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Returns & Refunds

Changed your mind? No problem!

Under the Consumer Contracts Regulations 2013, you can cancel your order at any time from the moment you place it until 14 days from the day after receiving it - this is sometimes known as the cooling-off period. You then have a further 14 days to return anything from your order back to us. 

How to Cancel

To cancel part or all of your order, simply contact us within the 14 day window by email, phone, or WhatsApp.

Once you've let us know, you'll have another 14 days to return the items.

Important Information

Return requests after the cooling-off period (14 days) cannot be accepted.

Returns received after the 14-day return period will be sent back at your cost.

Items must be unused, undamaged and in resealable condition to be eligible for a refund.


Items We Can't Accept for Return

We're unable to accept returns for the following:

  •  - Perishable items such as levelling compounds, primers, and adhesives.
  •  - Unwanted items returned after 14 days.
  •  - Non-catalogue / special order items (identified by an 'S' followed by a number on your invoice).
  •  - Customised Items, such as cut-to-length Uponor pre-insulated pipe.
  •  - Installed electrical items (unless faulty).
  •  - Electric underfloor heating mats or cables that have been opened or unrolled.
  •  - Items damaged during 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 1,2, delivery costs are non-refundableCustomer
Damaged in Transit
Within 48 hours
Please provide images to show the damage. On return, items will be assessedRefund up to Royal Mail standard delivery once the 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 the fault is confirmed

Faulty -30 days to 6 months
30 days to 6 monthsUpon inspection, any items will be repaired or replaced

Refund up to Royal Mail standard delivery once the 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 the  fault is confirmed

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

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