We understand that sometimes products need to be returned. Whether your item has developed a fault, is damaged or is no longer required, we can help you out.
How to cancel an order
If you choose to cancel an order that you have not yet received, please email This email address is being protected from spambots. You need JavaScript enabled to view it. to inform us whether you would like a refund or exchange. To speed up the process, please have your order number to hand before calling.
Once we have received your request, we will contact you to process your cancellation.
If it is too late to cancel your delivery, please email This email address is being protected from spambots. You need JavaScript enabled to view it. to discuss an exchange or refund.
Where to return an order
All of our products can be returned to our Penwith Road centre 148-150 Penwith Road SW18 4QB.
How do I return an order
An unwanted product can be returned for a full refund within 21 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone.
Separately to the 21 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them. The goods must be returned in, 'as new' condition and in their original packaging.
Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
There are 3 ways to return a product bought online or over the phone:
All of our products can be returned to our Penwith Road centre 148-150 Penwith Road SW18 4QB
How do I return a faulty item
Within 30 days of purchase or delivery:
You always have the option of an exchange or refund if the fault occurs within 30 days of purchase or delivery. You can return it to store or arrange it by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.. Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice. Please provide your order numbers when you return a product.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear.
How do I return a damaged or incorrect product
If you unpack your product and find it damaged or incorrect, you can return or exchange the product within 48 hours of purchase or delivery.
Can I get refunded for the delivery charges I paid with the order.
Yes we do refund the delivery charges in most instances. However, in some cases delivery charges may not be refunded. Please email us for more information.
