Returns & Refunds

Cancellations and external warehouse processing

Orders may be processed and dispatched from an external warehouse. All cancellation instructions must be given in writing by email to our team or another written method confirmed by us.

If a business order is cancelled on a later day after it was placed, a 25% restocking charge and two-way courier cost apply. The courier cost depends on the size, weight and nature of the order. Made-to-order, specially sourced or configured goods may not be cancellable once processing has begun.

These charges form part of our business-to-business cancellation policy. Nothing in this policy limits a right or remedy that cannot lawfully be excluded.

Business-to-business sales only

By placing an order, you confirm that the purchase is for business or professional use and that you have authority to bind the named business. If you are buying personally for purposes outside a trade or business, please do not place an order and contact our team instead.

A contract label cannot override mandatory law. If a purchaser is legally determined to be a consumer despite this business-only policy, any consumer right that cannot lawfully be excluded will still apply.

For most consumer orders made online, cancellation can be notified within 14 days of delivery, followed by a further 14 days to return the goods. Exceptions may apply, including custom-made goods. Commercial cancellation, restocking and administration fees do not override applicable consumer rights. Read the UK government guidance on returns and refunds.

Business and commercial returns

Business customers do not have an automatic change-of-mind return right. A discretionary commercial return requires our written approval and must normally be requested within 14 days of delivery.

Approved items must be unused, uninstalled, complete, in resalable condition and in their original undamaged packaging with all manuals, accessories and parts. The restocking charge is 25% of the full invoiced item value. Where the item was delivered on a pallet, an additional £120 plus VAT administration charge applies.

The customer is responsible for the return cost and transport risk. Any repair needed because of return damage, or the cost of replacing missing parts supplied with the order, may be deducted from the approved business refund. Specially sourced, made-to-order or configured goods are normally not accepted for a change-of-mind return.

These terms do not affect an agreed or mandatory remedy where goods are faulty, misdescribed or do not conform to the contract.

Faulty, misdescribed or unsuitable goods

If you believe an item is faulty, unsafe, not as described or not fit for an agreed purpose, stop using it where continued use may cause damage or create a safety risk and contact us promptly.

Please provide the order number, serial number where available, a clear description of the problem and photographs or video if practical. Depending on the accepted sale terms, the age of the item and the nature of the fault, the available remedy may include parts support, repair, replacement, price reduction or refund.

Warranty duration, parts cover, labour cover and service arrangements depend on the manufacturer, model and accepted sale terms. See our Warranty Service page for the claim process and exclusions.

Damaged or incomplete deliveries

The inspection and reporting process depends on whether the order arrives on a pallet or through a parcel carrier. Follow the delivery instructions agreed for your order.

If the pallet driver will not allow time for inspection, refuse the delivery and contact us so delivery can be rebooked. Do not sign that the product is in good condition when it has not been checked. Where a carrier provides an “unchecked” option, use it only if our team or the driver confirms that this is the correct procedure.

Parcel deliveries: parcel drivers may not wait while an item is opened. Inspect the product immediately after delivery and report any transit damage in writing within 24 hours.

For every damaged delivery, take clear photographs of the product and packaging, retain all original packaging, and contact us within 24 hours. Missing parts should also be reported within 24 hours. This timeframe is important for the carrier claim and does not remove any right that cannot lawfully be excluded.

Do not return a damaged item without written instructions. We will provide the correct external warehouse address and transport arrangements after reviewing the report. Full delivery conditions are on our Delivery Information page.

Items not accepted for discretionary return

We normally do not accept change-of-mind returns for made-to-order, specially sourced, configured, installed or used equipment, sealed hygiene-sensitive goods that have been opened, incomplete products, or items without suitable original packaging.

A return may also be refused where the customer knew about the specific fault or difference before buying and the request is based only on that disclosed issue. This does not remove an agreed or mandatory remedy for a separate fault or misdescription.

Please ask our team before ordering if an item will be specially sourced or configured for your premises.

How to request a return

Email our team to request a return. Include your name, order or invoice number, the product name or SKU, the reason for return and supporting photographs where relevant.

Wait for written return approval and instructions. We will provide the correct external warehouse return address with that approval. Do not send a product to our Birmingham warehouse or any external warehouse without confirmation, as unidentified or unauthorised returns may be refused.

Include a copy of the approved return information with the product. Pack every return securely in its original packaging with all parts, accessories and documents. Products returned without suitable original packaging may be refused where safe transport is not possible.

Return transport, refused delivery and costs

For an approved discretionary business return, the standard return-delivery charge is £10 plus VAT for each parcel-sized item weighing up to 30kg, and £50 plus VAT for each pallet-sized item weighing more than 30kg. Two-way carriage or a different carrier charge may apply depending on the order; we will confirm the total before arranging transport.

If a business customer refuses delivery without first cancelling in writing, the order is treated as having been dispatched and the applicable 25% cancellation or restocking charge and two-way courier costs apply.

The business purchaser is responsible for the direct cost and transport risk of a discretionary return. For large equipment that cannot normally be sent by post, we will confirm suitable collection arrangements and the applicable cost.

If goods are confirmed faulty, misdescribed or otherwise not conforming to the contract, return transport will be handled according to the accepted sale terms and any applicable mandatory law.

Refunds and unavailable goods

We do not offer automatic change-of-mind refunds for business purchases. A refund is made only where we approve a discretionary return, agree a remedy for non-conforming goods, or the accepted contract or applicable law requires it.

Approved business refunds are normally processed to the original payment method within 7–14 days after the returned goods have been inspected. The confirmed restocking, administration, carriage, repair or missing-component costs will be deducted where applicable.

If an item is unavailable after ordering, we will contact you about an alternative, revised lead time or refund. If we cannot reach you after reasonable written attempts, we will cancel the unavailable item and return any payment received for it rather than issuing store credit without your agreement.

Where an express or next-day service is offered, bank transfer clearance can delay dispatch. An enhanced delivery charge is not refundable where the agreed dispatch could not proceed because cleared payment was received too late.