We'll get back to you within 48 hours to authorise the return.
You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
Once we've received the product back we’ll check it over and then contact you with the next steps.
If the item has been used or installed we will only make a partial refund to cover the diminished value of the product.
Please contact us immediately on 0330 041 2271 to report any damage.
It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.
For our large appliances delivered by a 2 man team we offer an unwrapping and packaging recycle service. The driver will unbox the product for you and wait while you check your product. This service allows you to report any issues at the point of delivery so the driver can take the goods back if required, this speeds up the process for us to send a replacement.
Please check your new item as soon as it arrives, you should report any damage or missing items as soon as possible. Even if you’re waiting for a kitchen fitter or storing your items we highly recommend that you check them for damage first. Please don’t try and fit or install damaged items without talking to us first as you may cause further damage.
How to report a damaged product:
Log into our returns portal to create a return request or give us a call
Upload any pictures of the damage via the return portal
We will respond to you within 48 hours to inform you of the next steps
My new product is faulty
We’ll sort it for you.
It’s worth noting that all our new products come with at least 12 months warranty for UK and Irish consumers. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. If they can’t they’ll give you a fault reference number. They can often resolve issues quickly without the need for further action. You can find the manufacturer contact details here.
How to return a product to us: Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this isn’t necessary it does help speed up the process.