Under certain circumstances, we can accept product returns for full or partial credit. Please read the details below to understand the situations where credit might not be offered and why.
NB. As per our Horne Guarantee and Clause 9.4(b) of our Terms and Conditions of sale, items will not be eligible for return or credit where performance issues are deemed to arise from incorrect installation, commissioning, use or (and lack of) maintenance.
If the product is faulty due to materials used or workmanship
For individual items not yet installed, we will arrange for their uplift. Please re-package items appropriately and label each package using our Returns Note, which you can download from the adjacent list. If our testing reveals that the item is faulty, we will repair or replace it and send it back to you. If our testing indicates that there is no fault, we will return the item and invoice you for carriage each way.
For items already installed, it may be possible to make the repair in-situ, in which case we will send the replacement part with instructions regarding its fitting.
If the wrong item has been ordered
Please arrange for your carrier to return the goods to us. Please fill in our Returns Note (download from the adjacent list) and label each package. A 25% restocking fee will be charged. Items already installed or those despatched more than 6 months previously cannot be returned for credit.
If the wrong product is received due to an error on our part
For individual items not yet installed, we will arrange for their uplift, then replace them with the correct item. Please repackage items appropriately and label each package using our Returns Note (please download this from the adjacent list of useful documents).
If the item has already been installed, we will rectify the problem by retrofitting new components on site or making complete product replacements as appropriate.