30 days, no interrogation
If it isn't right, send it back. You have 30 calendar days from delivery to request a return on any item, for any reason, provided it's in resalable condition with its original packaging and accessories.
You don't have to justify the decision. "It doesn't suit my windows" is a complete answer.
This page explains our returns process in plain English. The formal terms are set out in our Refund Policy, which governs in the event of any inconsistency.
How to start a return
- Email us with your order number and which item you're returning, within 30 calendar days of delivery.
- We reply within one business day with a return authorisation and address.
- Pack the item in its original box and ship it back.
- We inspect the return on arrival, then process your refund to the original payment method.
Please don't send anything back before contacting us — unauthorised returns are hard to match to an order and will delay your refund.
Who pays return shipping
| Reason | Return shipping | Outcome |
|---|---|---|
| Faulty or defective on arrival | We pay | Full refund or free replacement |
| Damaged in transit | We pay | Full refund or free replacement |
| Wrong item sent | We pay | Full refund or correct item sent |
| Changed your mind | You pay | Product price refunded |
| Doesn't suit your windows / kitchen | You pay | Product price refunded |
Where goods are faulty, damaged in transit or incorrectly supplied, we cover return shipping — this is your right under consumer law and we don't argue about it.
Damaged on arrival
Photograph the outer box and the item, and email us within 48 hours of delivery. We arrange a replacement and cover all shipping.
What we can't accept
- Return requests made more than 30 calendar days after delivery.
- Items with missing parts, manuals or original packaging.
- Damage caused by misuse, dropping, disassembly or unauthorised repair.
- Consumables that have been used — cleaning cloths and cleaning rings.
- Commercial equipment after on-site commissioning, unless faulty. This is exactly why we insist on a site demonstration before purchase.
Exchanges
Want a different model, colour or plug type? Tell us when you request the return and we'll get the replacement moving as soon as the original is scanned by the carrier.
Refund timing
Returned items are inspected on arrival — allow 10–14 business days for inspection. Once approved, refunds are processed within a further 7–10 business days. Your bank or card issuer may take additional time to display the credit.
If it's been longer than that, contact us and we'll send you the transaction reference.
Faults after 30 days
You're still covered — every product carries a 12-month warranty against manufacturing defects and component failure.
Your statutory rights
Nothing in this policy limits any right or remedy available to you under the consumer law of your country.