One returns policy applies to everyone. Whether you are buying as an individual or for your business, office or IT team, you get the same 14-day cancellation right, the same quality promise, the same free return postage and the same refund timings. We don't charge restocking fees and we don't ask business buyers to jump through extra hoops.
Where the law gives consumers a particular right, we give business customers the same treatment as a matter of contract. If you are a consumer, your statutory rights are unaffected by anything on this page.
Your 14-day right to cancel
You can cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason. Where your order arrives in multiple parcels, the 14 days starts the day after you receive the last parcel.
For consumers this is a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For business customers we give the identical right under our Terms & conditions.
To cancel, tell us before the 14 days are up. The easiest way is from your account; the other routes below work just as well:
- Request a return from your account — sign in, open the order and click Return items (see our returns summary for a step-by-step guide); or
- Send us a message via our contact form with your order reference and a line confirming you want to cancel; or
- Use the model cancellation form at the end of our Terms & conditions (optional, not required).
Once you've told us, send the goods back to us without undue delay and in any event within 14 days of letting us know. Return postage is free: once your return is confirmed we email you a prepaid, tracked Royal Mail returns label — see How to send goods back below. You're responsible for the goods until we receive them.
What you get refunded
- The price you paid for the goods.
- The cost of the standard delivery option (if you chose an upgraded delivery service we only refund the standard rate).
- Refunds are made to the same payment method you used to pay, within 14 days of us receiving the goods back from you (or 14 days after you provide evidence of return, whichever is earlier).
- No restocking fee — for any customer.
- We may deduct from your refund any loss in value caused by handling beyond what's necessary to check the goods.
What you can't cancel
The 14-day cancellation right does not apply to:
- Goods made or modified to your specifications, or clearly personalised.
- Cut-to-length goods.
- Sealed goods unsuitable for return on health-protection or hygiene grounds that have been unsealed after delivery.
These exceptions apply to every customer alike. They don't affect your rights if the goods turn out to be faulty — see below.
Faulty, damaged or mis-described goods
We promise every customer that the goods will be of satisfactory quality, fit for their normal purpose (and for any particular purpose you told us about before ordering and we accepted), as described, and free from material defects in material and workmanship.
If goods don't meet that promise:
- Within 30 days of receiving the goods, you can reject faulty items and get a full refund.
- Within 6 months, you can ask for a repair or replacement at our cost, and if that fails, a refund or price reduction.
- After 6 months and up to 6 years (5 years in Scotland), those rights still apply, but we may ask you to show the fault was present when the goods were delivered.
For consumers these are statutory rights under the Consumer Rights Act 2015. For business customers we give the same rights contractually — there is no shorter 12-month warranty window and no separate written-notice deadline for businesses.
To start a claim, request a return from your account picking the matching reason (for example “Item is damaged or faulty”), or contact us via our contact form with your order reference, a description of the fault, and (where possible) a photograph. We'll arrange return at our cost — including a prepaid returns label — and process repair / replacement / refund as appropriate.
We can't help under this promise where the fault was caused by fair wear and tear, wilful damage, an accident, or a failure to follow our or the manufacturer's instructions for storage, installation, commissioning, use or maintenance. If you are a consumer, this doesn't limit your statutory rights.
For more information about your statutory rights, visit Citizens Advice at www.citizensadvice.org.uk or call 0808 223 1133.
How to send goods back
Once we've confirmed your return, we email you everything you need: a prepaid, tracked Royal Mail returns label, a return slip and a QR code — return postage is free.
Please:
- Put the return slip inside the parcel so we can match it to your account (or include your order reference, shown on your order confirmation email).
- Fix the label to the outside of the parcel — or, if you don't have a printer, show the QR code at any Post Office and they'll print it for you.
- Drop the parcel at any Post Office, Parcelshop, parcel locker or postbox. If you use a Post Office, ask for proof of postage and keep it until your refund has been completed.
- Pack the goods well; goods damaged in transit due to insufficient packaging may have their refund reduced.
The label is tracked, so you can follow the parcel back to us. You're responsible for the goods until we receive them.
Refund timing
We aim to process refunds within 5 working days of receiving and inspecting your return, and always within the 14-day deadline that applies to cancellations. Refunds are made to the original payment method (card or PayPal). Once we've issued the refund it can take a further 3-5 working days for your bank or PayPal to show it on your statement.
Questions or complaints
If anything's unclear, or you'd like us to look at a specific situation before you send goods back, contact us:
Our contact form
We aim to acknowledge complaints within 2 Business Days and resolve them within 14 days.
This page does not replace or limit our Terms & conditions of sale, which contain the full contractual terms (including the model cancellation form at the end). Where this page and the T&Cs appear to differ, the T&Cs apply.