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Returns

You'll find everything you need to know regarding the returns process right here on this page.

For most items you want to return, you can use our simplified and streamlined 'Auto Returns Form'

For anything else, you will need to request a return by filling in our 'Standard Returns Form'

If you require additional information or have something specific, please read through our 'returns information' further down the page. 

Auto Returns

We have now made it even easier to return items that are no longer required or ordered in error.

The Auto Returns Form makes it easier to return your items without the need to get in touch providing...

  • The product is NOT on our Exclusion List (see below)
  • Returned to us within 30 days of purchase.
  • The product must be unused, unfitted,
    unopened and in a resaleable condition.
  • Each item must not exceed £75+vat in value
  • Product packaging must not be damaged, covered in plasterboard / building dust etc.
  • You are responsible for returning the product back to us.

Product exclusions and additional information can be found below.

 

START YOUR RETURN

Request a Return

If you need to return your item which does not qualify for using our Auto Returns method you'll need to Request a Return and fill in our Standard Returns Form instead.

Our Standard Returns Form can be used for the following...

  • Faulty Items
  • Incorrect item sent
  • Other reason for return
  • Items that are no longer required*
  • Items that are ordered in error*

You will need to fill in our online returns form first. Once you have filled in our standard returns form, we will get in touch with the appropriate return options available. 

* for items that don't qualify for our Auto Returns method.

Standard Returns Form

Exclusion List for using Auto Returns

To qualify for using the Auto Returns method

  • Each item must not exceed £75+vat in value.
  • The product must NOT be part of the following ranges:
    Google Nest Products, All Smart Home Products, All Heating Products including Radiators, All Car EV Chargers and their associated accessories, Air Conditioning Products, Ventilation Products excluding Elex ranges, CP Electronics items, Cut-Cables and Cut to length LED Strip, Custom Cut to Length items.
  • Custom & Specialist made to order items cannot be returned.

You would need to inform us if you would like to return any item on the exclusion list, please fill in our standard online return form.

*Items that exceed 30 days of purchase cannot be returned and will not be refunded.

Inaccurate or missing information on our Auto Returns form may result in a delay for refunds being issued.
If you cannot provide your order number please use the invoice number starting with PO

Returns Information

Faulty Products

If your product becomes faulty within 1 year of purchase, in most cases you can return your item for a replacement. (a refund will be issued instead if the item is no longer available). There are some exceptions to this depending on the product, we will let you know once you have filled in our standard online returns form.

For customers in England, Wales and Mainland Scotland there are 4 options we can offer you.

  • Option 1. Return the faulty item back to us, upon return we can send you an advanced replacement. If you provide us with a Royal Mail postage receipt, we can cover the cost of postage for you.

  • Option 2 (most common option). 
    Place a new order through our website for the product you require, please write the comments box "Advanced Replacement" at the checkout stage. When we dispatch your replacement, we'll provide you with a DPD Pre-Paid Returns Label for sending the faulty item back to us. Once your faulty item has been returned and inspected a refund including the additional fee (if charged) during checkout on the advanced replacement order will be issued.

  • Option 3. If your faulty item needs to be returned but a replacement is not required, we can provide you with a Pre-Paid Returns Label for returning your faulty product back to us. When your faulty item is returned and inspected a refund will be issued.

  • Option 4. If you require a replacement item, we can email you a Pre-Paid Returns Label for sending your faulty item back to us. Once your faulty item is returned and then inspected, we can send out a replacement item to you.
    Please note: depending on the item we may refer you to use either option 1 or 2.

For customers in Northern Ireland and Remote Destinations such as Scottish Highlands / Islands there are 3 options we can offer you.

  • Option 1. Return the faulty item back to us, upon return we can send you an advanced replacement. If you provide us with a Royal Mail postage receipt, we can cover the cost of postage for you. (please ensure you use a Track and Trace service)

  • Option 2. Place a new order through our website for the product you require, please put in the comments box "Advanced Replacement" at the checkout stage. Please return the faulty item back to us, if you provide us with a Royal Mail postage receipt, we can cover the cost of postage for you. (please ensure you use a Track and Trace service)
    When your faulty item is returned, inspected and tested, we will issue a refund in full including the carriage cost.

  • Option 3. If your faulty item needs to be returned but a replacement is not required, please return the faulty item back to us, if you provide us with a Royal Mail postage receipt, we can cover the cost of postage for you. (please ensure you use a Track and Trace service). When your faulty item is returned to us, we will issue you a refund.

Please note: We are unable to offer a Pre-Paid Returns Label or courier collections to these destinations.

ADDITIONAL INFORMATION REGARDING FAULTY ITEMS

If a product is returned and no fault is found by our inspection team or via the manufacturer, sadly, we would not be able to issue you a refund against that item. You are responsible for collecting the item from us if no fault is found.

Please note: If a replacement product cannot be sent due to the product being discontinued by the supplier a refund will be issued instead. Faulty items will be tested, if no fault is found your product may be returned to you.

Overseas customers will have to return any faulty or unwanted items at their own cost. We are unable to provide a pre-paid postage label or offer a courier collection to customers overseas. This includes ROI (Ireland), Northern Ireland, Isle of Man, Scilly Isles, The Channel Islands and any other Country or Island off the Mainland.

When your faulty item is returned to us, we will issue you a refund including any carriage charges if applicable.

Do not return any items to us until we have issued you with a returns number.

Faulty Aico Products: If your Aico product develops a fault, you must contact Aico directly they will try and assist you over the phone. If the product is deemed faulty by Aico, you must obtain a case number directly from Aico before we can accept any returns. No refunds will be issued until we have the case number and the product is returned to Aico and inspected by them.

Rointe Products: If your Rointe product arrives damaged, leaking, develops a fault or has any other technical issue, you'll need to get in contact with Rointe directly. Email [email protected] with your product serial number, product code, proof of purchase and a message describing your issue. In most cases Rointe will be able to resolve the issue or offer a replacement. We are unable to accept a return if you have not contacted Rointe in the first instance.
Please note: a Rointe returns reference number may be required for accepting your return.

ROLEC EV CHARGERS NOTICE: WE ARE UNABLE TO TAKE BACK ANY ROLEC CHARGERS AFTER THE 1st  JULY 2022 DUE TO THE REG CHANGES

Project EV Car Chargers Notice: If your EV Car Charger develops a fault or if there is an issue with its operation you must get in direct contact with Curv360/Project EV in the first instance as they will go over with yourself some troubleshooting steps or may arrange for an engineer to visit onsite. In most cases the faulty unit can be diagnosed over the phone however, in the event that the issue cannot be fixed over the phone or remotely Curv360/Project EV will arrange with the customer or end user to visit the property where the unit has been installed and the engineer will attempt to fix the unit onsite. If the unit cannot be fixed during the engineers visit, Curv360/Project EV will provide the customer / end user with a returns reference number. The returns reference number is required for the supplier, wholesaler at the place of purchase authorisation to accept the return.

ORDER HAS NOT ARRIVED OR HAS ARRIVED DAMAGED

If your order has not arrived, it is likely your order is still on its way to you however, for an update please give us a call or send us an email and we will happily investigate this for you. You should receive an email with tracking details once your order has been dispatched.

If your order / parcel has arrived damaged, please sign your parcel 'DAMAGED' with the courier and contact us straight away. If you can please take some photos of the damaged box or item.

Please report any damages as soon as your receive your parcel.

SHORTAGES

Shortages and/or discrepancies must be reported to us within 48 hours of when your order is delivered by the courier or delivery company.
Please note: The 48 hour period starts from when your order has been delivered by our delivery partner 'DPD' or by any other courier. For example: if your parcel was delivered on 15/05/23 at 15:00, the latest you can report to us the shortage or discrepancy is 17/05/23 by not later than 15:00.

ITEMS NO LONGER REQUIRED OR ORDERED INCORRECTLY

You can use our Auto Returns to return items that are no longer required.

You must return your unwanted item within 30 days of purchase, after 30 days your item cannot be returned.

Items that are no longer required can be returned on the condition that...

  • The product has not been used or fitted.
  • Product MUST be in a resalable condition and contain the original packaging including all the contents inside the package. No part of the product should be missing.
  • Product packaging must not be damaged or opened from a sealed packet. This includes rips and tares, covered in plasterboard or building dust which dis-colours or damages the packaging and missing packaging altogether.
    Any internal parts included with the product i.e screws must not be missing.
  • The item was purchased within 30 days, after 30 days your item cannot be returned.
  • You are responsible for returning your product(s) back to us at your own cost. We cannot be held liable for your return not reaching us. 

Exclusions on certain products do apply to our Auto Returns procedure. If your item is on the exclusion list you will need to fill out our normal online returns form.

 

If you have ordered an item incorrectly, simply place an order through our website for the correct item and return the incorrect item back to us. Please make sure you do this with in 30 working days of receiving your order. You will need to return the item back to us at your own cost. You can use our Auto Returns for this.

Overseas customers will have to return any faulty or unwanted items at their own cost. We are unable to provide a pre-paid postage label or offer a courier collection to customers overseas. This includes ROI (Ireland), Northern Ireland, Isle of Man, Scilly Isles, The Channel Islands and any other Country or Island off the Mainland.

Order Exchanges

If you have received your order and you would like to exchange your item for something else, the easiest way to proceed would be to order the item you require through our website and use our Auto Returns (if qualified) or fill in our standard online Returns Form to return the item you no longer need. Please do this with in 30 days of purchase, if your item is past the 30 day point, we are unable to accept returns.

Additional Information

Refunds will only be issued with the original payment method that you provided during checkout, for example if you paid via PayPal, your refund will be issued through PayPal.

Dimmers / Dimmer Modules can only be returned if deemed faulty by the manufacturer or returned unused, unopened and unfitted as part of our 30 day return policy. You cannot return dimmers / dimmer modules that have been installed and don't work due to compatibility issues. Dimmers / Dimmer Modules must be checked prior to purchasing to ensure they are compatible with the lights / fittings that are being used.
Please also note: Dimmers must be installed by a qualified electrician and must be programmed correctly as per the manufacturers instructions.

Overseas customers will have to return any items at their own cost.

Specialist items or items made to order cannot be returned.

Once we have received your return it could take up to 14 working days before a refund is issued.

Terms and Conditions

Information is set out on this page is additionally bound by our terms and conditions of sale. You can find our Terms and Conditions by clicking here