Returns & Refunds

Local Branch & Van Delivery Returns

Faulty / Incorrect Goods

Please contact your local branch with:

  1. The date of purchase.
  2. The invoice number.
  3. The product code.
  4. The reason for the return.

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

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.

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

Non-Faulty Goods

Unwanted items are to be returned to your local branch with a copy of your invoice.

All returned items are checked by TLC before a refund is issued.

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

    Where appropriate, any manuals or user information documents must be included with the item.

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

  • Ideally, goods need to be returned within 1 month of purchase. Please contact your local branch if you wish to return unwanted goods after 1 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.

  • 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, 8am–5.30pm).

Note: TLC will be unable to 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 (normally 1 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 larger items.

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

Non-Faulty Goods

All returned items are checked by TLC before a refund is issued.

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

    Where appropriate, any manuals or user information documents must be included with the item.

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

  • Ideally, goods need to be returned within 1 month of purchase. Please telephone Customer Services on 01293 565 630 if you wish to return unwanted goods after 1 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 return of goods.