FAQs

What do I do if an item develops a fault after 30 days? 

If an item is faulty and you purchased it more than 30 days ago, it is our aim to get the problem put  right as quickly as possible. We may offer a repair or replacement of the item, or offer a price  reduction or refund. 

If the product is to be repaired, and the manufacturer has provided a helpline, repair service or  warranty, please contact the manufacturer direct in the first instance. If you require assistance with  locating the manufacturer or their contact details, please contact us. 

My product is faulty but is still guaranteed by the manufacturer, what do I do? 

You will need to contact the manufacturer directly in the first instance for assistance. The guarantee  information should have been provided with the product at the point of purchase. However, if you  require assistance with locating the manufacturer or their contact details, please contact us 

What should I do if I’ve already installed something which has developed a  fault? 

If the item is installed, please check first whether the manufacturer has provided a helpline, repair  service or warranty. If you require assistance with locating the manufacturer, or your product was not  supplied with such a warranty or service please contact us. 

If your item develops a fault within 30 days from the date of purchase, then you will be able to reject  the goods and receive a full refund or a replacement. After 30 days, we may offer a repair or  replacement of the item or offer a price reduction or refund. 

What happens if my items delivered or collected from store are damaged or  incorrect? 

If you have received your delivery and products are damaged or incorrect, please contact us as soon  as possible with your order reference and full details of the products, so that our teams can resolve  this for you. 

For instore orders, where possible, always check the goods before leaving the premises, if you have  collected your order from store and your items are damaged or incorrect, please return to the store  with the items so that the team can resolve this for you. 

I’ve not received my refund yet, how long does this take? 

Refunds to card can take 3-5 working days. If you have not received your refund within the timeframe  detailed, please contact us with your order and refund details.