Returns & Right of Withdrawal

Your 14-day right of withdrawal

As an EU consumer you may withdraw from the purchase within 14 days of receiving the goods, without giving a reason. Tell us within that period by email or through your account, then send the item back within 14 days of telling us. We refund the item price and the standard outbound delivery cost within 14 days of receiving the returned goods or of your proof of return, whichever comes first.

Return shipping

For withdrawal returns, you bear the direct cost of return shipping — this is the standard arrangement and it is why we try to get the product information right on the page, including weight and dimensions, before you order. For bulky items on the sea lane we will tell you the realistic return cost in advance if you ask; for some items it exceeds the value of the goods, and we would rather say so than let you discover it afterwards.

Condition

You may inspect and test the goods as you would in a shop. Items must come back complete, with accessories and packaging, and not have been used beyond what is necessary to establish their nature and function. Assembled and installed items — a rack that has been built and loaded, a handrail that has been drilled and fitted — cannot be returned as unused.

What is excluded

• Items made to your specification or clearly personalised
• Sealed consumables once opened where hygiene applies
• Items that have been installed, cut to size or modified
• Digital items once activated

Faulty or not as described

If an item is faulty, damaged or not as described, different rules apply: we cover the return cost and you may choose repair, replacement or refund. Report it within 48 hours of delivery for transit damage and within the two-year legal guarantee period for defects. Send photographs and your order number — that is usually enough for us to decide without shipping the item back first, which saves everyone a fortnight.

Two-year legal guarantee

Independently of any commercial warranty, EU law gives you a minimum two-year guarantee against goods that are faulty or do not conform to the description. Consumables and wear parts are covered for defects, not for normal wear. Keep your order confirmation: it is the document that establishes the date from which the period runs.