Product Returns & Cancellations
If your product is faulty, or if you have received the wrong item, please call your local trading store. Any returns will be at the manager’s discretion until further notice.
Need to return an item?
If you’ve got any questions, queries or problems with your item(s), contact us to request an order refund form. Don’t forget to quote your order number in your email.
Don’t want your item?
Under 28 days: If you don’t want your order, you can either return it to your nearest store with your invoice or use contact us to request a returns form and post the form and the item(s) to us from your local post office. Depending on the item, you may be subject to a 15% restocking charge.
On cancellation/return, where you have received the Goods, you must return the Goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of notification to us, (unless we agree in writing that you may dispose of them; in which case please comply with the manufacturer’s instructions before disposing of hazardous Goods). You must return Goods with all components and also any promotional items received (including free gifts) or discounted additional products. If we agree to collect the Goods from you then we may charge a fee for the carrier pick up service.
Faulty item?
Under 28 days: If your item is faulty, we’ll collect it from you free of charge and offer you an exchange or a refund. Contact us to request a FREEPOST returns form.
Over 28 days: Check if the manufacturer of your item has a helpline, a repair or warranty service, or a collect and repair service. If there’s no warranty or repair service, email us at [email protected] or drop into your nearest store and speak to a member of the team about what to do next.
Other
When you return items to us, please include all parts, components and extras and drain any fuel and oil. If your item is powered by lithium batteries, please return your purchase to store.
Non-returnable items
We don’t accept returns on any bagged products such as plaster or cement, or bespoke items such as mixed paint. For a full list of exclusions, please see our Terms & Conditions of Trade.
There are also some items that are excluded from the 28-day return policy for unwanted items. These include made-to-measure goods (items cut or mixed to your requirements), used macerators, toilets, water pumps, and boilers where the box/product has been opened. For more information, please contact your local store where our team will be happy to answer any of your questions.
Click & Collect Order Cancellation
If you wish to cancel your click & collect order you must contact the order pick up store to arrange the cancellation. For us to process the refund we will require you to have the same card you paid for the order available so we can refund the money back into your account.