Returns & Refunds Policy
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Small Appliances (Vacuum Cleaners)
How to return
Go to the Contact Us page and submit the form with your order number and reason for return. We will email you a pre-paid returns label (please check your spam or junk folder if you cannot find it). Package the product securely; any suitable box is fine as original packaging is not required. Print and attach the returns label. We will book a free collection with our courier. Your refund will be issued once the item reaches our warehouse; please allow up to 14 days for processing.
Bundles
Both items in a bundle are covered by our 30-day money-back guarantee when both are returned. If you return only one item, we will refund the difference between the bundle price and the current price of the item you are keeping.
Free gifts
Free-gift promotions are covered by the 30-day money-back guarantee. To receive a refund, both the purchased item and the free gift must be returned.
Warranty and faults
All products include a 1-year warranty. If you believe your product is faulty, contact Customer Service via the Contact Us page and we will help diagnose and resolve the issue.
Your right of withdrawal (14 days)
You may withdraw from the contract within 14 days of receiving your order, or the final item in a split delivery, without giving a reason. To exercise this right, submit an explicit request via the Contact Us page; we will send a withdrawal confirmation. Requests made within 14 days meet the deadline.
We will refund all payments within 14 days of receiving your withdrawal request. We may withhold the refund until the goods are returned or you provide evidence of return, whichever is earlier. Refunds are made to the original payment method unless you request otherwise, in which case additional fees may apply.
We will arrange a free courier collection. You are responsible only for any diminished value resulting from handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
Return due to defect or non-conformity
If you receive an incorrect or damaged product, contact Customer Care via the Contact Us page and include photos where possible. We will confirm the next steps by email and arrange a free collection or a replacement or refund as appropriate.
Large Appliances (Major Domestic Appliances)
How to return (change of mind – 30 days)
Use the Contact Us form with your order number, reason for return, and a telephone number. We will confirm by email and our logistics partner, Product Care Group, will send instructions to book a collection date. Collection is free; you will not pay any pick-up or shipping costs. Product Care Group will collect the appliance, check its condition, and start the refund process. When the appliance is received at our warehouse, we will issue your refund within 2–5 working days, subject to bank processing times, to the original payment method.
Faulty, damaged or incorrect appliance
Call 03444 995599. We will arrange an engineer visit to repair where possible, or if required, organise a collection and refund.
Preparing your appliance for collection
Ensure the appliance is disconnected and empty, and for refrigeration fully defrosted. Provide clear access from the entrance to the room. Original packaging is not required, but items must be safe to handle.
General notes
If packaging or goods arrive visibly damaged, you may refuse delivery or sign as “received with reservations”. We do not make changes to your property, such as cabinetry, plumbing or electrics, for collections or returns. Refunds are processed once goods are received or evidence of return is provided, in line with the timeframes above. Nothing in this policy affects your statutory rights.