Returns & Refunds Policy

Returns & Refunds Policy

Returns

We aim to provide high-quality products and excellent customer service. If you are not completely satisfied with your purchase, this policy explains your rights and the process for returning items purchased from us.

Your Right to Cancel (Consumer Purchases)

If you are purchasing as a consumer online or by telephone, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You then have a further 14 days to return the goods to us.

To qualify for a full refund for an unwanted item, products should be returned unused, unopened, in their original condition and packaging, complete with all accessories, manuals and documentation. You are entitled to inspect goods as you would in a retail shop; however, if goods have been handled beyond what is necessary to establish their nature, characteristics or functioning, we may make a deduction from any refund where permitted by law.

Unless the goods are faulty, damaged or supplied incorrectly, you are responsible for the cost of returning unwanted items.

Faulty, Damaged or Incorrect Goods

Please inspect your order upon delivery.

If your order arrives damaged, faulty or you have received an incorrect item, please notify us as soon as reasonably possible after delivery.

Where a product is confirmed to be faulty, damaged on arrival or supplied incorrectly, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund, depending on the circumstances.

We may request photographs of any damage or fault to assist with the assessment of your claim.

Manufacturer's Warranty

Many of the products we supply are covered by a manufacturer's warranty.

Any warranty is provided solely by the product manufacturer and is subject to that manufacturer's own terms, conditions and warranty period.

Warranty claims must be made in accordance with the manufacturer's warranty process. A manufacturer's warranty is separate from, and does not affect, your statutory rights under UK consumer law.

Non-Returnable Items

Unless faulty, damaged on arrival or supplied in error, we cannot accept returns for:

  • Special order, bespoke or non-stock items ordered specifically for a customer.

  • Products that have been opened, installed, used, programmed, modified or damaged after delivery.

  • Products that are not returned in their original packaging with all supplied accessories and documentation.

  • Electrical or electronic products that have been installed, connected to a power supply or configured.

  • Marine pumps, toilets, sanitation equipment or plumbing components that have been installed or used.

  • Software, digital licences, electronic charts or navigation products that have been registered or activated.

  • Genuine manufacturer spare parts ordered using a customer-supplied part number where the incorrect part has been ordered.

Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will be processed using your original payment method. Refunds are normally issued within 14 days of receiving the returned goods or, where applicable, evidence that they have been returned.

Delivery charges will only be refunded where required by law or where we have supplied faulty, damaged or incorrect goods.

Return Process

Before returning any item, please contact our customer service team for return instructions.

Please provide:

  • Your order number

  • Your name and contact details

  • The product name or part number

  • The reason for the return

  • Photographs where applicable

Items should be securely packaged to prevent damage during transit. We recommend using a tracked delivery service, as you remain responsible for the goods until they are received by us.

Business Customers

If you are purchasing as a business, different terms may apply. Unless otherwise agreed in writing, business-to-business sales are not subject to the consumer cancellation rights described above.

Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes or limits your statutory rights under applicable UK consumer protection legislation.