Exchange and Returns Policy

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Overview

Return and Exchange Policy

We are committed to ensuring your complete satisfaction with every purchase. Our Return and Exchange Policy is designed to be straightforward, flexible, and customer-focused, offering you peace of mind when shopping with us. This policy outlines the eligibility criteria, conditions, timelines, and processes for returning or exchanging items, ensuring clarity and convenience.

Eligibility for Returns and Exchanges

  • Account Holders: Customers with registered accounts can initiate returns or exchanges directly through their Order History on our website or app.
  • Guest Shoppers: Guests who have placed orders without an account can return items in ‘Collected’ or ‘Delivered’ status by contacting our Customer Support team or visiting one of our branches.

Conditions for Returns and Exchanges

To be eligible for a return or exchange, items must meet the following conditions:

  • Non-Faulty or Change of Mind Returns: Items must be in their original, resellable condition, unused, unopened (where applicable), and in their original packaging with all tags, accessories, and documentation intact.
  • Faulty or Damaged Products: If an item is faulty, defective, or damaged upon receipt, it may be returned or collected for a refund or replacement, subject to inspection. For branded items under manufacturer warranty, claims should be directed to the manufacturer as outlined below.

Return Window

We offer a generous 30-day return window for non-faulty or change of mind returns, starting from the date of delivery or collection. Faulty or damaged items may be returned outside this period, subject to the conditions outlined below or under the manufacturer’s warranty.

Proof of Purchase

A valid proof of purchase (e.g., order confirmation email, receipt, or invoice) is required for all refunds, exchanges, or credits. Without proof of purchase, we may be unable to process your request, though our Customer Support team will do their best to assist you.

Products Not Eligible for Return or Exchange

The following items are not eligible for return or exchange unless faulty or damaged:

  • Bespoke or made-to-measure goods tailored to your specifications.
  • Unsealed chemical or gas products, due to safety and regulatory requirements.
  • Non-faulty unsealed electronic goods, including those with broken seals on spare parts (e.g., PCBs, fans).
  • Non-faulty used gas valves.
  • Goods that deteriorate rapidly once opened (e.g., perishable items).
  • Non-faulty used hygiene products, for health and safety reasons.

For faulty items in these categories, please refer to the manufacturer’s warranty process or contact our Customer Support team for assistance.

Manufacturer’s Warranty for Branded Items

For branded items covered by a manufacturer’s warranty, any claims for faults or defects should be directed to the manufacturer. Please refer to the warranty documentation provided with your product for contact details and claim procedures. Our Customer Support team can assist with guidance if needed.

Order Cancellations

  • Before Dispatch: If you cancel your order before it has been dispatched, we will issue a full refund to your original payment method.
  • After Dispatch: If your order has already been dispatched, you can return the items to one of our branches or via our designated returns process for a refund or exchange, provided the items meet the conditions outlined above.

How to Return or Exchange an Item

  1. Initiate Your Return:
    • Account Holders: Log in to your account, navigate to Order History, select the relevant order, and follow the prompts to request a return or exchange.
    • Guest Shoppers: Contact our Customer Support team via phone, email, or live chat, or visit a branch with your proof of purchase.
  2. Package Your Item: Ensure the item is securely packaged in its original condition, including all accessories, manuals, and packaging.
  3. Return the Item: Use our prepaid return label (where applicable) or return the item to one of our branches. We recommend retaining proof of postage until your return is processed.
  4. Processing: Once received, your return will be inspected, and a refund or exchange will be processed within 5–7 business days to your original payment method or as a store credit, depending on your preference.

Refunds and Exchanges

  • Refunds: Refunds will be issued to the original payment method or as store credit, depending on your preference and the nature of the return. Refunds for faulty items may be subject to inspection.
  • Exchanges: If you prefer an exchange, we will dispatch the replacement item as soon as the original item is received and inspected, subject to availability.

Contact Us

If you have any questions about our Return and Exchange Policy or need assistance with a return, our Customer Support team is here to help. You can reach us via:

We strive to make your shopping experience seamless and stress-free. Thank you for choosing us.