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Refund & Returns Policy
We want you to be fully satisfied with every purchase. If something isn’t right, we make the returns process as simple as possible.
Your Right to Cancel
You have the legal right to cancel your order within 14 calendar days of receiving your goods โ no reason required. This applies to consumer and trade/business customers alike. You must then return the items within a further 14 days of notifying us.
Returns Eligibility
To be accepted for a return, items must be:
- In their original, unused and undamaged condition
- In the original packaging with all accessories, manuals and components included
- Returned within 14 days of the delivery date
- Accompanied by your order number or proof of purchase
Items That Cannot Be Returned
- Made-to-order, bespoke or specially sourced products
- Items that have been installed, used or modified
- Products returned without original packaging or missing components
- Hygiene or safety-sealed goods where the seal has been broken
- Items damaged due to misuse or incorrect installation
How to Return an Item
Refund Timescales
| Return Reason | Refund Amount | Original Shipping Refunded? |
|---|---|---|
| Change of mind | Full product price | No |
| Faulty or defective item | Full price + shipping | Yes |
| Incorrect item sent by us | Full price + shipping | Yes |
| Damaged in transit | Full price + shipping | Yes |
Refunds are issued to your original payment method once we’ve received and inspected your return: Credit / Debit Card 1โ3 working days, PayPal 3โ5 working days, Bank Transfer 5โ7 working days, Trade Credit Account 3 working days โ the same timescales as Sitex Direct.
Start Your Return
Ready to return an item? Contact our support team and we’ll guide you through the process.