How cancellations and returns work, and where the statutory 14-day right does and does not apply.
Consumers: your 14-day right
If you are buying as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive the goods to cancel, without giving a reason. Tell us in writing within that period and return the goods within 14 days of doing so.
The exception for made-to-order units
The 14-day right does not apply to goods made to your specification or clearly personalised. Products listed as Made to Order are built to the layout and finish agreed with you, so once manufacture has begun they cannot be cancelled under those regulations. This is stated on the product page before you buy, and we will confirm it in writing before we start work.
Return costs
Where the right to cancel applies, you are responsible for the cost of returning the unit. Because of the size and weight involved this is substantial, so please check dimensions and access carefully before ordering. We will refund the price and the standard outbound delivery charge within 14 days of receiving the goods back.
Faulty goods
Nothing here affects your statutory rights if the goods are faulty, not as described or not fit for purpose. Contact us and we will arrange repair, replacement or refund at our cost.
Business customers
Orders placed in the course of a business are not covered by the Consumer Contracts Regulations. Cancellation is by agreement and may be subject to a restocking or abortive-work charge.