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Clear returns policy

With your 14 day no-quibble guarantee.

The First Step!

Should you wish to return an item to us, all we ask is that you contact our customer service team, telling us:

1. Your order number

2. The reason you would like to return the item

Please make sure you do this within 14 days of receiving your order, otherwise we may not be able to offer you a full refund.

Large items are supplied by haulier on specially designed pallets, please retain this orignal packaging until you are 100% happy with your purchase(s). When booking a large item return please advise us as to whether you have the correct pallet before you return the item

What happens then?

A member of our customer service team will send you a completed returns form, which you will need to sign. We will also give you clear instructions on how best for you to return your item to us.


What if my item is faulty?

The majority of Ideal products come with a 10 year warranty, which covers any manufacturing faults. For more details on the Ideal 10 year warranty, click here.

If your item is faulty please contact our customer service team.


Your 14 day no-quibble guarantee

It's our promise to you, that you have 14 days after receiving your goods to decide if you wish to keep them.

If during that time you change your mind and would like to return them - no problem. Just call or email us.

Please note though, that we can only offer a full refund on items that have not been used.

In order to qualify for a refund on any items being returned that are NOT faulty, all items must be returned unused, by yourselves and in a good re-sellable condition, including the original, undamaged packaging (or in the case of large items the specially designed pallet), with the return form.

Please ensure that we are notified that the item needs checking upon delivery for insurance reasons.

Please Note: If you decide you do not like the item but it is in perfect order you must return the item to us as directed and at your own expense.


Breakages Guarantee

As with any other company who ships items by courier, we do occasionally experience breakages or damages which has occurred during transit. Currently breakages happen to under 1% of our shipped items.

We continuously update and improve our packaging to avoid breakages, but we are unfortunately not able to avoid some things being damaged during transport.

What to do if your item has broken:

It is very important that you check your goods upon arrival. If any of your items are damaged, please make a note of this with the delivery company. Please take a clear photograph of the outer packaging and of the actual damage to the item received and email this to us with a description of the damage.

We will then arrange for a replacement item to be sent to you as soon as possible and we will contact you using the details provided to confirm what has been arranged and when to expect your replacement.

Alternatively you can call us on 020 8577 5582  to log your damaged item, and we will then guide you through sending the photographs and information.

Please be assured that we will always replace goods that have been damaged during transport if reported to us within 7 days and the goods have been signed for as damaged.