Returns and refunds
Ordered the wrong size, or no longer need it? Most items can be returned within 14 days. If something arrives faulty or isn't what you ordered, we'll put it right. A few items, such as anything cut to length for you, can't be returned unless faulty. These are explained below.
Changed your mind?
- 14 days to tell usYou can cancel your order within 14 days of the day after it's delivered, without giving a reason.
- 14 days to send it backOnce you've told us, you then have a further 14 days to return the item to us.
- Refunded within 14 daysWe refund you within 14 days of receiving the item back, or of you showing us proof you've posted it, whichever is sooner.
Items should be unused and returned in their original packaging where possible. If you cancel your whole order, your refund includes the cost of our standard delivery. If you chose next-day delivery, we refund the standard delivery price rather than the next-day price. The cost of sending items back to us is yours to pay, which is worth bearing in mind for large or heavy items.
We may reduce your refund if an item has been used, fitted or damaged beyond what's needed to check it.
Items that can't be returned unless faulty
Cut to length or made to order: items we cut or make to your specification, such as timing belts, roller chain, hose, tubing and pipe cut to your chosen length, can't be cancelled or returned once cut.
Sealed hygiene items: products sealed for health or hygiene reasons, such as disposable face masks, ear plugs and disposable gloves, can't be returned once the seal has been broken.
If you're not sure of a size, check the part number or call us before you order.
Faulty or wrong item?
- Faulty itemsYour legal rights apply to everything we sell, including cut-to-length items. Tell us within 30 days of delivery for a full refund. After that, we'll repair, replace or refund depending on the fault.
- Sent the wrong item?If we've made a mistake with your order, we'll arrange collection at our cost and send out the right item, or refund you, whichever you prefer.
Please don't fit or use an item you think is faulty or incorrect. Contact us first and we'll tell you what to do next.
How to return an item
- Contact us first.Email or call us with your order number, the item you're returning and the reason. We'll confirm the return and give you the returns address and a reference.
- Pack it securely.Use the original packaging if you still have it, and include a note with your name and order number.
- Send it with a tracked service.Keep your proof of postage until your refund has come through, as the item is your responsibility until it reaches us.
- Get your refund.Once the item has arrived and been checked, we'll refund you to your original payment method and confirm by email.
Trade account customers
The 14-day cancellation right above applies to consumers. Returns from business and trade account customers are handled case by case, so please contact us before sending anything back.
Start a return
Get in touch with your order number and we'll take it from there.