Refunds & Returns Information

Online Order Returns & Refunds Information

We very much hope that you will not have a need to return an item, but should that unlikely situation arise it is our aim to make the process a transparent and straightforward one for you. 

We have outlined our terms for returns and refunds in this guide here and your Statutory Rights are not affected by this information.

If you do require extra help with your situation then just get in touch with us for further assistance by clicking the button at the bottom of this page or by using the contact details from your e-commerce digital receipt.

Our full terms and conditions for the broader Harlow business (including our branches) are outlined within two documents:

Business to comsumer terms and conditions link HERE

Business to business terms and conditions line HERE

The below is an outline of our business to consumer terms & conditions for returns & refunds only:

Business to Consumer Damaged or Faulty Goods

We are happy to conduct an exchange or provide a full refund for faulty damaged goods providing we have been made aware of the fault within 10 days of purchase and proof of purchase can be supplied.

If your order was for delivery then please get in touch with the online shop team to discuss your issue by email or phone and we'll do our best to rectify your issue as quickly as possible.

If you placed a click and collect order and have already collected your goods then please contact the branch you collected your goods from to discuss your issue with our team directly.

In either circumstance when making contact please put all relevant information that relates to your order in your email (such as your order number, name & contact information) or if you are giving us a call please have your invoice to hand so that our team can locate your order on our system and provide prompt & efficient service.

All refunds can only be placed on the account that goods were originally supplied on or if appropriate refunded onto the card used to make the original purchase.

Business to Consumer Unwanted Goods

When standard stock goods or items are no longer wanted to provide they are in a fully re-saleable condition and returned to the branch of purchase by you (with the original invoice) and within 30 days of purchase, we will offer a full refund. 

The branch team will determine whether goods are re-sellable before agreeing to any refund and this decision is final. 

Please note that in cases where a delivery to your designated address has been used or delivery has been conducted directly to you by a third party supplier or manufacturer these products are not deemed to be standard stocked products and can be returned for a refund if you organise your own carriage to do so or in turn we organise the carriage and you, in turn, cover the cost of the shipment in full. We will assess the products to ensure they are in new undamaged and as shipped condition prior to processing a refund less any carriage charges incurred by us for retun.

If we have conducted a delivery of standard stocked items to you and you no longer want them and you would like to return your goods you can do this by organising a carrier carrier at your own expense for return or alternatively we will organise a return shipment and deduct the cost of return shipment from your final refund of goods. We will inspect returned goods upon receipt to ensure they are in new, unused, unadamaged and as shipped to you condition before issuing your refund.

We will agree a date with you for collection within seven days of notification providing the goods are available within our own branch delivery network. If the goods are located out of this scope we will organise a courier collection and inform you of a date for collection by a third-party carrier.

Some of the goods we supply are machined or manufactured bespoke to our customer's order requirements and as such these bespoke goods cannot be refunded once an order is placed and the machining or manufacture process has commenced. We will advise you if your goods are of this nature at the point of purchase.

Business to Consumer Cancellations

If you have placed an order via our online shop for delivery or click and collect and wish to cancel your order then if your order has been placed for delivery please contact our e-commerce team by clicking the link below. Please provide the relevant order information (your order number, name & contact information) in your email.

If your order has been placed for click and collect then you can contact the branch you had placed the order to collect from directly to inform them that you no longer require your goods. Please have your invoice handy to provide all relevant details regarding the order when making contact.

Our business to business terms & conditions differ from the above, and if you are a busines transacting with us you can find our full terms and conditions by clicking HERE

You can contact our e-commerce team and find branch contact details by clicking the links below.