Returns

Our returns policy

Because all goods are supplied in full pallet quantities and dispatched through the carrier network, we ask that you inspect your delivery carefully at the point of receipt. The process for raising any issue depends on the nature of the problem.

Damaged or incorrect goods

If your delivery arrives damaged or is not what you ordered, you must:

Note the damage or discrepancy clearly on the delivery documentation
Have the driver sign to acknowledge it at the time of delivery
Notify us in writing within 24 hours of receipt

Failure to note damage on the delivery documentation at the time of delivery may affect your ability to make a claim, so please do not sign for a delivery as received in good condition if it is not.

Shortages and non-delivery

If your order arrives short, or does not arrive at all, please notify us in writing within 24 hours of receipt or the expected delivery date. Include your order number and details of what is missing.

Faulty goods

If you discover a fault that was not apparent at the time of delivery, you must notify us in writing within 30 days of delivery. Where a defect only becomes apparent after that point, please notify us within 10 days of the defect becoming apparent.

Change of mind returns

As our products are sold in full pallet quantities and dispatched directly from the manufacturer, we are unable to accept returns as a matter of course. Returns for reasons other than damage or defect will be considered at our discretion. If a return is agreed:

You must obtain a Returns Authorisation Number from us before sending anything back — goods returned without this may not be credited
Goods must be in their original condition, unopened, and in original packaging
A restocking charge of up to 25% of the invoice value may apply

How to contact us about a return or claim

Please get in touch as soon as possible with your order number and a description of the issue. We aim to respond to all queries within one business day.