Returns & Refunds PolicyUpdated 4 days ago

1. Change of mind returns

Returns are subject to the conditions below. This policy forms part of our Terms and Conditions, which you accepted at the point of purchase.

We regret that we are unable to accept returns where the item shows any signs of use, assembly, or installation. Items must be returned in their original packaging with all labels, tags, and accessories included.

No original packaging?

• Item in perfect unused condition — a 30% deduction applies to the refund value, in addition to the collection fee.
• Item not in perfect condition or not resaleable as new — we reserve the right to decline the return or return it to you at your cost.
• We do not provide replacement packaging. You are responsible for packaging the item securely. If it arrives back damaged due to inadequate packaging, a further deduction may apply.
• We will advise you of any deductions before collection is arranged.

Platinum Delivery and Packaging Removal

• Where these services have been used, original packaging will no longer be available — the 30% deduction above will apply to any subsequent change of mind return.
• We do not accept change of mind returns for items that have been assembled.
• Before our team removes your packaging on delivery day, please confirm the item is correct and you are satisfied with it. Once packaging has been removed, we are unable to accept a return on the basis of colour or description.
• Platinum Delivery (£179) and Packaging Removal (£75) are non-refundable as these services have been fully carried out.

Product Exchanges

If you are not completely satisfied with your purchase and would like to exchange it for an alternative product, we are happy to facilitate this free of charge — no delivery or collection fees will apply. This offer is only available within 30 days of the original delivery date.

If you choose a product of equal value, no further payment will be required. Should you wish to exchange for a more expensive item, you will simply need to pay the difference in price. Equally, if you choose a less expensive item, we will refund the difference back to you. 

To be eligible for an exchange, the item must be returned in its original, unused condition with all original packaging intact. Any items that show signs of use or are missing their original packaging may not qualify for a free exchange.

Collection fees

How to raise a return

Please visit our returns page, complete the form, and include photographs of the item and packaging.

Our customer services team will review all return requests and you will be contacted with an outcome on our decision. If your return has been authorised, we will issue you a returns authorisation number. Please note that if you do not mark your return parcel clearly with the number provided on the Returns Authorisation your refund can take up to 30 days to be processed.

2. Warranty and faulty items

Please report faults as soon as you discover them. For issues at or shortly after delivery, report within 24 hours — see our Delivery Information article. For faults that develop later, please use click the link below.

We will assess whether the issue is a manufacturing defect covered under your warranty, or whether it is attributable to wear and tear, misuse, or external damage.

How we will resolve your claim — priority order

1. Repair or replacement parts — the quickest resolution, at no cost to you.
2. Replacement item — collection of the faulty item and delivery of a replacement.
3. Refund — where repair or replacement is not viable or has failed. Where a refund is issued after 12 months, a deduction for time in use applies — see below.

Packaging for warranty returns

• Please retain original packaging where possible and use it for collection.
• Where our Platinum Delivery or Packaging Removal service was used — we will provide packaging as part of the collection at no cost to you.
• In all other cases, we will assess the situation and advise. We will not leave you out of pocket as a result of a fault that is our responsibility.

Refund deductions for warranty claims — time in use

No deduction for time in use will be made within the first 12 months of ownership. After 12 months, a reasonable deduction may apply:

3. Wrong item delivered

Please call us on 0330 808 1744 or use Live Chat straight away — wrong item queries are connected directly to a member of our team. Please have your order number ready, keep the original packaging intact, and handle the item as little as possible.

We will arrange collection within 3–5 working days at no cost. You may choose delivery of the correct item or a full refund including your original delivery cost.

4. Item doesn't match description or images

Please visit our Report a Fault page within 48 hours of delivery with your order number, a description of the discrepancy, and photographs. This is your responsibility to raise promptly — claims raised after 48 hours fall under our standard change of mind returns policy.

We will investigate and respond within 5 working days. Where the item matched its description — standard change of mind policy applies. Where an error was made — free collection plus your choice of replacement or full refund including delivery cost.

5. Refund timelines

Where your order was paid via a finance provider or Splitit, your refund will be returned to the provider who will adjust your agreement. Please see our Payment and Finance article or contact your provider directly.

6. Your statutory rights

Our returns policy is in addition to your statutory rights and does not limit or exclude them in any way. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are fully preserved.

If you'd like independent advice, Citizens Advice and Trading Standards are both excellent resources.