Original BTC

Buying online - Returns

If a customer would like to return a product, we need to be notified within 14 days of receipt of the product. The customer must then return the product within a further 14 days.

Any items which have been personalised cannot be returned as they are deemed bespoke pieces.

Products to be returned must be sent back in the same condition that they were received in and should not have been installed. They should be sent back to our Head Office address by a tracked/signed for courier service and must be well packed to ensure safe delivery. We are unable to accept items that are not returned in their original state.

Business Customers

If you are contracting as a Business, you do not have a right to change your mind and return the Goods. 

In the event of any fault or defect arising in relation to the manufacturing or quality of the Goods then you can return the goods to us and we shall repair or replace them free of charge (in accordance with the terms of our Warranty. If the Goods fail within 24 months of the date of delivery due to manufacturing defects then we shall repair them free of charge. If we cannot (or it is not economically viable to) repair the faulty Goods, we will provide you with Goods of equivalent specification as a replacement. If no equivalent Goods are available we will discuss an alternative settlement with you, and we will always do our best to make sure that you are fully satisfied with the outcome. That warranty is an exclusive remedy and we shall not be liable for any direct or indirect loss or damage suffered by you or any third-party resulting from such faults or defects (including transport costs, loss of profits, loss of contracts or the costs of obtaining similar or equivalent goods elsewhere).

Consumer Customers

If the Goods are not as described or are not fit for purpose (but only if you made that purpose known to us before we entered into the Contract) or are not of satisfactory quality, then you can reject and return the Goods and get an immediate refund (up to 30 days from delivery). We will also repair or replace the Goods and, if this isn’t possible, refund of the price you paid (up to six months from delivery).

If you wish to exercise your legal rights to reject the Goods you must either return them or allow us to collect them. We will pay the costs of postage or collection.

In order to arrange a return, customers must fill in the form in the link below. This will be processed and we will respond within 48 hours. On confirmation customers will be emailed a label to stick on the box. 

Please note that returns will not be accepted unless they have registered in this way with the label stuck to the outside of the box.