Returns and Refunds

What is the reason for your return?

Return policy

We have different return timings and procedures, depending on why you need to return your product to us.

Any return periods will exclude the dates that stores are closed

Unwanted items

For items bought online or over the phone, unwanted items can be returned even if you have opened them for inspection. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging.   As our customer services team are very busy at the moment, we’ve extended the amount of time you have to return opened products from 14 to 21 days.

If you purchased in-store, and the product is unopened and is pristine condition, then we’re giving you extra time to return your product, you’ll have 21 days from your local store re-opening.

Faulty goods

Within 30 days of purchase or delivery, you may return a faulty product for an exchange or refund. If you purchased from store, and your product developed a fault whilst our stores were closed, then you can return these within 30 days of your local store re-opening.

Within product’s guarantee period (normally 12 months from purchase or delivery), we will offer you a prompt repair service. We do not cover faults caused by accident, neglect, misuse or normal wear and tear.

Damaged or incorrect produce

If you unpack your product and find it damaged or incorrect, please contact us as soon as you can so that we can arrange a return or exchange product for you.

You can arrange free product collection and refund, or an exchange or repair, by contacting our customer services team.

Returns & refunds FAQs

How long does it take to get a refund?

If you’re waiting for a refund of your order, please note that refund payments are currently delayed as a result of the impact of Covid-19. These can take up to 14 days to process. If you’ve been waiting longer than 14 days, then please contact our customer services team.

How do I cancel an order I haven’t received?

If you choose to cancel an order that was purchased online that you have not yet received, please chat now to one of our helpful colleagues using our Webchat service. Alternatively, please use our dedicated online cancellation request form.

If you refuse delivery by telling the delivery driver, please chat now to one of our helpful colleagues using our Webchat service.

Can I return a product without proof a purchase?

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice.

Can I receive a refund for the delivery charges I paid for my purchase?

Yes we do refund the delivery charges in most instances. However, in some cases delivery charges may not be refunded, our contact centre will discuss with you.