Returns & Cancellations


Though we hope that you will never need to return anything, should you need to do so, we aim to make it as quick and easy as possible to exchange or refund your purchase. Please note your statutory rights are not affected by this guidance.

Return method 1:
You can return an item from any post office (must be under 1m/2kg) or courier service. You will need to complete the Returns Form and include it in your package. In some instances, we can arrange a carrier pick up service. Please Contact Us to discuss this if needed. Costs incurred by returning by post or courier are the responsibility of the customer unless goods are faulty. In this case, the cost will be refunded or credited to customer's account on receiving of goods.

Return Method 2:
Simply take your unwanted or faulty items back to our Stores CounterRemember to bring your receipt, invoice or order reference number. We will check the items and confirm they were purchased in the last 30 days. Then we can make an exchange or issue a refund against the original method of payment.
Please note some items are excluded from our returns policy or are not suitable to return to store and we know it’s not always possible to get to a store – see below for more details:

Warranty claims for machinery must be approved. Please Contact Us before returning any faulty machinery. Small faulty items may be returned via standard Returns policy. Read more


What do I do if an item develops a fault after 30 days?
If an item is faulty and you purchased it more than 30 days ago, it is our aim to get the problem put right as quickly as possible. Depending on the circumstances, you will be entitled to either a repair or replacement, or we may offer a refund or price reduction.

I've installed my product, but a part is faulty/missing, can I exchange/receive just that part?
Currently, we do not directly supply spare parts for all products that we sell. Therefore, if you have installed your products, discovered or encountered a fault and are not easily able to remove or return them, our standard returns procedure might not be the best solution for you. To discuss the options that might be available, please Contact Us. If you have bought a product for personal (and not business) use, and it turns out to be faulty, your statutory rights will not be affected and we will refund, repair or replace the product in line with the Consumer Rights Act 2015.

Can I return something even if it’s not faulty?
You are able to return an item provided it is within 30 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. This does not include goods that are cut, mixed or made to your requirements. We cannot accept the return of unwanted water pumps, boilers, boiler parts or boiler spares where the product box/packaging has been opened.

My product came direct from a supplier, how do I return it?
If your product came direct from one of our suppliers, we may need to organise your return with them. Please Contact Us to work out the best course of action to take.

I've not received my refund yet, how long does this take?
Refunds to card can take 3-5 working days, refunds to PayPal can take 5-10 working days. If you have not received your refund within this time, please Contact Us.

My product is faulty but is still guaranteed by the manufacturer, what do I do?
You will need to contact the manufacturer directly in the first instance for assistance. The guarantee information should have been provided with the product at the point of purchase. However, if you require assistance with locating the manufacturer or their contact details, please Contact Us.

Do I need a cancellation form?
By law we have to provide you with this Cancellation Form. However, you do not have to use. You must however include a Returns Form with any of the above methods.