Your Rights and Other Terms

Returns and cancellations

Returning items

You can return most items for any reason, with some exceptions (see "Product Exceptions"). Items must be returned to us in a new, unused condition and in the original packaging. Unless you have told us you wish to cancel your order (see "Cancelling orders"), you must return the item to us within 28 days of receiving it. Please allow enough time for postal or courier services to reach us.

Cancelling orders

You can cancel an order up to and including the 14th day after its delivery day for any reason, with some exceptions (see "Product exceptions"). You need to tell us if you want to cancel your order. You can contact us or use our Cancellation Form which is available on our website. Please send back the items no later than 14 days after telling us you wish to cancel. Please take care of the items. We reserve the right to reduce the refund amount if the value of the items is reduced by your actions.

If you return all the items in an order, we'll refund the cost of the returned items plus the delivery charge (excluding any additional charges for Nominated Delivery or Next Day Delivery). However, if the return is made via our courier or through a myHermes ParcelShop, we'll charge you a return fee and deduct it from your refund. The return fee won't be more than the original delivery charge. Returning the item by any other method is entirely at your cost.


If you have bought a warranty for the items you are returning, please read the warranty documents for details of how to cancel it if you want to.

Product exceptions

Unless faulty, the following items cannot be cancelled or returned - bespoke, customised or personalised items; items sealed for health or hygiene reasons if unsealed; sealed audio, video or software recordings if unsealed and sealed smart devices including mobile phones, Apple® items, tablets, wearable technology and computer devices ("Smart Devices") if unsealed and used.

You can examine Smart Devices as you would in a shop but you must not start using them, set up or install them, input any data/software or log in details (such as your iCloud® ID). The Smart Devices must be returned in an 'as new' condition in its original, undamaged packaging and unused along with any accessories received with them. If Smart Devices are not returned in an 'as new' condition, you may make deductions, up to the value of the Smart Device, to account for the diminished value of the Smart Device and you may not receive a full refund.

Your statutory rights are not affected.

Faulty items

If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer a full or partial refund, repair or replacement as appropriate in the circumstances. Please contact us to arrange the return of any faulty items.

Installation and connection

Gas and Dual Fuel must be installed by a Gas Safe registered engineer. In most cases we can arrange this when contacting you to arrange a delivery date.

If you have chosen removal of old appliance (where available) the appliance must be disconnected prior to the carrier arriving by a qualified engineer.

Please note we will not carry out TV wall mounting during the installation process. Further information concerning installation and connection can be found in the section Other Useful Information.

If you wish to return an item which has been installed or connected (as part of delivery), any installation charges will not be refunded.

Pricing policy

We describe every item in our catalogue as accurately as we can. However, occasionally product description or pricing errors occur. If after you have submitted your order we discover such an error or the item ordered becomes unavailable we'll do our best to inform you at the earliest opportunity. You may then choose whether to proceed with your order or to cancel it. If we cannot contact you, we may treat your order as cancelled. Subject to this, we intend that prices remain valid for the life of this catalogue. All orders are subject to our acceptance. We accept your order and form the contract between you and us only when the goods are despatched to you. Finally, all our products are subject to availability.

Protecting your interests and our complaints procedure

We aim to get it right first time, but if we make a mistake we'll try to put it right promptly. If you have a question or complaint, you can call our Enquiry Line on 0345 026 3900 and we'll work with you to try and reach a satisfactory outcome over the phone. Alternatively, you can send us an email or write to us using the contact information that can be found on your statement or our website. Don't forget to include your Customer Number so we can find your records quickly.

If we need to investigate further, we'll confirm receipt of your complaint within 5 working days and try to resolve it as soon as possible. Complex complaints can take a little longer and in this case, we'll always let you know when to expect an answer. If we have not reached an agreement within 8 weeks, we'll give you information about the Financial Ombudsman Service.

We subscribe to the Mailing Preference Service and the Telephone Preference Service.

For staff training and for quality control purposes, your calls may be monitored or recorded.