Returns & Refunds

01. Overview

We want customers to receive products that match their order and the information provided on our website. If you need to return an item or report a problem, please contact us with your order details.

Your rights depend on the reason for the return and the circumstances of the purchase. This policy distinguishes between statutory cancellation rights for eligible online purchases and remedies available when goods are faulty, damaged or not as described.

Nothing in this policy is intended to exclude or restrict rights that you have under applicable consumer law.

02. Returns if you change your mind

If you are a consumer purchasing online, you will generally have the right to cancel an eligible order under the Consumer Contracts Regulations 2013.

For most eligible goods, you may notify us that you wish to cancel within 14 days after the day you, or someone you nominate, receives the goods. You then normally have a further 14 days from the date you notify us to send the goods back.

To exercise this right, please contact us clearly stating that you wish to cancel the order. You do not need to provide a reason.

You may handle or inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would be able to do in a shop.

Certain goods and circumstances are excluded from the statutory cancellation right under the applicable regulations. Any relevant exclusion will be assessed according to the actual product and applicable law; we will not apply a blanket exclusion to all fire safety products.

03. Faulty, damaged or incorrect products

If a product is faulty, damaged in transit, incorrect or not as described, please contact us as soon as reasonably possible.

Products that are faulty or not as described

Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable requirements, including being of satisfactory quality, fit for purpose and as described.

Where goods do not meet these requirements, you may have legal remedies. Depending on the circumstances, these may include the short-term right to reject within 30 days, repair or replacement, or a price reduction or final right to reject where the relevant legal conditions are met.

Products damaged during delivery

If your order arrives with visible damage, please retain the packaging where possible and send us photographs together with your order number. We will review the issue and explain the appropriate next steps.

Incorrect or missing products

If you receive an item different from the one ordered, or an item is missing, please contact us with the relevant order details. We will investigate and arrange an appropriate remedy where the issue is confirmed.

04. Product condition and return conditions

For a change-of-mind cancellation, please take reasonable care of the goods while they are in your possession.

Where reasonably possible, please return items with:

• All components, accessories and parts supplied with the product.
• Original packaging, where available and appropriate.
• Any manuals, instructions or product documentation supplied.
• Any relevant order confirmation or returns reference.

Original packaging is helpful but is not, by itself, a condition that removes statutory rights where goods are faulty or otherwise do not meet legal requirements.

For safety-related products, please do not attempt to discharge, dismantle, modify or otherwise alter an item simply to prepare it for return. Follow any applicable product safety instructions and contact us for return arrangements if the item may require special handling.

05. How to request a return

Please contact us by email before sending an item back. This allows us to identify your order and provide the appropriate return instructions.

Please include the following information:

• Your full name.
• Order number.
• Product name and quantity.
• Reason for the return, where applicable.
• Photographs or a description of any damage or fault, where relevant.
• Your preferred resolution, if you have one.

We will review your request and explain the next steps, including the appropriate return method and any relevant handling requirements.

06. Return arrangements and postage costs

For eligible change-of-mind cancellations, you are normally responsible for the direct cost of returning the goods, provided we informed you of this responsibility before the contract was concluded.

If the product is faulty, damaged, incorrect or otherwise does not meet the contract, we will not require you to bear return costs that we are legally responsible for.

We will explain the appropriate return arrangements after reviewing your request. Please follow the instructions provided, particularly where the product requires a specific delivery method or handling arrangement.

07. Refund method and processing time

Refund method

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise or another method is required by law.

We do not normally issue refunds as cash or store credit where a refund is legally due to be made through the original payment method.

Change-of-mind cancellation refunds

Where you exercise a statutory cancellation right, we will reimburse the applicable payments within 14 days of the day on which we receive the returned goods, or, if earlier, the day on which you provide evidence that the goods have been sent back.

We may withhold the reimbursement until we have received the goods or you have supplied evidence of having sent them back, whichever occurs first.

Faulty or incorrect goods refunds

Where a refund is due because goods are faulty, incorrect or otherwise do not meet the applicable legal requirements, we will process it in accordance with the relevant statutory requirements and the agreed resolution.

Bank or payment provider processing

Once we have issued a refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider. Any additional processing time is outside our direct control.

08. Refund adjustments

Where the law permits, a refund may be adjusted to reflect a reduction in the value of goods caused by handling beyond what is reasonably necessary to inspect them.

We will explain the basis of any proposed deduction. We will not apply an arbitrary restocking fee or use a return condition to remove statutory consumer rights.

Any adjustment will be assessed individually and in accordance with applicable consumer protection requirements.

09. Delivery charges and refunds

Standard delivery on orders placed through our website is free of charge. No separate standard delivery fee is normally added to the order total.

Where a consumer exercises a statutory cancellation right, we will reimburse the standard delivery cost where one was charged. If a customer selected a more expensive delivery option than the least expensive standard delivery offered, the additional cost may not be refundable where the law permits.

If an order is returned because goods are faulty, damaged, incorrect or otherwise do not meet the contract, we will handle delivery-related costs in accordance with applicable legal requirements.

10. Contact us

For return requests, refund questions or product-related complaints, please contact us using the details below.