Refund & Return Policy

We want order issues to be reported and assessed promptly. This policy explains when an order may be cancelled and how we handle eligible return, replacement, and refund requests. It forms part of our Terms & Conditions and does not limit rights that cannot lawfully be excluded.

1. Cancellation before dispatch

• Contact us as soon as possible with the order reference if you want to cancel.
• A standard-stock order may be cancelled for a full refund if we confirm that it has not been packed, dispatched, or committed to a third-party source.
• Once an order has been dispatched, it cannot normally be cancelled and must be assessed under the return rules below.
• For custom, cut-to-size, assembled, special-procurement, or bulk orders, cancellation may not be possible after work or sourcing begins. Any specific non-refundable cost will be communicated before order confirmation.

2. Report a delivery issue promptly

Contact us within the following windows:

• Transit damage, wrong item, missing item, or incomplete quantity: within 48 hours of recorded delivery.
• Suspected functional defect not reasonably visible at delivery: within 7 calendar days of recorded delivery.

Keep the product, labels, accessories, manuals, and packaging until we provide instructions. For visible transit damage, photograph the outer package before opening where possible and note the damage with the carrier at delivery.

3. Information required

Please email or message us with:

• the order number, buyer name, and registered contact details;
• the affected product name, code, quantity, and a concise description of the issue;
• clear photographs or a short video showing the product, packaging, shipping label, and issue; and
• any troubleshooting already attempted, if relevant.

We may request additional information reasonably needed to distinguish transit damage, a product issue, installation or compatibility concerns, and ordinary wear.

4. Eligible return reasons

After review, a return, replacement, missing-item dispatch, repair arrangement, or refund may be approved where:

• the product arrived materially damaged in transit;
• the product or quantity delivered does not match the confirmed order;
• an item is materially different from the confirmed description or specification; or
• a product has a verified functional defect that was not caused by misuse, unsuitable installation, or external damage.

5. Change-of-mind requests

We do not offer an automatic change-of-mind return right for correctly supplied goods. If you contact us within 7 calendar days, we may choose to consider an unused, standard-stock item that is unopened, complete, and in resalable condition. Approval is discretionary, depends on the product and return route, and may require the buyer to pay return shipping and any disclosed restocking cost. Do not send an item back until we provide written return authorisation.

6. Items generally not eligible

Except where required by applicable law or where we supplied the wrong or defective item, returns are generally not accepted for:

• products that have been used, installed, altered, repaired, assembled, or damaged after delivery;
• customised, cut-to-size, made-to-order, or special-procurement goods;
• opened consumable, chemical, treatment, or sealed-use products where integrity cannot be verified;
• normal cosmetic variation that does not materially affect the confirmed specification or use;
• damage caused by improper storage, incompatible equipment, incorrect voltage, misuse, neglect, accident, or failure to follow instructions; or
• a buyer’s selection error where the relevant dimension, capacity, compatibility, or specification was accurately stated or confirmed before purchase.

7. Return authorisation and collection

1. We review the request and may suggest reasonable checks that can be performed safely.
2. If a return is appropriate, we issue return instructions and the address or collection process.
3. The item must be packed securely with all parts and the return reference clearly included.
4. Do not send goods on a cash-on-delivery or freight-collect basis unless we have agreed in writing.

Where the issue is attributable to us or verified transit damage, we will arrange or reimburse a reasonable approved return method. For a discretionary change-of-mind return, return costs remain with the buyer.

8. Inspection and resolution

Returned goods are assessed after receipt. We aim to complete a straightforward inspection within 5 business days, although complex equipment or third-party technical assessment may take longer. We will communicate the outcome and, where the request is approved, offer the remedy appropriate to the circumstances: replacement, supply of a missing part, repair arrangement, credit, or refund.

9. Refund timing

• Approved refunds are initiated to the original payment method or, where that is not possible, another agreed and verified method.
• We aim to initiate the refund within 7–10 business days after cancellation approval or completion of the return inspection.
• Banks and payment providers may take additional time to post the credit to your account.
• Shipping charges are refunded when the whole order is cancelled before dispatch or the return is due to our error or verified transit damage. Original shipping is otherwise non-refundable.

10. Refused and unclaimed deliveries

If a correctly addressed order is refused or returned because the recipient was unavailable, contact information was incorrect, or the shipment was not collected, we may deduct actual forward and return transport costs from any eligible refund, to the extent permitted by law. Custom and special-procurement goods may not be refundable.

11. Contact for a return or refund