Returns & refunds
How to return an item, and when a refund is issued.
Eligibility and time limits
You can return an unused item in its original packaging within 30 days of delivery. Products that have been installed, connected to a water or power supply, or fitted with a wax seal cannot be returned, for hygiene and safety reasons. This does not affect your statutory rights.
Costs and packaging
Return freight is paid by the customer unless the item arrived damaged or incorrect. Original shipping charges are refunded only when the return is a result of our error. Large items must travel back in their original packaging, on a pallet where the carrier requires one. Pack the product so it cannot shift in transit.
Refund process
Start a return from the contact page and choose the return topic. We confirm eligibility and send return instructions. Once the item is received and inspected, refunds are issued to the original payment method within 5–10 business days.
Damage and incorrect items
If your order arrives damaged, or you receive a different item from the one you ordered, contact us within 48 hours of delivery with your order number and photographs of the packaging and the product. We will arrange a replacement or a full refund, including return freight.