Non-Faulty Returns

Changed your mind? No problem. You can request a return for most non-faulty items within 30 days of delivery, provided the item is unused, complete, in its original packaging where possible, and in a resalable condition.

This page is for items that are no longer wanted, were ordered by mistake, or are not suitable for your needs. If your item arrived damaged, faulty, incorrect or not as described, please see our Damaged Products or Faulty Products guidance instead.

Requesting a non-faulty return

To request a non-faulty return, please contact our customer service team with:

• Your order number
• The item you would like to return
• The reason for return
• Confirmation that the item is unused and in its original packaging
• Photos of the item and packaging, if requested

Once we have reviewed your request, we’ll confirm whether the item is eligible for return and provide the return instructions.

Please do not send items back without contacting us first, as this may delay your refund.

Return conditions

To be accepted for a non-faulty return, items must be:

• Unused
• In the same condition as received
• Complete with all accessories, manuals, fixings, parts and packaging
• In their original, undamaged packaging
• In a resalable condition

Returns must be requested within 30 days of delivery.

Please take reasonable care of the goods while they are in your possession. If an item is returned used, damaged, incomplete, missing packaging, or not in a resalable condition, we may be unable to accept the return or may make a deduction from your refund to reflect the loss in value.

Return postage and collection charges

For non-faulty returns, you are responsible for the cost of returning the item to us unless we have made an error with your order.

For smaller items, we may provide a return address for you to send the item back using your chosen courier or postal service. We recommend using a tracked service and keeping your proof of postage until your refund has been processed.

For larger or heavier items, we may be able to arrange a courier collection from the original delivery address where possible. A collection charge will apply, and this will be deducted from your refund. We’ll confirm the charge before booking the collection.

Courier collections are subject to availability in your area. Some Highlands, Islands, remote or offshore postcodes may not be eligible for collection, or may have limited collection availability.

Original delivery charges

If you return your full online order within 14 days of delivery, we will refund the cost of the returned items and any standard outbound delivery charge paid, where applicable.

If you paid for an upgraded or premium delivery service, we will only refund up to the cost of our standard delivery service.

If only part of your order is returned, the original delivery charge may not be refunded.

If you return a non-faulty item after 14 days but within our 30-day returns period, we will refund the cost of the returned item only. The original delivery charge will not usually be refunded unless the item is faulty, damaged, incorrect, or we have made an error with your order.

Items that cannot usually be returned unless faulty

Some items cannot usually be returned for a non-faulty change-of-mind return. This may include:

• Items that have been used, installed, assembled or damaged
• Items not in a resalable condition
• Items with damaged or ripped packaging
• Items with missing parts, accessories, manuals or packaging
• Mixed paint or products made to your specification
• Cut-to-size, personalised or specially ordered items
• Perishable goods or items with a limited shelf life
• Hygiene-sensitive items where the seal or packaging has been opened
• Hazardous, flammable, leaking or restricted items that cannot be safely returned by courier

If you are unsure whether your item can be returned, please contact us before sending it back.

Refunds

Once your return has been received and checked, we’ll process any approved refund to your original payment method.

For returns made within 14 days of delivery, refunds will be processed within 14 days of us receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier.

For returns made after 14 days but within our 30-day returns period, refunds are usually processed once the returned item has been received and inspected.

Once we have processed your refund, the time it takes to appear in your account depends on your bank, card issuer or payment provider.

This does not affect your statutory rights

Our non-faulty returns policy does not affect your statutory rights. If an item is faulty, damaged, incorrect or not as described, please contact us so we can help resolve the issue.

Last updated 06/07/26