RETURNS POLICY
1) Unwanted goods (change of mind)
Your right to cancel (distance/online orders)
If you are a consumer buying online/at a distance, you have the right to cancel your order within 14 days of the day you receive the goods (the “cooling-off period”).
How to cancel
To cancel, you must notify us clearly (e.g., via our returns form / Contact Us page) within the 14-day period.
Returning goods after cancelling
After you cancel, you must send the goods back to us within 14 days of telling us you wish to cancel.
Condition of returns / handling
Returned items must be unused, complete, and returned with all parts, accessories, manuals, and packaging. You may handle goods only as you would in a shop to inspect them; if the goods show signs of use beyond this, we may make a deduction for any loss in value (where permitted).
Return postage
Return postage costs for unwanted items are paid by the customer (unless we supplied the wrong item).
Refunds (including outbound delivery)
If you cancel within the cooling-off period, we will refund the price paid and the cost of standard outbound delivery (if you paid for enhanced/express delivery, we refund only the standard delivery element).
We may withhold the refund until we receive the goods back or you provide evidence of posting.
2) Custom / made-to-order items (including custom two-tone work)
Where an item has been made to your specifications or clearly personalised, the statutory right to cancel does not apply. This includes RIFs/two-tone items that we have painted/finished specifically to your request/order.
(Your statutory rights for faulty/not-as-described goods still apply.)
3) Faulty goods (statutory rights + our process)
If your item is faulty, not as described, or not of satisfactory quality, you have rights under the Consumer Rights Act 2015.
Within 30 days of delivery
You may have the short-term right to reject and receive a refund if the goods are faulty.
After 30 days (and up to 6 months from delivery)
You are normally entitled to a repair or replacement in the first instance. If a fault appears within the first 6 months, it is generally presumed to have been present at delivery unless we can prove otherwise (or that presumption is incompatible with the goods/fault).
After 6 months
You may need to provide evidence the fault was present at delivery/purchase (e.g., an engineer report), depending on the circumstances.
How to report a fault
Please call 0208 194 2000 first. We will assess the issue and advise whether troubleshooting can resolve it or whether a return is required. Where a return is needed, it must be authorised and processed via our online returns form.