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Privacy Policy    |   Returns Policy    |    Shipping Policy    |   Terms & Conditions

Frequently Asked Questions

Below are the most common questions about our Shipping, Returns, Faulty Items, and Promotions.

Shipping & Handling

We process a lot of orders each day, and our couriers diligently work to ensure timely delivery of all parcels.

If ordered before 2pm and the item is in stock either with us or in the central stock of the manufacturer, we will get it shipped on a next working day service to you.

Typically, most orders are delivered within 1-3 working days from the date of purchase.

If your parcel hasn’t arrived within this timeframe, please reach out to our customer service team for assistance.

Absolutely! Please ensure to communicate any desired changes before we dispatch your order. We’re more than happy to accommodate any modifications you require.

Just let us know, and we’ll make sure everything is adjusted according to your preferences before shipping.

If it’s been 10 working days or more and you haven’t received your order, please get in touch using the contact form on our website, or send a message to the email address at the bottom of this page. 

We aim to respond to all queries within 8 working hours.

In case you’re unavailable during the initial delivery attempt, our courier service typically leaves a notification card. This card contains the consignment number and the contact details of the local depot.

You can use this information to get in touch with them and schedule a convenient time for collection or arrange for a re-delivery on the following day.

All orders shipping to mainland UK are charged at £10 + VAT

If the delivery is to Northern Ireland, Channel Islands, or Isle Of Man then the cost is £25 + VAT

If by any chance this situation arises, please don’t hesitate to contact us right away. We’re committed to resolving any issues promptly and ensuring your satisfaction.

Generally all the equipment we sell is packed in its own box by the manufacturer and will be sent in that. 

Not directly.  We can ship to a UK based freight forwarder designated by you for them to ship onwards.  


Please note that our liability and support stops at the point of delivery to the freight forwarder.  Any technical support will be provided by the manufacturer.


Please see our guide to ordering from outside the UK for more details


Clients who wish to return items they have ordered in error or no longer want/need may be able to do so, but it is at the sole discretion of the manufacturer.

To initiate a return, claims must be made within 30 days of item receipt. To facilitate the return process, please note the following guidelines:

Restocking Fee:

  • A restocking fee of 20% will be incurred on any returns accepted by the manufacturer.

Condition of Items (Assuming Manufacturer approves the return):

  • Items must be unopened and new, with all security seals intact.
  • It is essential that the items are in their original condition and packaging, free from any signs of use or damage.

Return Shipping:

  • You are responsible for organising and paying for the return of the items using a trackable courier service.
  • This ensures that the return can be monitored and verified, providing necessary proof of return delivery.

Manufacturer Inspection:

  • Once the returned items are received by the manufacturer, they will conduct a thorough inspection.
  • The manufacturer will check that the items are unopened and new, in compliance with the return policy guidelines.

Declined Returns:

  • If the manufacturer determines that the items have been used or are not in their original condition, they may decline the return.
  • In such cases, it becomes the responsibility of the customer to arrange collection of the declined items.
  • Failure to collect the declined items within 30 days may result in their disposal with no refund provided.


  • Upon acceptance of the return, a refund will be issued to the customer.
  • The refund amount will be reduced by the restocking fee and the original delivery charge incurred at the time of purchase.

Please note that if the product has been opened, it is unlikely that the manufacturer will accept the return.

If your goods were damaged during transit, you must notify us via email to within 3 days of receiving the items. This ensures that we can promptly address the issue and provide a suitable solution. Additionally, if you notice any visible damage to the goods upon delivery, it is crucial to either refuse the delivery or mark the delivery note accordingly. 

  • Report any transit damage to us within 3 days of receiving the goods.
  • If goods are visibly damaged upon receipt, mark the delivery note accordingly.
  • A replacement product will be shipped to you
  • If you decline the replacement, a restocking fee of 20% will be charged by the manufacturer.

If you identify a fault in a received item, you must report it to as as soon as possible via email to

Upon receiving your report, we will first need to ensure that full troubleshooting has been completed

The troubleshooting may be conducted by our in-house team or in collaboration with the product manufacturer to validate the reported fault.

Return Organisation and Replacement:

  • If the fault is confirmed by the manufacturer and they authorise a replacement, we will guide you through the return process to ensure a seamless experience.
  • All goods must be returned in their entirety, including all original accessories and packaging.
  • Once we receive the complete return, we will prioritise the dispatch of a replacement product to you. (Some manufacturers authorise an advanced replacement and if that is the case we will get your replacement out first before organising the return)

Declining any Replacement and Restocking Fee:

In the event that you choose to decline the replacement product, a restocking fee of 20% will apply.

If you encounter any issues or malfunctions beyond the initial 14-day period, then you must contact the manufacturer directly and make use of the included hardware warranty.

We are happy to provide all the support details if you do not have them to hand.

Still have questions?

If the above hasn’t answered your question, you can contact us below and we will get back to you as soon as possible.

Call Us

(01189) 919 545

Email Us