Refund Policy
This page explains how and when money comes back to you. It works alongside our Return Policy, which sets out what can be returned in the first place.
When you get a refund
- You cancelled an order before it was dispatched.
- We could not fulfil your order, or could not deliver it.
- A return has been accepted under our Return Policy and you chose a refund rather than a replacement.
- You were charged more than the confirmed order total.
How much you get back
- Order cancelled before dispatch, or we could not supply — the full amount, delivery charge included.
- Wrong, damaged or short delivery — the full value of the affected items. If it made up the whole order, the delivery charge too.
- Unopened stock returned because you no longer want it — the item value, less the original delivery charge and any collection charge.
How long it takes
| You paid by | Refund goes to | Time after approval |
|---|---|---|
| Online payment | The original payment method | 7–10 working days |
| Bank transfer | The account you paid from | 7–10 working days |
| Cash on delivery | Bank transfer to an account you give us | 7–10 working days |
The clock starts when we approve the refund, not when you first contacted us. For card and online payments your bank may take a few days more to show the credit, and that part is out of our hands.
Partial refunds
If only part of an order is affected, we refund only that part. The rest of the order stands.
Replacement instead
For a wrong or damaged item you can ask for a replacement rather than money back. That is usually faster, and we will get it to your site on the next available delivery.
Something gone wrong with a refund?
If you were told a refund was approved and it has not reached you within 10 working days, contact us with your order number:
[PHONE] · [EMAIL]