Cancellation & Returns
Customers placing an order through our website have the right to cancel their order for any reason, from the moment it is placed until 14 days after the goods are collected or delivered. This is known as the cancellation period. You must notify us in writing that you wish to cancel the order. You can download a cancellation form by clicking here.
For full details of how to cancel and return an order on this basis, please see our terms and conditions.
The cancellation period only applies to orders placed exclusively by means of distance communication (e.g. online, by telephone or by email) where no face-to-face contact between the buyer and seller has taken place. If you placed your order during or subsequent to a visit to our showroom, or where we have visited your property to provide a quotation, please refer to the different terms and conditions agreed when you placed your order.
Returns & Refunds
If you wish to cancel your order during the 14 day cancellation period and have already received the goods, you will be responsible for the cost and method of returning the goods to us. We strongly recommend that the original packaging is retained and used, as it will be difficult to return the product in good condition without it.
Goods can be returned in person at our our Cambridge showroom. You could also return goods to us using a courier, at your own cost. We recommend that a tracked and insured courier service is used, as the goods remain in your possession until they are received by us.
Once the goods have been received by us in good condition, you will be entitled to a full refund including the cost of the original delivery (but not the cost of returning the goods to us).
We may make a deduction from the refund if the goods have been diminished in value as a result of unnecessary handling (e.g. if a product has been used, installed, damaged or modified while it was in the customer's possession).
If you wish to return goods after the cancellation period has ended, or if the cancellation period does not apply to your order, a restocking fee will be deducted from the amount refunded to you. The restocking fee varies between products, so please contact us to discuss this.
Damage In Transit
Any damage to the goods must be reported to us as soon as possible, and no later than 3 working days after the goods have been received.
Claims for damage must be reported to us in writing. This can be by letter, fax or email. Any supporting evidence (e.g. photos of the damage) will help us process the claim more efficiently.
We regret that, due to the strict timescales imposed by our couriers, we are unable to accept any claims for damage after the end of the 3rd working day after the delivery took place (the delivery day being day zero). For example, if the goods are delivered on a Friday, we must be contacted in writing by the end the working day on the following Wednesday.