Issues with products

Damaged or missing items (for Deliveries only)

• If we find damaged or missing product before hand-over, we will notify you and make arrangements for replacement, substitute or refund as needed
• If your order is incomplete or you find damaged product after hand-over you must notify us as soon as possible
  • We will investigate our records and aim to replace, substitute or refund product as appropriate. Our process for contested cause of damage is case-by-case

Faults

• If you find faulty goods (ie, not damaged, but not performing its function) you must notify us as soon as possible and arrange for a return.
• Next steps will depend on several factors:
  • Whether the fault develops in fewer than 30 days after the date of purchase
  • The specific warranty conditions of that product and the supplier/manufacturer
  • Whether the product is installed (eg, an appliance or fixture)
  • Whether you are using the product as part of your trade/profession or as a consumer
• We will investigate and then proceed according to all relevant factors. We may put you in direct contact with our supplier, or repair, replace, credit or refund in full or part.
  • For example, electrical suppliers may have to test and confirm a fault before issuing the relevant documents and allowing redress of any kind

No-fault returns

• You can return unused and resalable products for any reason and get a full refund, subject to the following conditions;
  • You must notify us within 14 days from date of purchase
    • We will advise on the arrangements and applicable charges. These may include:
      • Up to 30% of the product value as restocking fee
      • Collection fees up to £50.00 +VAT depending on distance and product type
    • You must provide proof of purchase documents
  • The following product categories are exempt from no-fault returns:
    • Products that are made to specification. Such as cut timber, cut-to-length cable, colour-matched paint, or pre-mixed aggregates, liquids or powders
    • Products that have been improperly stored. Such as timber exposed to moisture.
    • Personal Protection Equipment such as work boots, helmets, respirators and so on.