Returns information
Need help with a return, an incorrect item or a fault? Contact the team with your order reference.
Start a return enquiry
Tell us which item you want to return. For a fault or delivery problem, describe what happened. Ask for the correct return address and practical return instructions; keep proof of any return shipment.
UK consumer cancellation rights
For eligible online purchases, you normally have 14 days after receiving the goods to tell the seller you wish to cancel, followed by 14 days to send them back. You do not need to give a reason.
Where that cancellation right applies, the refund includes standard outbound delivery. The statutory refund deadline is generally 14 days after the goods are returned or evidence of return is supplied, whichever is earlier. Handling beyond what is necessary to check the goods may affect the refund.
Made-to-measure or personalised goods
The change-of-mind cancellation right can be excluded for goods made to your specifications or clearly personalised. Choosing a standard option does not by itself necessarily make an item bespoke. Confirm the position for a custom gate before ordering. Rights relating to faulty or misdescribed goods still apply.
Further information
This page does not limit your statutory rights. Read GOV.UK guidance on returns or the Consumer Contracts Regulations. For order-specific questions, contact the store.