Cancellation and Returns
If you would like to cancel an order that is not yet shipped. You can cancel an order via the Account>Orders page. Go to your Account page, select Orders from the left side menu and request to cancel the desired order. Even if an order is already shipped on occasions there is still the possibility to cancel the order. We cannot guarantee this but will try to cancel an order where possible. You will receive an email to confirm if the order has been cancelled.
B2B Returns & Damages: If the consignee is not satisfied with the goods received you can raise a return request within 14 days from day of receipt. If they have arrived damaged we allow 2 working days to report damaged goods (this is excluding furniture delivery via our specialist delivery service where goods are required to be checked on delivery. Refusal to check goods will result in failed delivery charges. Any claims after goods have been checked and accepted will be rejected). To start a return / exchange / parts request you will need to go to Account>Orders section find the desired order for return by using the search order bar (you can search by order number or post code of the delivery address). Once you have found the desired order for return please fill in the Return Request form. We will then review your return request. After goods have been returned we will issue a credit to your account ONLY. The credit will only be issued once goods have been returned to our warehouse and fully inspected. Goods have to be returned unused in original packaging without any signs of the goods being in additional transit for return to be accepted. If goods are being returned due to “change of mind” there will be a 20% re-stocking fee applied to the return of goods.
Dropship Returns & Damages: If the consignee is not satisfied with the goods or they have received damaged we allow 2 working days to report damages (excluding furniture delivery service where it is required for goods to be fully checked on delivery and photo proof is provided where this has taken placed) or 14 days to accept return of goods if your buyer changes their mind. To request return of goods you will need to start a return / exchange / parts request you will need to go to Account>Orders section find the desired order for return by using the search order bar (you can search by order number or post code of the delivery address). Once you have found the desired order for return please fill in the Return Request form. We will then review your return request.
For drop ship orders if the goods are damaged/faulty upon arrival we will replace the goods or the component part required, if for any reason your customer wishes to cancel and return the buyer must return to the stated return address below at their cost (if returned by the buyer’s own methods we do not take responsibility of goods damaged in transit). Alternatively we can arrange return, these return costs will be invoiced to the account holder and it is their responsibility to redeem these costs back from their buyer.
It is the responsibility of the account holder to make sure their buyer returns all of the products complete back to us in original packaging with the invoice number stated on the package as reference.
We will not accept a return request if the original packaging has been disposed of.
We will only credit upon complete return of goods in original packaging, if goods are received back without original packaging there will be a 30% re-stocking fee applicable to the account holder.
Upon return of goods the account holder will be credited for the value of the goods ONLY deducting any fee’s applicable.