Returns & Refunds

Cancellations and external warehouse processing

Orders may be processed and dispatched from an external warehouse. For business orders, cancellation instructions must be given in writing by email to our team or another written method confirmed by us.

If a business order is cancelled on a later day after it was placed, a 25% restocking charge and two-way courier cost apply. The courier cost depends on the size, weight and nature of the order. Made-to-order, specially sourced or configured goods may not be cancellable once processing has begun.

These charges form part of our business-to-business cancellation policy. Nothing in this policy limits a right or remedy that cannot lawfully be excluded.

Personal purchases and cancellation rights

We welcome personal and business purchases. If you buy wholly or mainly for personal use, you can cancel an eligible online or telephone order before delivery or within 14 days after receiving the goods. Tell us clearly by email, telephone or the optional cancellation form below, then return the goods within 14 days after notifying us. No consumer cancellation, restocking or pallet administration fee applies.

We refund the goods and the cheapest standard outbound delivery charge to your original payment method, unless you agree otherwise. We refund without undue delay and within 14 days of receiving the goods back or evidence that you sent them, whichever is earlier. If we offer to collect, we refund within 14 days of cancellation. We may deduct only a loss in value caused by handling beyond what is necessary to inspect the goods.

Change-of-mind cancellation does not apply to goods genuinely made to your individual specifications or clearly personalised, or to sealed goods unsuitable for return for health or hygiene reasons once unsealed. We explain any applicable exception before you order. A standard product manufactured after ordering, or selected from our normal fuel, shelf or oven options, is not automatically bespoke. Faulty-goods rights remain protected.

For a personal change-of-mind return, you pay the direct return transport cost. Our standard collection charge is £12 including VAT for each parcel-sized item up to 30kg and £60 including VAT for each pallet-sized item above 30kg. For equipment requiring special transport, we disclose the collection cost or a reasonable estimate before you order. If you arrange your own return, your carrier's charge applies. We pay reasonable return costs for faulty or misdescribed goods returned under your statutory rights.

Read the UK government guidance on returns and refunds.

Business and commercial returns

Business customers do not have an automatic change-of-mind return right. A discretionary commercial return requires our written approval and must normally be requested within 14 days of delivery.

Approved items must be unused, uninstalled, complete, in resalable condition and in their original undamaged packaging with all manuals, accessories and parts. The restocking charge is 25% of the full invoiced item value. Where the item was delivered on a pallet, an additional £120 plus VAT administration charge applies.

The customer is responsible for the return cost and transport risk. Any repair needed because of return damage, or the cost of replacing missing parts supplied with the order, may be deducted from the approved business refund. Specially sourced, made-to-order or configured goods are normally not accepted for a change-of-mind return.

These terms do not affect an agreed or mandatory remedy where goods are faulty, misdescribed or do not conform to the contract.

Faulty, misdescribed or unsuitable goods

If you believe an item is faulty, unsafe, not as described or not fit for an agreed purpose, stop using it where continued use may cause damage or create a safety risk and contact us promptly.

Please provide the order number, serial number where available, a clear description of the problem and photographs or video if practical. Depending on the accepted sale terms, the age of the item and the nature of the fault, the available remedy may include parts support, repair, replacement, price reduction or refund.

For personal purchases, statutory rights include a short-term right to reject faulty goods, normally within 30 days, and repair, replacement or other remedies where applicable. These rights are independent of any manufacturer warranty and also apply to bespoke goods.

Warranty duration, parts cover, labour cover and service arrangements depend on the manufacturer, model and accepted sale terms. See our Warranty Service page for the claim process and exclusions.

Damaged or incomplete deliveries

The inspection and reporting process depends on whether the order arrives on a pallet or through a parcel carrier. Follow the delivery instructions agreed for your order.

If the pallet driver will not allow time for inspection, refuse the delivery and contact us so delivery can be rebooked. Do not sign that the product is in good condition when it has not been checked. Where a carrier provides an “unchecked” option, use it only if our team or the driver confirms that this is the correct procedure.

Parcel deliveries: parcel drivers may not wait while an item is opened. Inspect the product immediately after delivery and report any transit damage in writing within 24 hours.

For every damaged delivery, take clear photographs of the product and packaging, retain all original packaging, and contact us within 24 hours. Missing parts should also be reported within 24 hours. This timeframe is important for the carrier claim and does not remove any right that cannot lawfully be excluded.

Do not return a damaged item without written instructions. We will provide the correct external warehouse address and transport arrangements after reviewing the report. Full delivery conditions are on our Delivery Information page.

Discretionary business return exceptions

For business purchases, we normally do not accept change-of-mind returns for made-to-order, specially sourced, configured, installed or used equipment, sealed hygiene-sensitive goods that have been opened, incomplete products, or items without suitable original packaging.

A return may also be refused where the customer knew about the specific fault or difference before buying and the request is based only on that disclosed issue. This does not remove an agreed or mandatory remedy for a separate fault or misdescription.

Please ask our team before ordering if an item will be specially sourced or configured for your premises.

How to request a return

Email our team to request a return. Include your name, order or invoice number, the product name or SKU, the reason for return and supporting photographs where relevant.

Business returns need written approval. Consumer cancellation does not require our approval; contact us promptly for the correct return address and transport instructions. We will provide the correct external warehouse return address promptly. Please contact us before arranging transport so your return goes to the right location. Business returns sent without approval may be refused; consumer cancellation does not depend on that approval and your statutory deadlines and rights remain protected.

Include a copy of the approved return information with the product. Pack returns securely with all parts, accessories and documents. Original packaging is helpful. For personal purchases, missing original packaging does not by itself remove a cancellation right; use suitable packaging for safe transport.

Return transport, refused delivery and costs

For an approved discretionary business return, the standard return-delivery charge is £10 plus VAT for each parcel-sized item weighing up to 30kg, and £50 plus VAT for each pallet-sized item weighing more than 30kg. Two-way carriage or a different carrier charge may apply depending on the order; we will confirm the total before arranging transport.

If a business customer refuses delivery without first cancelling in writing, the order is treated as having been dispatched and the applicable 25% cancellation or restocking charge and two-way courier costs apply.

The business purchaser is responsible for the direct cost and transport risk of a discretionary return. For large equipment that cannot normally be sent by post, we will confirm suitable collection arrangements and the applicable cost.

For a personal change-of-mind return, you pay the direct return transport cost. Our standard collection charge is £12 including VAT for each parcel-sized item up to 30kg and £60 including VAT for each pallet-sized item above 30kg. For equipment requiring special transport, we disclose the collection cost or a reasonable estimate before you order. If you arrange your own return, your carrier's charge applies. We pay reasonable return costs for faulty or misdescribed goods returned under your statutory rights.

Refunds and unavailable goods

We do not offer automatic change-of-mind refunds for business purchases. A refund is made only where we approve a discretionary return, agree a remedy for non-conforming goods, or the accepted contract or applicable law requires it.

Approved business refunds are normally processed to the original payment method within 7–14 days after the returned goods have been inspected. The confirmed restocking, administration, carriage, repair or missing-component costs will be deducted where applicable.

If an item is unavailable after ordering, we will contact you about an alternative, revised lead time or refund. If we cannot reach you after reasonable written attempts, we will cancel the unavailable item and return any payment received for it rather than issuing store credit without your agreement.

Consumer cancellation refunds follow the personal-purchase rules above. Business cancellation, restocking and administration deductions do not apply to statutory consumer cancellations.