If your product was purchased online, over the phone or by mail order, you have a cancellation period of 14 days starting from the moment you place your order and ending 14 days after you receive your merchandise. You then have another 14 days to return the product to us.
Your 30 day right to return:
If your goods are faulty you have 30 days to return them to us.
Your consumer returns rights after 30 days:
If you don’t return the goods within the first 30 days, and find a fault within the first six months of owning your item(s), you’ll need to give us a chance to make a repair or replacement.
If that’s unsuccessful, you can then ask for a refund. In fact, it would be normal practise for us to offer you one.
After six months:
After the first six months, the burden of proof switches to you to prove the fault you’ve found was present at the time you took ownership of the goods. All items are photographed prior to leaving our stores so we can verify the condition and packaging should any clarification be needed.
Buyer pays transport costs for returning items to us in all cases. Where an item is faulty, we will reimburse the original postage cost of the order when issuing a replacement or refund.
Unwanted items will be refunded, less postage costs and paid in the form of a voucher or credit note. Items must be in unused condition and returned in original packaging.
If you are upgrading your item(s) after a year or more of use, you may return the original item or items to us for a trade-in, with discount given in the form of a voucher or discount off the purchase price of your new item(s). Return costs will be considered in this discount, along with condition of goods, to determine the trade-in offer we will provide.
Where items have been specially ordered or configured for you personally (i.e. custom made to specifications) we cannot accept returns and will not offer refunds if the goods are unwanted or you ‘change your mind’.
There may be a path to returning your item(s) in such cases but this will need to be determined upon resipt of goods back to us and will only be done at our discretion.
In the case of faulty goods that are made to order and don’t perform as expected, we will pay back your costs to return the item, conduct repairs or replace item(s) without issue. If an economical repair or suitable replacement cannot be found, we will refund you in the form of a voucher or credit note or to the original payment method, depending on your requirements and the circumstances surrounding the order.
We cannot offer refunds or returns on consumable goods such as polish, wood wax, oils or accessories that are perishable and have been used.
Consumer Rights Act: Consumer Rights Act 2015 (legislation.gov.uk)
Understanding the law: I want to return something bought online – Which?