Customer Centre:
Returns Policy
While we are sure you will be happy with your order, we understand that sometimes might hard to identify the correct part for your appliance. To help you with the process we have set our returns policy to help you through the process of returning your products.


You can return a product hassle-free, within 14 days of the date on which you received it and we will refund you any money which you have paid us for that product.

The product needs to be returned in the original condition you have received it and complete with all original packaging and components.

All returns must first be submitted through our website and have the supporting documentation provided in the package. All returned products must be received back, unused and unopened in their original packaging, along with all accessories, where applicable.

Any product which was contained in sealed packaging is considered accepted when the seal has been broken. If you return an unwanted product for a refund, store credit, or exchange all we ask is that you pay for the return postage. This does not apply to faulty products.
Once the product is received we will process your return within 14 calendar days. Any refunds due will be issued to the original payment method only and enhanced carriage services are not covered in the scope of refunds. This means that Royal Mail 24 and Special Delivery Before 1pm services and any other additional enhanced carriage costs are not covered in refunds.

Incorrectly Ordered Items:

We understand that from time to time, with the best intentions, it is hard for our customers to identify the correct spare for your appliance and that in some circumstances it is not until an engineer is required to fit the item, that this is established. Any incorrectly supplied spares must return in the condition it was received in, in order to be entitled to a refund. Any item returned in a condition which could be considered used or previously installed will be subjected to a discretionary re-stocking fee and partial refund.

This is specifically relevant to thermostats, thermocouples and flame failure devices, which are all shipped with cleanly coiled capillaries and sensors. If these have been unwound, they will be considered used and are subjected to a re-stocking fee. We advise engineers to offer up these spares to the appliance to ensure their correctness before committing to uncoiling associated capillaries or sensors.

Any incorrectly ordered item can be returned within 14 day period.


To return an item, please complete the returns form provided on our site. Once your request has been received one of our customer support team members will then email you with further details.

When returning your order, please use suitable packaging to secure your order from damage in transit. You remain responsible for the cost of returning the items unless stated otherwise and we recommend you use a secure delivery method which requires a signature upon receipt. This insures you for the cost of the items being returned, as in the rare event of the parcel going missing you are responsible for the returned products until they reach us.

If you return a product to us that is not in an ‘as new’ condition we reserve the right to return the product to you or offer you a partial refund in store credit rather than credit on your payment card. When your return is received in compliance with our return policy, you will be issued a refund to your credit card for the products only.
For administrative purposes, returns are only accepted with a completed returns form from the website.