Cancellation and refunds

Cancelling costs nothing before dispatch

Because we confirm every order by phone before it leaves us, there is a window on every order where stopping it is free. This page says what happens inside it and outside it.

Cancelling

Before dispatch, after dispatch

Before we dispatch — free, no reason neededCall or message with the order reference and we stop it. Nothing has been charged at that point, because no payment is taken on this site, so there is nothing to refund and nothing to argue about.

After dispatchTell us as soon as you can. If the goods have not been unpacked or installed we will take them back; the cost of collecting them is yours unless the fault is ours. Once equipment has been installed or commissioned it cannot be returned.

We may cancel tooIf we cannot supply what you ordered at the price shown — a stock error, a price that moved — we tell you on the confirmation call and cancel rather than substitute something you did not choose. You are never charged for an order we cancel.

Returns

Wrong, damaged, or not what the datasheet said

Check the delivery when it arrives. These three are on us and are put right at our cost.

Wrong item suppliedWe collect it and send the right one. No charge, no restocking fee.

Damaged in transitTell us within three working days of delivery, with a photograph if you can. We replace it. Note the damage on the transporter’s copy when you sign for it if the box is visibly damaged, because that is what lets us claim.

Not to the specification suppliedIf the equipment does not match the datasheet or certificate we gave you with it, that is our error and we replace or refund it in full.

Changed your mind on unopened goodsAsk us. Standard catalogue stock in its original packing can usually go back; equipment ordered in specially for you cannot, because we cannot return it either.

Refunds

How money comes back, once there is money to come back

No payment is taken on this website today. Orders are confirmed and settled directly with us, so a cancellation is a conversation rather than a transaction, and a refund is made by the same route the payment came in.

When online payment is added to this site, a refund will be returned to the account it was paid from, and the timing will be the gateway’s and the bank’s rather than ours. This page will say exactly how long that takes before the first online payment is accepted.

Last reviewed 18 September 2026.

Need to stop or change an order

Have the order reference to hand — it is the number we showed you at checkout.