Returns & Refunds

Have you changed your mind? No problem! Under the Consumer Contracts Regulations 2013, you can cancel your order anytime from the moment you place it up to 14 days after receiving your items—this is sometimes referred to as a cooling-off period.To cancel just let us know within this time by email, phone, or WhatsApp, whether you’re cancelling part or all of your order. Once you've told us, you have another 14 days to return the items.

If you ask to cancel after the 'cooling-off period', we won’t be able to process the request. Also, any returns made after the 14-day return window will be sent back to you at your own cost. Items must be unused and in a resalable condition to qualify for a refund.

There are a few situations where we won't be able to accept your return for a refund:

- Perishable items such as levelling compounds, primers, and adhesives
- Unwanted items after 14 days
- Items ordered outside of our catalogue (these will have an ‘S’ followed by a number on your invoice)
- Items ordered to specific requirements, such as Uponor pre-insulated pipe once cut
- Electrical items that have been installed unless faulty
- Electric underfloor heating mats or cables that have been opened or unrolled
- Any items damaged in transit

Reason for Return	Notification Period	Need to Know	Who pays the return costs
Unwanted	14 days from delivery then a further 14 days to have any item returned to us	Any items must be in new condition and unused - By 10:30 or By 12 delivery costs are non-refundable	Customer
Damaged in Transit	Within 48 hours	Please provide images to show the damage. On return items will be assessed	Refund up to Royal Mail standard delivery once fault is confirmed
Faulty - First 30 days	Within 30 days	Items need to be returned for inspection by the manufacturer	Refund up to Royal Mail standard delivery once fault is confirmed
Faulty -30 days to 6 months	30 days to 6 months	Upon inspection, any items will be repaired or replaced	Refund up to Royal Mail standard delivery once fault is confirmed
After 6 months	6 years	Any fault needs to be shown as present at the time of purchase	Refund up to Royal Mail standard delivery once fault is confirmed

All other terms and conditions apply. This does not affect your statutory rights. Business customers may be subject to fess for returning all or part of their order.