Returns Policy

Can I Return Goods?

  • Distance selling regulations in the EU state that you as a consumer have the right to return most goods, for any reason, up to 7 working days after they have been delivered to you.
  • Some restrictions are placed on this as described in What items are exempt from this.
  • Items returned as unwanted will be subject to a restocking fee of 20% of the RRP of the product.

How Long Do I Have To Decide?

  • You have 7 working days (a working day is Monday to Friday, not Saturday, Sunday or public holidays) from the day you receive delivery of your goods to decide, and notify us of your intent to return the item.
  • Your notification will begin our returns process and must be in writing (via email in most cases).

How Does Your Returns Process Work?

  • Should the need arise for you to return an item, you should notify us by sending an email to :
  • This email should include details of the item you wish to return, you order ID, your name or other details to allow us to identify both you, and the item(s) to be returned.
  • Andersons Ltd will reply to this notification with instructions on how to progress, where and how to return your goods (which will depend upon the weight and size of goods and your geographic location).
  • This process is manually led, by which we mean an actual person, whose name you will be told, and who will deal with your request.

Who Pays For Delivery?

  • The basic delivery cost of individual items will be refunded to you, as will the cost incurred by you in returning goods to us – as long as you do so in accordance with instructions provided by our return process.
  • We cannot refund additional delivery costs, such as if you requested express delivery.
  • If the returned item was part of a larger order then only the delivery of the returned item will be refunded, not delivery costs of the other, non-returned items.
  • Items returned as unwanted will be subject to a restocking fee of 20% of the RRP of the product.

How Much And When Do I Get Refunded?

  • You will be refunded the cost of the item(s) returned, together with the basic costs of delivering and returning those items to us.
  • (as stated in Who pays for delivery) this refund will be made to you in the same manner that you initially made payment to us, and must be complete within 30 days of your return notice to us.

What Items Are Exempt From This?

  • Excluded from this cooling off law are goods which have been personalised, or made to order for you, goods which may be considered perishable, and goods which you have not treated with appropriate care whilst in your possession.
  • Goods returned to Andersons Ltd should be in original, as delivered state, with all packaging, accessories and manuals etc, where possible.
  • Should it be deemed that you failed to take reasonable care of goods in your possession a refund can be refused, and the goods can be redelivered to you at your own expense.

What About Faulty Or Incorrect Goods?

  • Any Items which are delivered in a faulty state, or which are incorrect are our responsibility and are treated slightly differently:
  • We will offer a direct replacement delivered at our expense, and arrange collection of the faulty / incorrect item also at our expense.
  • If you would prefer a refund instead of a replacement, you will be refunded in full including costs of delivery and return.
  • No faulty or incorrect items are exempt from this.
  • The process of return will be the same, however you should make it known that your return request is due to faulty or incorrect goods.

Do You Substitute Goods If What I Order Can’t Be Sourced?

  • In short, no. We have 30 days maximum from the date of your order in which to deliver goods to you, should we be unable to do so we will contact you and ask what you would like us to do.
  • We will offer substitute goods where appropriate, but you are completely at will to decline these and instead receive a full refund.

What About Items With Additional Guarantees, Such As Doors?
  • Items which carry an additional guarantee such as the 10 year guarantee on doors do so in addition to these rights.
  • This means that all of the above still applies, and the extra guarantee also applies.
Where Can I Find Out More About My Rights?
  • You can find out about your statutory rights in relation in internet sales via the government information pages at:,

or you can visit: