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Returns & Refunds

We hope that you will not need to return anything to TLC, but if you do, we aim to make the process quick, easy and efficient so that you can exchange or refund your purchase with ease.

Local Branch (Trade Counter Collection) & Van Delivery Returns

Incorrect / Damaged / Faulty Items

Please return the item to any TLC Branch with a copy of your invoice.

If you cannot return the item to a TLC Branch, you can telephone TLC Customer Services on 01293 565 630.

For Incorrect Or Damaged Items, arrangements will be made to replace the goods or issue a refund.

For Faulty Items, we will aim to get the problem resolved as quickly as possible.

Items purchased within 30 days or less are eligible to be exchanged or refunded.

After 30 days, we may offer a repair or replacement of the item, offer a price reduction or refund.

The complete product must be returned unless, if agreed by the company, a specific part may be returned.

Faulty products within a manufacturer’s warranty period will be replaced, repaired or refunded at our discretion.

Some items (showers, water heaters, storage heaters etc.) will be covered by a manufacturer's on-site warranty and will require an on-site engineer visit. A small number of manufacturers will require faulty items to be tested by themselves before the item can be replaced or refunded.

Note: We are sorry, but TLC cannot accept liability for consequential or indirect loss.

Non-Faulty Goods

You can return unwanted items to any TLC Branch with a copy of your invoice.

TLC checks all returned items before a refund is issued.

  • The item must be received back in the original manufacturer's packaging, in perfect condition and ready for re-sale.

    Any writing or labels attached to a product will prevent us from re-selling the item as new, and we will not be able to issue a refund as a result.

  • Where appropriate, you must include any manuals or user information documents with the item.

  • Ideally, unwanted goods need to be returned within one month of purchase.

    Please contact TLC Customer Services on 01293 565 630 if you wish to return unwanted goods after one month of purchase.

  • Goods made or altered to the customer’s specification, including cable cut to length, are not eligible for a refund.

  • We are unable to refund any products which have been specially ordered.

  • You must return the goods to us at your own expense.

Internet & Mail Order Returns

Obtain a returns number by telephoning Customer Services on 01293 565 630 (Monday–Friday, 8 am–5.30 pm).

Note: TLC will not process any returns unless accompanied by a return form and returns number.

Faulty / Incorrect Goods

Arrangements will be made to replace the goods or issue a refund.

  1. Faulty goods must be returned within the manufacturer’s warranty period (typically one year).

  2. Please telephone Customer Services on 01293 565 630 if you wish to return only part of a product.

Faulty products within a manufacturer’s warranty period will be replaced, repaired or refunded at our discretion.

Some items (showers, water heaters, storage heaters etc.) will be covered by a manufacturer's on-site warranty and will require an on-site engineer visit.

A Royal Mail Freepost label will be issued for smaller items to be returned, and a carrier collection will be arranged for more oversized items.

Note: TLC cannot accept liability for consequential or indirect loss.

Non-Faulty Goods

TLC checks all returned items before a refund is issued.

  • The item must be received back in the original manufacturer's packaging, in perfect condition and ready for re-sale.

    Where appropriate, you must include any manuals or user information documents with the item.

    Any writing or labels attached to a product will prevent us from re-selling the item as new, and we will not be able to issue a refund as a result.

  • Ideally, goods need to be returned within one month of purchase. Please telephone Customer Services on 01293 565 630 if you wish to return unwanted goods after one month of purchase.

  • Excluded are goods made or altered to the customer's specification, including cables cut to length.

  • We are unable to refund any products which have been specially ordered.

  • Refunds for goods surplus to requirements after the “cooling off” period are entirely at the discretion of TLC.

  • You must return the goods to us at your own expense.

Consumer Contracts Regulations (2014).

In law, you have a separate right of cancellation during a “cooling off” period. If you wish to cancel an order, you have seven clear working days after delivery to let us know. We will refund you on the return of goods.