Issued 29 July 2026 · Consumer Contracts Regulations 2013, Consumer Rights Act 2015

Returns and refunds

Two separate rights sit behind this page: 14 days to change your mind about anything, and 30 days to reject something that arrives faulty. Nothing written here cuts into your statutory rights, and where this page and the law disagree, the law wins.

1. Changing your mind, 14 days

The Consumer Contracts Regulations 2013 let you cancel an order for any reason within 14 days of receiving the goods, with no explanation owed to us.

  • Tell us inside those 14 days: email with the order number.
  • You then have another 14 days to get the goods back to us.
  • We refund within 14 days of the goods arriving, or of you showing proof of postage — whichever happens first.

2. What a refund covers

The price of the line, plus the standard delivery charge you paid on the way out. If you paid extra for an express or timed service, we refund the standard rate rather than the upgrade.

Refunds go back to the card or account that paid, in the currency you were charged. We charge no restocking fee on an ordinary cancellation.

3. Who pays return postage

  • Changed your mind: you pay to send it back. This is stated here and again at checkout before you pay, as the regulations require.
  • Faulty, damaged or wrongly described: we pay, either with a prepaid label or by refunding what you spent.

Enclosures and vanity units move on a pallet or a two-person service. Ask us before booking a courier yourself and we will arrange collection at the same rate.

4. The state goods come back in

Handle an item the way you would in a shop: unbox it, look at the finish, check it against the opening. If its value drops because it was handled beyond that — fitted, sealed to a wall, scratched in use — we may deduct the loss, and we tell you the figure before we take it off.

Keep the packaging until you are sure. It does not need to be pristine, but glass panels and ceramics need their original protection to travel safely.

5. Where the 14-day right stops

  • Anything made or cut to your measurements, such as bespoke glass panels and made-to-order vanity tops.
  • Sealed hygiene items once the seal is broken, such as handsets supplied sealed for hygiene reasons.

Every other line in the list carries the full cancellation right. These two exceptions never touch your rights over faulty goods.

6. Faulty, damaged or not as described

Separately from cancelling, the Consumer Rights Act 2015 gives you the right to:

  • Reject the goods for a full refund within 30 days of delivery.
  • Ask for a repair or replacement between 30 days and 6 months; if that fails or cannot be done, you can then claim a refund.

This covers lines excluded from the change-of-mind right too, and we pay return postage every time. Damage in transit settles fastest when it is photographed early, so please picture the box and the item before unpacking any further and send us the shots.

7. Sending something back

  1. Email with the order number and the codes you are returning.
  2. We reply with the return address, a reference number and any packing instructions.
  3. Pack it securely, write the reference on the outside, send it.
  4. Keep proof of postage until the refund lands.

Returns are received at . Please wait for the reference before posting anything: unmarked parcels take far longer to match to an order.

8. Questions before you buy

Ask, and we will answer within 1 working day. Email or call . is registered in England and Wales, company number .