Consumer cancellation
If you buy as a consumer under a distance contract, you normally have 14 days after receiving the goods to withdraw without giving a reason. Let us know by an unambiguous statement sent to our email or postal address. You may use our withdrawal form, but it is not compulsory.
Return the goods within 14 days of notifying us. Pack them securely and keep proof of dispatch. Please contact us before returning a large cable drum or other bulky item so that we can agree suitable handling; this does not make your right of withdrawal dependent on our approval.
Return costs and refunds
For a change-of-mind return, you bear the direct return costs if these were disclosed before the contract. For items that cannot normally be returned by post, the estimated return cost will be given before you accept the order. We cover necessary return costs where required for a valid complaint about faulty or incorrect goods.
We refund payments within 14 days of receiving your withdrawal notice, including the cost of the least expensive standard delivery option offered for your order. We may withhold the refund until we receive the goods or evidence of their return, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise, without refund fees.
You may be responsible for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Made-to-specification goods
A statutory withdrawal exception may apply to genuinely made-to-specification or clearly personalised goods. Where applicable, we will identify the exception before the contract is concluded. It does not remove rights relating to faulty goods.
Faulty or incorrect goods
Contact us with your order number, the affected product and a description of the problem. EU consumer purchases of new goods carry a minimum two-year legal guarantee of conformity, subject to the applicable national rules. Remedies may include repair or replacement and, where the legal conditions are met, a price reduction or refund.
Business purchases
Consumer cooling-off rights do not generally apply to business purchases. Returns for business customers are agreed individually, without limiting rights that apply to defective goods under the contract and applicable law.
Open withdrawal form