After-sales service
What do I do if I need to return an item?
We always aim to get it right first time every time, but we know that mistakes sometimes happen and if it's our mistake we'll do everything we can to put things right. If it's your mistake, or if you have changed your mind, we'll also do whatever we can to get things back on track.
The first step is to call us and explain the problem so we can get it resolved. Initially you need to let us know within 7 days of receiving the delivery that something isn't quite right; or if you need to return or change your products and explain which product it is you wish to return and why.
The ‘standard' range consists of the Conservation® range and Ironmongery. This means we are always happy to accept these back if they don't quite fit your requirements provided they haven't been damaged.
If your goods are either ‘non-standard' or ‘made to order' goods then we can't accept these back due to their individual specification. To check which category fits your goods, please contact us on 00 44 (0) 1993 833 108 and we'll do our very best to help.
We will then arrange to collect your goods, or if it is easier you can arrange to return them to us. When arranging to collect the goods we will deal with all the paperwork and all you need to do is pay for your new order and the collection.
Once the returned goods are received at our depot in Shipton-under-Wychwood, our team will inspect them. Assuming they are in factory perfect condition we will refund the cost of the goods minus the 25% restocking fee. This will be returned to whichever method of payment you used originally - so if you paid by card, we will credit your card.
(NB: If you would like more details, our full terms and conditions can be found by clicking here!)