The short version
Unopened, resalable stock: 30 days, full refund of the item price. Opened chemistry: no. Our error, or damage in transit: we fix it at our cost, and you do not ship anything back before we have sorted it.
Unopened returns
Anything unopened and in resalable condition can come back within 30 days of delivery for a full refund of the item price. Original shipping is not refunded, and return postage is yours, unless the return is our mistake.
“Resalable” means we could put it back on the shelf and sell it to the next person: seal intact, label undamaged, no shop dust. A machine polisher that has been out of the box and mounted on a backing plate is not resalable.
Start a return through the contact form with your order number. We will reply with an address and a reference. Please do not send anything back without one — unreferenced parcels are very hard to match to an order.
Opened chemistry
Opened chemistry cannot be returned. This is not a restocking preference; it is a condition of handling and reselling chemical product, and every serious supplier in this trade has the same rule. Once a seal is broken we have no way of knowing what is in the bottle, and we will not sell it to somebody else.
If you are unsure which of two products you need, ask us first. That costs nothing, and it is a great deal cheaper than opening the wrong bottle.
Damaged, incorrect or missing
This is our problem.
- Photograph the outer packaging and the item, before unpacking further.
- Contact us within 7 days of delivery with the order number and the photographs.
- We ship a replacement immediately and arrange collection of the original at our cost.
You do not pay return postage and you do not wait for the original to come back before the replacement goes out.
Equipment faults
Machines, blowers, extractors and pressure washers are covered by the manufacturer’s warranty. We handle that claim for you rather than pointing you at a form — see Warranty.
Refund timing
Refunds are issued by Interac e-Transfer to the address on the order, within 5 business days of the returned goods arriving and being checked. Because we take no card payments, there is no card-network settlement period to wait through.
Cancelling before dispatch
An order that has not yet shipped can be cancelled outright with no charge and no restocking fee. Contact us with the order number. Since payment is by e-Transfer on invoice, in most cases there is nothing to refund because nothing has been paid.