances.
• Returned items will be fully inspected and any damage will be deducted from the purchase price.
• Smaller parts can be returned with no restocking charge, but must be returned at your own cost.
• An appliance connected to a flue system cannot be returned unless defective.

Please read through our return policy carefully as it contains useful information if you want to return goods.

You have a legal right to change your mind within 14 days and receive a refund (Consumer Contracts Regulations 2013). If your products are split into several deliveries over different days, you have until 14 days after the day you (or someone you nominate) receives the last delivery.

To end the contract with us, please let us know by calling customer services on 0333 999 7974 or by emailing us at [email protected] Please provide your name, home address, details of the order and, where available, your phone number and email address. Please refer to the privacy policy for more information on how we use your personal information.

If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either deliver them back to us at the address we notify to you for this purpose or allow us to collect them from you.

You must not return products to us until you have notified us and we have agreed on the means of returning the products with you.

Cost of return

In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return for appliance and small parts.

If you are responsible for the costs of return, but we are collecting the product from you, we will charge you the direct cost to us of collection.

If you are entitled to a refund under these terms we will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price due to cost of collection.

Condition of products

If you wish to exercise your right to change your mind, you are only permitted to handle the goods to establish their nature, characteristics and functioning. Acceptable handling means the kind of handling that might reasonably be allowed in a shop. 

If you are exercising your right to change your mind, we may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way that would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

Refunds

We will make any refunds due to you as soon as possible.  If you are a consumer exercising your right to change your mind and we are not collecting the products, then your refund will be made within 14 days from the day on which we receive the product back from you.

Once your return

is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.