You have the right to return an order, or part of an order, within 14 calendar days of receiving it.

As long as the item is returned unused and in the same condition it was sent to you, we’ll issue a full refund.

Returning your order

If you’d like to return an item, please contact us by email first. We’ll confirm the next steps and provide the correct return address.

Returns can be made either by courier or in person, but we always ask that you get in touch before sending anything back so we can make sure everything is handled smoothly.

Damaged items don’t usually need to be returned

If part of your order arrives damaged, you usually don’t need to return the item to us.

In most cases, we can simply send out a replacement part, so you have a complete kit in good condition and can carry on with the build without unnecessary delays.

This helps get things sorted more quickly and avoids the hassle of repacking and returning large items.

If you spot any damage, just email us with a few clear photos of the affected part, and we’ll take it from there.

More detailed information about damaged items and how we handle them can be found here.

Repacking your return (important)

If you’ve unpacked your order, please contact us before repacking it.

Our products are packed in a very specific order and orientation. Over the years, we’ve carefully refined this packing process to prevent panels and parts from being damaged inside the box.

If items are repacked incorrectly, there’s a significant risk of damage during transit, which can result in parts needing to be replaced at the sender’s expense.

We want to avoid this and make the return as straightforward as possible for you.

For this reason, we’ve created product-specific repacking guides. If you request one, we’ll send it to you by email so you can repack everything correctly.

Following the repacking guide helps ensure your return arrives safely, no parts are damaged in transit, and the item can be refunded and resold without issue.

Returning items by courier

If you choose to return items via a courier, please note that you’re responsible for them until they reach us.

We can’t be held responsible for any loss or damage in transit, so we strongly recommend using a tracked and insured service.

Many customers use services such as Parcel Monkey or Parcel2Go, but you’re welcome to choose any courier you prefer.

Box sizes and weights are listed on our website if you need them.

If the item has been used

You’re welcome to unpack your order and inspect it carefully. However, if an item has been erected and used and you then change your mind, a refund is not typically accepted.

Packaging notes

If the box has been opened, please reseal it carefully using clear tape where possible.

We’d also appreciate it if you avoid writing directly on the box, as this can mean we have to rebox the item, which adds additional cost.

Refunds

Once your return arrives and has been checked over, refunds are usually processed within 5–7 working days.

Refunds are made back to the original payment method used when placing your order (or by cheque where applicable).

Need help with a return?

If you’d like to return an item or have any questions, just email us and let us know.

We’ll guide you through the process and help make it as hassle-free as possible.