In certain cases, registered customers can initiate the returns process from the Orders & Requisitions tile in the My Account section or from the relevant tile on a signed-in homepage if it is configured. The product to be returned can be collected by arrangement or dropped off at a retail store. Guest users must contact our customer services team in order to arrange a return as they lack the online functionality to track order history.
Eligibility to Request Return
Returns can only be processed if:
- The request is within the specified time frame
- The order does not already have a return created or requested against it
- An invoice exists against the order
- The products have been designated as returnable
Step 1 - Request Return
To arrange a return, select Return Order next to a line in the order history section. The screen will then prompt you to select what product/s and the quantity that you want to return. Next, you'll be asked for a reason for the return from a drop-down menu. Selecting certain reasons will prompt you to provide more information so that we can better understand the issue.
Step 2 - Return Details
Next, you’ll be asked to provide details of how the product(s) will be returned. The available options are collection by a courier or drop-off at one of our retail stores. You’ll also need to advise whether we can expect parcels or pallets and how many of each. Either format can be returned via collection but retail stores can accept only parcels. For collections, we’ll need to know the collection address too.
Step 3 - Return Processing
Our terms of sale shows the details for returning products. The site will automatically calculate the refund and deduct a 7% handling charge depending on the return reason.
If the return request contains products classed as dangerous goods, someone from our customer services team will be in touch with you for further information. Otherwise, the return request will be processed, and you’ll be notified of the next steps.
From the 12th January 2022 there will be a new process for collection of parcels, we have put together an FAQs page, to help guide you through these changes.