Covid-19: Returns Update
Due to high demand in the courier network, there is currently a possibility of short delays to returned items being delivered to us.
Our courier partners are doing all they can to get deliveries to us as quickly as possible, but please bear with us if the processing of your return is slightly delayed.
You will receive an email notification once your refund has been processed. We thank you for your patience.
We want you to be delighted with your purchase and would be grateful if you would check the contents of your delivery carefully within 24 hours of receipt. If you wish to report missing, damaged, or faulty goods, please follow the link below.
Please have your order number to hand, you can find this on your order confirmation. See below for an example.
- For orders placed before 17th April 2022
Your Order No. Starts with the letter “O”. Not with the number zero “0”
For orders placed After 17th April 2022
Your Order No. is the Web order No. Starting “5”
Please be aware of the courier parcel limits:
- DPD accepts parcels up to 20kg, max 60 x 60 x 60cm;
- Shell accepts parcels up to 5kg, max 45 x 35 x 16cm;
- InPost accepts parcels up to 15kg, max 41 x 38 x 64cm;
- Please use DHL Express collection service for larger parcels.
What happens once we receive your damaged or faulty item(s)?
Our Returns Department will be in touch via email once you have dropped off / had your item collected via our portal.
To enable us to process your return please respond giving full details for the return reason.
Once the item(s) has been received back by us it will be processed through our Returns Department (subject to compliance with our Terms and Conditions) including a full inspection and testing. Should your item be found to be faulty or not up to the required standard a credit will be issued within fourteen days including any applicable carriage charge.
If the item is found not to be faulty and is up to the required standard no refund will be issued. You will be contacted and the item can be returned to you at your cost provided you confirm to do so within 14 days of notification. Following this period, the item(s) will be disposed of in accordance to the WEEE directive.
Our 'Change Your Mind' guarantee...
If you wish to return anything under our Change your Mind Guarantee, we have extended our policy to 30 Days from your delivery date. Please let us know within 30 days of receiving your order if you want to return any part of it.
To initiate the return process please click on the link above and follow the simple process.
Also, it is really important that we receive your Change your Mind returns in a saleable condition - with all the original manufacturers packaging (unmarked in any way and no labels attached), free issue bulbs (where applicable) accessories and instructions complete and intact otherwise this could affect your refund. Individual component parts of a "kit" cannot be returned unfortunately.
Non-stock items, one off items ordered as “specials” cannot be returned either.
If you need to re-seal the manufacturers packaging please only use the minimum amount of clear tape to secure.
Please ensure the product box is packed suitably for transit in an outer carton or bubble wrap.
The cost of our Returns Drop off service is £4.99 Inc. VAT.
Our Returns Collection service is from:
One Box: £10.99 Inc. VAT
Two Boxes: £13.99 Inc. VAT
Three Boxes: £15.99 Inc. VAT
For full details regarding our returns policy, please see our Terms & Conditions.
If you have a query about returning your order please contact our Returns Team on firstname.lastname@example.org.
We're open Monday – Friday, 8.30am - 5.30pm and would love to help you out with any questions you might have. Alternatively, take a look at our Help & FAQs section for some commonly asked questions.