Refunds & Returns Information
Please note that the following information relates to returning a parcel from within the UK. Please contact us regarding returns from overseas.
In addition to the Consumer Contracts Regulations you can cancel any order within 14 days of receiving your original order*. Upon returning the complete order, you will be refunded the full cost of the order, plus up to a maximum of £2.99 for the original delivery cost associated with your order (regardless of the delivery service used).
Please note that anyone that ordered between 23rd March 2020 and 1st June 2020 still have up to 90 days to return from receipt of the order, and those that ordered between 1st June and 2nd July up to 45 days to return from receipt of the order, as previously advertised.
How to return items
Regardless of the method by which you return any item/s to us, you must fill out the returns label that arrived with your order indicating which items you are returning and why, and place this within your parcel.
Please note the following:
- Goods must be returned in their original packaging in the same condition that it was when received, and will be inspected on return.
- Goods remain your responsibility until they reach our warehouse, so make sure they're properly packed and can’t get damaged on the way.
- Please do not use any additional tape to secure the original box/packaging. You may wrap the parcel(s) in some kind of additional packaging i.e. refuse sacks or boxes.
Items less than 20kg and smaller than 61cm (L) x 46cm (W) x 46cm (D)
These can be returned at your local post office via Royal Mail. This service is available to GB Mainland, Channel Islands and Isle of Man. Find your local post office branch.
We can arrange for collection of larger items (from designated drop-off points) using DPD Pickup Returns, if required, but there is a charge of £5.95 per box. If you wish for us to arrange a collection from your address, there will be a charge of £10.95 per box. In exceptional circumstances please contact us.
We regret that we cannot issue refunds or exchanges after the 14 day period outlined in the Consumer Contracts Regulations. Where returns are accepted, please be aware that this process can typically take 5-7 working days to complete.
The Post Office will provide you with a Proof of Postage receipt; you should keep this as it contains the tracking information for your parcel. Please note that without your Royal Mail receipt, we cannot take responsibility for your parcel if it does not arrive back to us. In such circumstances we would, unfortunately, not be able to offer a refund.
*Cut to length rope light cannot be returned as an unwanted item as the rope light is cut specifically to meet the customer’s requirement. It can only be returned if the item is faulty after being fully tested.
This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens' Advice Bureau or Consumer Direct.