Returns & Refunds Policy

At our store, we ensure all products are carefully inspected before dispatch. If you receive a faulty item, we offer a simple returns process. We apologise for any inconvenience caused.

What to do if you receive a defective product

If you are unhappy with your purchase, please follow these steps:

• Contact our sales manager via website live chat or email within 30 days of receiving your order.
• Provide clear photos or video showing the product defect.
• Once confirmed (usually within 1 working day), we will issue a refund to your original payment method or account balance without requiring you to return the faulty item.
• If you cannot provide clear proof of defect, or the evidence is insufficient, items must be returned in original condition for a refund or exchange. You will be responsible for return postage costs.

Can I return or cancel for non‑quality reasons?

• Cancellations are accepted only before dispatch. Shipped orders cannot be cancelled.
• For non‑defect returns/exchanges, you are responsible for return postage and redelivery costs.
• Returns/exchanges are accepted only within 30 days of delivery.
• Refunds without return are available if: your parcel is lost/damaged in transit, or we send the wrong item/size/print.

What condition must items be in for return?

Items must be returned unworn, unwashed, undamaged, with all original tags and packaging intact.

We cannot accept returns for:

• Items marked as non‑returnable
• Complimentary/gift items

Refund Processing

Refunds are processed within 7 working days of confirmation. Refunds to original payment accounts (credit/debit cards) may take an additional 3–7 working days to clear.

• Shipping and insurance fees are non‑refundable.
• Cardholders may request a refund within 14 days of purchase, in accordance with UK consumer law.

Important Reminder

Do not return items to the sender’s address shown on the parcel — this is not our official returns address. Before returning/exchanging, contact our sales manager at [contact information] to receive the correct returns address. Returns sent to any other address may be delayed or rejected.

Company Name: STEVE GRANT PLUMBING & HEATING LIMITED

Address: 788-790 FINCHLEY ROAD, LONDON, NW11 7TJ, UNITED KINGDOM