RETURNS & REFUNDS – GENERAL PROCEDURE

Before returning any goods, please read this section in full.

- You must contact us by email or telephone on +44 (0)161 776 0777 (option 3) to request a return.
- We will issue you with a Returns Notice Number and provide return instructions.
- Please include a copy of your invoice and your Returns Notice Number with any items you send back.
- If an item is sent back without a Returns Notice Number, processing may be delayed and a refund may be refused.
- Returns Notice Numbers are normally valid for 14 calendar days from the date of issue. If goods are not received within this time, we may treat the return as cancelled and you will need to obtain a new number.
- This Returns Procedure applies in addition to, and does not affect, your legal rights in relation to faulty or mis-described goods.

We will not under any circumstances pay VAT or import duties charged on returns from outside the UK. If we are asked to do so, your return may be rejected or abandoned.

CONDITION OF RETURNED GOODS

Unless we have agreed otherwise or the goods are being returned solely because they are faulty or mis-described:

- Goods must be returned clean, complete and, where reasonably possible, in their original packaging.
- Goods must not have been fitted, installed or used, other than to the extent necessary to inspect them as you would in a shop.
- Items will not be accepted if they appear to have been fitted, have had sealant/grease/paint applied, are contaminated with oil/fluids or have damaged/missing packaging.

If you have handled the goods more than is necessary to establish their nature, characteristics and functioning, and this results in a loss of value, we may reduce your refund accordingly, as permitted by law.

RETURNS – CORRECTLY SUPPLIED GOODS (CHANGE OF MIND)

This section applies to:
- consumer orders where you are exercising your 14-day cancellation right (see sections 8–9); and
- any additional returns we accept at our discretion outside that right.

- You must notify us within 14 days from the day of delivery if you wish to cancel/return correctly supplied goods.
- Goods must be sent back to us within 14 days of you notifying us of cancellation.
- Where you cancel in accordance with this policy, correctly supplied goods can be returned for any reason for:
- a refund of the price of the goods; and
- a refund of our standard outgoing delivery charge (for Consumer distance contracts only).
- We do not cover the cost of return postage for change-of-mind returns.
- If goods are not received by us within 14 days of you notifying us, we may decline to issue a refund under this policy (without affecting any statutory rights you may have).
- After 14 days from delivery, we do not normally accept correctly supplied goods back for refund where you have simply changed your mind. Any such return is entirely at our discretion.

This does not affect your legal rights in relation to faulty or mis-described goods.

RETURNS – DAMAGED, MISSING, INCORRECT OR FAULTY GOODS

Damage or missing items

- Any visible transit damage or missing items should be reported to us as soon as reasonably possible, and ideally within 7 days of delivery, so that we can investigate promptly with our carrier and suppliers.
- Reporting after 7 days may limit the options available to us to investigate, but does not remove any legal rights you have in relation to faulty or mis-described goods.

Incorrect items supplied

- If you believe we have supplied incorrect goods (for example wrong items or quantities), you should notify us as soon as reasonably possible, and in any event within 7 days from delivery.
- Where goods have been supplied incorrectly and you notify us within this period, we will:
- accept the goods back;
- refund the price of the goods;
- refund the initial shipping charge; and
- refund reasonable return shipping costs (or arrange collection at our cost).

Goods must be in re-saleable condition where appropriate. If goods have been fitted, used or damaged after you realised (or ought reasonably to have realised) that they were incorrect, we may not be able to offer a full refund.

Faulty goods

Your statutory rights under the Consumer Rights Act 2015 include:
- a short-term right to reject faulty goods for a refund, normally within 30 days of delivery;
- rights to repair or replacement; and
- further rights if the goods cannot be repaired or replaced, or the fault appears later.

If you believe goods are faulty, please contact us as soon as reasonably possible. In most cases manufacturers require items to be returned for inspection before any warranty repair or replacement is agreed.

Nothing in these terms affects your statutory rights.