We will do our utmost to ensure that you don't need to use the information contained here, however in a very small number of cases, things do go wrong, and this is how we will help you get things sorted.

This returns policy does not affect your statutory rights. 

If your Order was damaged in transit

On your Order Second Acknowledgement it will advise you of the following steps to take when accepting your order:

Please note that we advise that any orders of mirror or glass products are checked upon receipt.

Check the packaging, ensure that it is intact and has not been opened or damaged. 

If the packaging is damaged in anyway, open the item whilst in the presence of the courier.

Check each item to see if any damage has occurred.

If only the packaging was affected by the transit and the products are fine, sign for the package in the normal fashion.

If the item inside the packaging is damaged, advise the courier of the fact and reseal the item.  You may have to sign the delivery docket and add the comment "refused due to damage".  The courier will return the item to us.

Email or call us as soon as possible to let us know.  We will organise the dispatch of a replacement product or substitute.

If the item is Defective

You have the right to return a faulty item within a reasonable period of time.  Please keep all warranty information and other documentation received with your Order, as this may be needed should there be a fault.

In the unlikely event that you have a faulty item, please call us.  Often we are able to provide technical assistance in remedying what is initially thought to be a fault.

You may also find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you.

If you choose to return the product to us, call and let us know and we can discuss the most appropriate way of organising the return of the item.

If we sent you an item you did not order (an incorrect item)

As soon as you find out that we have sent you an incorrect item, please contact us and let us know and we can discuss the most appropriate way of organising the return of the item.

I ordered the wrong item and want to return it

As soon as you realise that you have ordered the wrong item, please get in touch and we can discuss what you would like to do.

If you wish to return the item to us and select a replacement item, this can be organised.  We will refund the cost of the original item, however you will be responsible for the original cost of delivery and also for the cost of returning the original item to us.  The replacement item will be treated as a new order. 

I have not received all of the items I ordered

Occasionally, we may choose to deliver your items in more than one package.  This could be for a variety of reasons.  If this is the case, you will only be charged for the delivery cost quoted to you in the Second Acknowledgement.

You can view the status of all your Orders by logging in to the Online Shop and selecting the Account Maintenance option in the Your Shop menu at the bottom of the page.  You will receive a minimum of two acknowledgement emails regarding your order. We may send you other communications to advise you of any changes or issues with your Order.

How do I return an item?

We will need to discuss with you the most appropriate way of returning an item depending on the size and value of the package.  Please contact us to discuss further. 

You will need to ensure that any package returned to us is labelled clearly with our address and that you enclose the delivery note that accompanied the package.

If we agree to send you a replacement item for a damaged, defective or incorrect item, you must return the original item to us prior to any replacement or refund being issued.