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We want you to be 100% happy with your online purchase and our service. Shop with confidence with our 100% Satisfaction Guarantee, if you are unhappy with our service we will offer you a refund or replacement. All we ask is that you follow the information below to help us assist you more easily.
If you buy a product online from us, you may cancel your order (or any part of it) for any reason before delivery or within 14 days after delivery (excluding weekends and bank holidays) by calling our Customer Services on 01948 665353 quoting your order number (your order number can be found on your order confirmation e-mail or packing slip with your delivery). Alternatively you may e-mail us at firstname.lastname@example.org stating your order number, name, address and the reason for the return. Items must be unused, in the original packaging, and suitable for re-sale.
We will send out a pre-paid returns label for you to arrange your return when convenient for you.
You will receive a refund of the price paid for the item, less the returns postage of £4.95, on its safe return back to us. Alternatively you may return the item at your own expense for a full refund - please get proof of posting in this case.
If a product you purchase online is faulty, we may offer a repair, exchange or refund as appropriate in accordance with your legal rights. You can view our Guarantee Information here.
We realise that if you have ordered an item online that appears to be faulty it can be frustrating. We have a call back service whereby you can call our Customer Services on 01948 665353 and they will organise our in-house specialist for the product in question to call you back, usually within two hours, to see if the problem can easily be rectified over the telephone. For instance, if you cannot start your new lawnmower or you have a question about the instruction manual, there may be an easy explanation that one of our knowledgeable staff can talk you through, or it may be that there is a part missing. Let us know and we can get the manufacturer to send the part to you directly more quickly than having the item collected and redelivered.
If, however, a product purchased online does have a fault that cannot be easily rectified or is damaged, we can arrange collection of the item and re-delivery or a refund. In these circumstances you will not be charged any collection charge. Call us on 01948 665353 quoting your order number (your order number can be found on your order confirmation e-mail or packing slip with your delivery). Alternatively you may e-mail us at email@example.com stating your order number, name, address and the reason for the return. We may telephone you to discuss the problem under our call back service. It would also be helpful if you can send pictures of a damaged item when you initially contact us.
Please ensure that the item/s has/have been boxed (either original or other) ready for the courier to collect on the arranged date.
This policy does not affect your statutory rights. Online purchases are covered under The Consumer Protection (Distance Selling) Regulations 2000.
Items purchased in store may be returned within 28 days in the condition that they were purchased in - unused and in the original, unopened, packaging. You must also have your till receipt for a full refund.
Some special order lines, eg Furniture, may incur a re-stocking fee if returned/cancelled.
This policy does not affect your statutory rights. Purchasing items in store is subject to regulations under The Consumer Rights Act 2015.