STANDARD RETURNS POLICY

We have now introduced a dedicated Returns Portal on our website, where all returns a requests must be submitted.

You can indicate your intent to return within 14 days of receiving your product under the Consumer Contracts Regulations. For any change-of-mind return, the item must be unused, in its original condition, and in a fully resalable state.

To begin a return, please use the Returns Portal available on our website. Once your return request has been approved, you will receive full return instructions and a returns reference number.

⚠️ Please do not send any items back to our returns address without first obtaining approval through the Returns Portal. Any unauthorised returns received without prior approval or without a valid returns reference may be refused and sent back to the sender.

Change-of-mind returns must be sent back at the customer’s own cost using a tracked delivery service of your choice. After submitting your return request, you then have a further 14 days to send the item back.

If the item has been used, installed, filled with water or chemicals, or shows signs of wear or use, it will not qualify for a change-of-mind return. However, if the product is faulty, we will still support you through our warranty process.

If you experience an issue with a product, we recommend contacting our team on 0151 548 5500 before submitting a return, as many issues can often be resolved quickly over the phone.

WARRANTY RETURNS

If you wish to make a warranty claim for a product or part, please call our customer service team on 0151 548 5500

Before returning any item, our technical team may first try to diagnose and resolve the issue remotely to avoid unnecessary downtime and return costs.

Our products carry a return-to-base warranty, meaning customers are responsible for the cost of returning items to us.

When returning a product or part, please ensure your returns reference number, order details, contact details, and reason for return are included inside the packaging.