Refund policy

Order Cancellation Policy

Standard Products

You may cancel your order at any time before it has been dispatched. To request a cancellation, please contact us as soon as possible quoting your order number. If your order has not yet left our facility, we will cancel it and issue a refund for the product value. Please note that shipping fees are non-refundable.

Once an order has been dispatched, it cannot be cancelled. Please refer to our Returns Policy below for information on returning items after delivery.

Custom & Made-to-Order Products

Orders for custom, bespoke, or made-to-order products cannot be cancelled once production has commenced. These items are manufactured to your specific requirements and cannot be resold. Custom products will be clearly identified as such on the product listing.

If you wish to cancel a custom order before production has started, please contact us immediately and we will do our best to accommodate your request.

Refused Deliveries

If an order is refused at the point of delivery, a refund will be issued minus the total cost of shipping, including both the original outbound delivery charge and any return shipping fees incurred.

Refunds for Cancelled Orders

Refunds for cancelled orders will cover the product value only. All shipping fees are non-refundable. Refunds will be processed to your original payment method within 5–10 working days, depending on your payment provider.

Returns Policy

Eligibility

We accept returns within 90 days of purchase. To be eligible, your item must be unused, in its original condition, and in its original packaging. Proof of purchase is required for all returns.

Certain items are exempt from returns. Holding tank senders that have been fitted to a tank containing waste cannot be returned unless faulty.

How to Return an Item

All returns must be authorised in advance. To request a return, please email us stating your order number, the product(s) you wish to return, and the reason for the return. Unauthorised returns may experience significant delays in processing and may be returned to sender at the customer's expense.

You are responsible for the cost of return shipping. For items valued over £50, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Faulty or Defective Items

If you receive a faulty or defective item, please contact us as soon as possible. We will arrange a replacement or full refund, including return shipping costs, at no charge to you. If your item arrives damaged in transit, please photograph the damage and contact us within 48 hours of delivery.

Partial Refunds

A partial refund may be issued in the following circumstances:

• The item is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
• The item is returned more than 90 days after delivery.

Sale Items

Sale items are not eligible for change-of-mind returns. This does not affect your statutory rights under the Consumer Rights Act 2015.

Exchanges

We replace items only if they are defective or damaged. To request an exchange for the same item, please contact us by email. Delivery times for exchanged products may vary depending on your location.

Refund Process

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 working days. Shipping costs are non-refundable, and the cost of return shipping will be deducted from your refund where applicable.

If you have not received your refund within this timeframe, please check with your bank or credit card provider, as processing times may vary. If you have done so and still have not received your refund, please contact us.

Shipping Costs

All shipping costs are non-refundable. You are responsible for the cost of return shipping unless the item is faulty or defective. If a delivery is refused, the product cost will be refunded less all shipping charges, including outbound and return fees.

Your Statutory Rights