This page explains when refunds are available, how they are processed, and what to do if a refund is delayed or missing.
1. When a Refund is Available
1.1 We will offer an appropriate refund where:
(a) we deliver the wrong goods;
(b) the goods do not match the invoice or SpecCheck;
(c) a replacement fails after an earlier incorrect or non-conforming delivery;
(d) the goods are faulty and you are entitled to reject them under applicable law;
(e) we agree in writing that the order will be cancelled and refunded.
1.2 Where only part of an order is affected, we may refund the affected line only. Where the issue goes to the substance of the order or a replacement attempt has failed, you may cancel the whole order and request a full refund.
2. Refund Method
2.1 Refunds are made to the original payment method or methods used for the order, unless otherwise agreed.
2.2 If an order was paid in instalments, refunds will ordinarily be returned in the same proportions as the original payments.
2.3 We do not issue store credit or replacement credit instead of a refund where you are legally entitled to money back, unless you choose that option in writing.
3. Refund Proof
3.1 If your refund is made to a card, we will send you a refund confirmation once it has actually been submitted to our payment provider.
3.2 We will provide the ARN within 1 business day of submission.
3.3 If we provide you with a credit memo or refund receipt, that document should be read together with the ARN. A credit memo by itself does not confirm that the funds have actually entered the card payment system.
4. Refund Timing
4.1 Once submitted, refunds to cards will usually appear within 5 to 10 business days, depending on your card issuer.
4.2 Refunds by bank transfer will usually arrive within 5 business days after submission.
4.3 If the refund does not appear within these timescales, you may ask us for:
(a) the ARN;
(b) the submission date and time;
(c) the payment provider or acquiring bank used; and
(d) a written confirmation of whether the refund has actually been processed or merely prepared internally.
5. Refunds After Wrong or Not-as-Described Goods
5.1 If we have supplied the wrong goods or goods not as described, we will:
(a) collect those goods at our cost;
(b) either provide the correct goods or process a refund; and
(c) if the matter has reached a second failed replacement, honour your cancellation and refund request in full.
5.2 We will not refuse a refund for wrong or mis-described goods by relying on a “custom/no returns” term.
6. If a Refund is Delayed or Fails
6.1 If a promised refund has not appeared within the expected timeframe, please contact:
6.2 We will investigate promptly and provide the information listed in section 4.3.
6.3 If we discover that an earlier refund advice or credit memo was issued before the refund was actually processed, we will:
(a) explain that clearly in writing;
(b) submit the refund properly without delay;
(c) issue an updated refund confirmation; and
(d) provide the ARN once available.
7. Goodwill Refunds
7.1 In some circumstances we may offer a goodwill refund even where the law would not otherwise require one.
7.2 If we confirm a goodwill refund in writing and submit it, we will not later rescind it except where there is fraud or duplicate payment.
8. Vulnerable Customers and Accessibility
8.1 If you have requested communication adjustments, we will use those adjustments for refund updates where reasonably possible.
8.2 This may include one-line summaries, plain-English updates, a single named handler, large-print or tagged PDF confirmations, or email-only updates.
9. Contact
For refund queries:
Please include:
your order number,
the date of the refund promise or cancellation,
and any screenshots or statements showing the refund has not arrived.