Returns or Faulty Items

Returns Policy

For Products returned within the fourteen-day cooling-off period, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. The Products must be returned as new and, where practicable, in their original packaging. In this case, we will refund the price of the Product in full but you will be responsible for the cost of returning the item to us and if you return it at our expense we are entitled to charge you such expense, which shall be a maximum of the charge payable by us to our courier.

For defective products we will examine the returned Product together with the Quality Control Report. Products returned by you because of a defect not caused by you or your servant or agent (including plumber or other installer) will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. If, after examination, we find the returned Product to be defective due to a defect not caused by you or your servant or agent (including plumber or other installer) we will notify you in relation to your refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. We will usually refund any money received from you using the same method originally used by you to pay for your purchase. If upon return, the damaged products have been modified or have undergone any attempted installation, you may be responsible/liable for any costs of return or redelivered product that is not in the condition previously stated.

For used products which you consider to be defective and return to us within six months of purchase which, after examination are not found to be defective you will not be entitled to a refund or exchange. In these circumstances the products will be kept for collection at Hawkins Logistics Limited, Redbrook Lane Industrial Estate, Brereton, Staffordshire, WS15 1QY for 30 days from the date we notify you that the products are not defective. If you do not collect the products within 30 days then, we reserve the right to re-deliver or dispose of the products at our sole discretion. We are under no obligation to retain the products for any longer than 30 days following our notice that the products are not defective.

For Products that are not defective or that you wish to return outside of the fourteen-day cooling off period, they must be returned to us within 365 days from the date of delivery. Products must be returned to us, in unused condition and, where practicable, with original packaging, at your own cost, to reach us within the 365 day period. The Products must also be returned to us in accordance with the Returns Process. We will then provide you with the opportunity to choose a replacement product, for the same purchase price as the returned product, or issue you with a voucher for the price of the returned product. Outside of the 14 day period, you will incur a 25% restocking charge for orders under £500. A 15% restocking charge will apply to any orders over £500,

We are sorry you feel the requirement to send your item(s) back. We hope our returns procedure ensures a smooth and easy transaction.

Please see below where to send your returns back to, or you can arrange your return directly with our specially selected fragile goods experts.

Redbrook Lane Industrial Estate, Redbrook Lane, Rugeley, Staffordshire WS15 1QU, GB