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After you've ordered

Tracking your order

Want to know how your order is progressing? Log into the order tracking portal below; you just need your sales order number and email address.

Click here to go through to Order Tracking.

Changing your delivery date

Give us a call on 0330 041 2271 if you need to change your delivery date. We’ll need at least 3 working days’ notice to make the change.

Easy Returns

Ordered the wrong item? Or not happy with the product? Simply contact us within 14 days from the day after delivery to return your order.

  1. Log into our returns portal to create a return request
  2. We'll get back to you within 48 hours to authorise the return.
  3. You can then send the product back to us via a secure courier. You’ll need to arrange and pay for the courier, you should also make sure the product is insured with the courier and securely packaged for the journey.
  4. Once we've received the product back we’ll check it over and then contact you with the next steps.

If the item has been used or installed we will only make a partial refund to cover the diminished value of the product.

Our Easy Returns policy is for consumers only, if you are one of our business customers, please check our Commercial Terms and Conditions.

My product arrived damaged

Please contact us immediately on 0330 041 2271 to report any damage.

It's rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.

Please check your new item as soon as it arrives, you should report any damage or missing items as soon as possible. Even if you’re waiting for an installer or storing your items we highly recommend that you check them for damage first. Please don’t try and fit or install damaged items without talking to us first as you may cause further damage.

How to report a damaged product:

  1. Log into our returns portal to create a return request or give us a call
  2. Upload any pictures of the damage via the return portal
  3. We will respond to you within 48 hours to inform you of the next steps

My new product is faulty

We’ll sort it for you.

It’s worth noting that all our new products come with at least 12 months warranty for UK and Irish consumers. You can contact us direct to return a faulty product but we often find it’s useful for you to contact the manufacturers helpline first, they can help you diagnose the fault and try to resolve it on the call – we find that over 50% of returns enquiries can be resolved over the phone. If they can’t they’ll give you a fault reference number. They can often resolve issues quickly without the need for further action. You can find the manufacturer contact details here.

How to return a product to us:
Where possible we recommend contacting the manufacturer helpline first and obtain a fault reference number. If an engineer has visited already and you have a reference number from them please provide this as part of your return request, while this isn’t necessary it does help speed up the process.

  1. Log into our returns portal to create a return request.
  2. We'll arrange to collect the product. You should also make sure the product is securely packaged for the journey. Make sure you include all accessories that arrived with the product.
  3. Once we've received the product back we'll check it over and then contact you with the next steps.

We're here to help

We love speaking to our customers! We don’t hide our contact details away, feel free to get in touch whichever way suits you best.

See our customer service page, for the most ideal way for you to get in touch with us.

If you're an existing customer and you'd like to chat to us about your current order, you can find a local rate phone number on your order confirmation email. This is usually free to call from most landlines and mobile packages.

Need to escalate a complaint? Click here for our Complaints Procedure.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.

The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

As a Producer under the UK WEEE Regulations, we comply with its Producer Obligations by being registered as a Member of the WEEECare Compliance Scheme and obtaining the WEEE Producer Registration Number – WEE/FB5353ZX

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new appliance from us we would accept their old appliance back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at £19.98 (inc VAT) - this service must be requested at the time of ordering your new appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances if they have been fully defrosted.

Alternatively, there is a network of recycling centres across the UK where consumers and end users of WEEE can also take WEEE free of charge to be discarded, reused and/or recycled. The complete list of locations can be found at: www.recyclenow.com

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

Click here to see the WEEE information for the Republic of Ireland

 
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