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Returns

To give you extra peace of mind when ordering, we offer an industry-leading 60 day returns policy. If you purchase an item and decide it's not right for you, you can return it to us at your own expense for a refund. 

Similarly, if an item you've purchased develops a fault within the warranty period, we'll be happy to provide a replacement once this has been confirmed by either us or the manufacturer. 

Our returns process is very simple to follow and you can do the whole thing online via the My Account section, so there's usually no need to call us or email. A typical return usually takes 14 days to complete - from the time it reaches us to the time we provide a replacement or refund - but it can take longer with some products or manufacturers.


How to return an unwanted item

1. Decide within 60 days

Providing you've not used your item, and it's in a resaleable condition, you can return within 60 days and we'll give you a refund or store credit to use on another order. Certain items (such as cut-to-size liners, pipework, live plants, or spare parts) can't be returned.

2. Request a returns number

Go to the My Account section, locate your order, select the item you want to return, and let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.

 

3. Send back your item

If you're returning an unwanted item, you're responsible for covering the costs. We recommend packaging your item carefully and sending it via an insured service since if it arrives damaged you'll need to claim its value from the courier. 

Return an unwanted item >


How to return a faulty item

1. Request a returns number

Go to the My Account section, locate your order, select the item you want to return, and let us know why you're returning it. We'll get back to you within a day or two to authorise the return and provide the details you'll need to send it back to us.

2. Send back your item

Our returns team may need to speak to you to investigate the fault. They resolve many problems and can avoid the need to send items back. If a fault is suspected, we'll either collect it or send you a pre-paid label to send it back.

3. Wait for testing

Most suppliers want us to test faulty items before replacing them, and a few require us to send the item to them. We'll do this as quickly as we can, but it can take up to 28 days. If a fault is found, we'll replace the item. If not, we'll send it back to you.

Return a faulty item >