Need to cancel an online order, report a damaged item or arrange a return? Start here, then contact us before sending or taking products back.
This policy explains the practical returns process and does not limit your legal rights. Consumer rights may include remedies where goods are faulty, not as described or not fit for purpose.
Tell us within 14 days after receiving the goods that you wish to cancel. You then have a further 14 days to send the goods back.
Contact us as soon as reasonably possible with the order number, a description of the issue and clear photographs of the product and packaging.
Consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes. Contact us and we will review the request under the agreed trade terms.
Some products require controlled transport, so please do not post goods or take them to a collection branch until the team confirms what to do.
Use the contact form, email or phone and state that the enquiry is about a return.
Include your order number, item, reason for return and photographs where relevant.
We will confirm the authorised address or collection arrangement and any transport requirements.
Handle products only as much as reasonably necessary to inspect them. A refund may be reduced if unnecessary handling has diminished the value of the goods.
Keep products secureReturn the complete item in suitable original packaging wherever possible.
Custom productsMade-to-order, custom-tinted or mixed products are not normally cancellable for change of mind, unless faulty.
Restricted carriageSome chemicals cannot be returned through ordinary postal services. We will advise on the correct transport route.
Refund timingWhere a consumer refund is due, it will be processed within the timescale required by law, normally after the goods are received back or return evidence is supplied.
For the quickest resolution, keep the order number and product details to hand when you contact us.
If you bought as a consumer, tell us within 14 days after receiving the goods. You then have another 14 days to return them. Certain exceptions apply, including goods made to your specification.
For a qualifying consumer cancellation, the standard outbound delivery cost is refundable. Any extra amount paid for an enhanced service is not refundable beyond the standard-delivery amount.
The customer is normally responsible for the direct return cost. Because some products have carrier restrictions, contact us before choosing a return service.
Not without prior agreement. The branch used for collection may not be the correct returns location. Contact us first and wait for an authorised return route.
Contact us promptly with photographs and keep the product and packaging. Your legal rights are not affected by the change-of-mind conditions on this page.
Have your order number, product name and a brief explanation ready. If something arrived damaged, include photographs of both the item and the packaging.
