Returns and refunds

If something isn’t right, call us on 0345 5488 202 before sending anything back so we can give you a returns number and the return address. Returns without a returns number may be delayed.

Changed your mind

You can return unused items in their original, unopened packaging within 14 days of delivery. We refund the price of the goods once they are back with us and checked.

• Return postage is paid by you, unless the item is faulty or we sent the wrong item.
• Items must be complete, with all accessories, manuals and packaging.
• If an item comes back used, damaged or incomplete, we may reduce the refund to reflect its value.

Your legal right to cancel (consumers)

If you are buying as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive your goods to tell us you want to cancel, and a further 14 days to send the goods back. We refund the price of the goods and the standard delivery charge within 14 days of getting the goods back, or of you showing us proof that you have sent them. You can examine the goods as you would in a shop, but we can reduce the refund if they have been used beyond that.

This right does not cover goods made or ordered to your specification, or sealed items such as software licences once the seal is broken or the licence key has been revealed.

Business customers

If you are buying for a business, including installers buying for a customer’s site, the consumer cancellation right does not apply. We will still accept unused items in their original, unopened packaging within 14 days, as above. Special order and non-stock items cannot be returned unless faulty.

Faulty items

If an item is faulty, call us on 0345 5488 202. Depending on the product we will ask for a few details to help diagnose it, then arrange a repair, replacement or refund. Consumers have the rights set out in the Consumer Rights Act 2015, including a full refund for faulty goods reported within 30 days of delivery. See our warranty page for faults after that.

Wrong item sent

If we sent the wrong item, tell us within 48 hours of delivery. We will collect it and send the right one at no cost to you.

How refunds are paid

Refunds go back to the card or account you paid with. We aim to process them within 5 working days of receiving the return, and always within 14 days.