We check goods and pack all orders very carefully, but occasionally damage can occur in transit. If goods are received damaged please let us know so that we can put matters right without delay. If possible please forward picture(s) so we can establish if it is best to supply a replacement part or resend the complete item.
We will keep you informed and tell you if we need to pick up the damaged item. Please email or call us during office hours on 028 9045 8956.
We make very few packing mistakes and we are really sorry if there are any errors or omissions. Naturally we will correct any mistakes as quickly as possible. We do ask customers to unpack and check the order within 2 days of receipt please. If you cannot find an item remember to empty the packages as certain components travel better sandwiched between other items.
If we have sent you the wrong item, or if you have ordered the wrong item, please be sure to keep the original packaging so the goods can be returned in perfect condition.
We regret no claims for errors or omissions can be accepted more than 7 days after the date of delivery.
Goods not required
Purchases made by consumers for personal use (where the intended use is not in connection with the individual's trade, business, craft or profession) are covered by the Consumer Rights Act which gives you 14 days to change your mind and a further 14 days to return the goods. The value of goods returned in satisfactory condition will be refunded, but not the original carriage cost.
The cost of returning goods is the purchaser's responsibility, except in the case of incorrectly supplied, faulty or damaged goods. Some items are too large or heavy to send by post and a carrier service will be the best solution. Retuned goods are at the risk of the purchaser until safely received by us. We advise you to use an insured and trackable shipping method.
When requested we can quote for picking up unwanted goods. Please bear in mind that collection charges are usually higher than delivery charges.
Condition of returned items
We can only accept back for credit goods which are 100% resalable. The product must be intact without any scuffs or scratches and in the case of sheet materials must still have the protective coating on as originally supplied. In practice this means that a product to be returned should not have been assembled or installed.
Once agreed, refunds will be processed promptly using the same method as the original payment. Please allow up to 14 days (but usually it's quicker). If you require a Credit Note for your accounts please mention this so we can email it to you.
Bespoke or custom items
Products which are custom-made cannot be returned for credit unless damaged. Unfortunately orders for bespoke items cannot be cancelled once production has commenced.