Returns & Refunds
We want you to be happy with your appliance. If something isn't right, this page explains your options, how long you have, and what happens next.
| Your situation | Time limit | What to do |
|---|---|---|
| Changed your mind | 14 days from delivery | Contact us for a returns form |
| Arrived damaged | 24 hours from delivery | Contact us with photos |
| Developed a fault | Within 30 days | Contact us to arrange help |
| Developed a fault | After 30 days | Contact us for a free engineer visit |
Changed your mind? You have 14 days
If you've changed your mind, or you're simply not happy with your appliance, you can return it within 14 days of receiving it, as long as it hasn't been used. Please contact us first so we can send you a returns authorisation form. Returns are arranged at your own cost.
You're very welcome to unpack your appliance and check it over. However, if it has been installed or used, we can only offer a partial refund. Get in touch and we'll advise the best option and explain how to send it back.
Please return the item in its original packaging, or suitable alternative packaging if that's no longer available. You're responsible for the condition of the product until it reaches our returns depot, so please pack it carefully.
Faulty within 30 days of delivery
If your appliance develops a fault within 30 days of delivery, get in touch and we'll help. In many cases the issue is quickly resolved with a little advice on installation or operation, so it's always worth talking to us first. If it can't be solved that way, we'll arrange for an engineer to inspect or repair the appliance. We do reserve the right to inspect the product to confirm the fault.
If you'd prefer not to have an engineer inspection or repair, you're welcome to return the appliance at your own cost. Once it reaches our returns depot we'll test it:
- If we find no fault, we'll return the appliance to you free of charge.
- If the fault is confirmed, you'll receive a full refund plus your original delivery costs.
Faulty after 30 days of delivery
If a fault develops more than 30 days after delivery, contact us and we'll arrange an engineer visit at no cost to you, provided the appliance was correctly installed and used in line with the instructions.
Faults caused by the following aren't covered:
- Accidental damage
- Neglect, such as a lack of maintenance
- Incorrect installation
- Misuse
For full details of what's covered and for how long, see our guarantees page.
Your refund
Once we've received and inspected your return, we'll process your refund as quickly as we can. Refunds go back to your original payment method, usually within 5 to 7 working days, though it can take up to 14 days for the funds to clear depending on your bank or card provider.
If your return is accepted for a full refund, we'll also refund any standard delivery charges you paid. If the appliance has been used, installed, or isn't returned in its original condition, we may deduct an amount from your refund to reflect that.
Start a return
The quickest way to get things moving is to email us with your order number and, where possible, a few photos.
Contact us or read our delivery policy.
Frequently asked questions
How long do I have to return an unwanted appliance?
You have 14 days from the day you receive your appliance, provided it hasn't been used. Contact us first and we'll send you a returns authorisation form.
Can I unpack the appliance to look at it?
Yes. You're welcome to unpack it and check it over, just as you would in a shop. If it's been installed or used, we can only offer a partial refund, so it's best to check the fit before fitting.
Who pays for the return?
For a change of mind, return costs are your responsibility, and you're responsible for the appliance until it reaches our returns depot. If an appliance is confirmed faulty, you'll receive a full refund including your original delivery costs.
My appliance arrived damaged. What should I do?
Check your appliance when it arrives, ideally while the driver is still with you, even if you're not installing it straight away. If it looks damaged, refuse the delivery and contact us right away. If you accept it but the packaging is marked, ask the driver to record this before they leave, then contact us within 24 hours with photos.
Do I need the original packaging?
Please use the original packaging where you can, as it's designed to protect the appliance in transit. If it's no longer available, suitable alternative packaging is fine, but the appliance must reach us undamaged.
How long will my refund take?
Once we've received and inspected your return, refunds are usually processed back to your original payment method within 5 to 7 working days. Depending on your bank or card provider, it can take up to 14 days for the money to appear.