Return & Refund Policy

Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer purchasing online, you have the right to cancel your order within 14 calendar days from the day you receive your goods.

To exercise this right, you must inform us of your decision to cancel by contacting us at orders@bwcmerchants.co.uk before the 14-day period expires. A clear statement (e.g. an email) is sufficient.

Once you have notified us, you must return the goods to us without undue delay and no later than 14 days after the day you told us you wish to cancel. You are responsible for the cost of returning the goods unless we agree otherwise in writing.

Condition of Returned Goods

You may handle goods to establish their nature, characteristics and functioning without losing your right to cancel. However, we may reduce your refund to reflect any loss in value caused by handling beyond that — for example if an item has been fitted, installed, modified, or returned with damaged or missing packaging that prevents us reselling it. Any deduction reflects the actual reduction in the item's value.

Exemptions — Items That Cannot Be Returned

The 14-day cancellation right does not apply to the following, except where the goods are faulty or not as described:

• Sealed goods where the seal has been broken and the item cannot be resold for hygiene or safety reasons. This includes sealed gas and boiler components. If the seal is intact and the item is in its original condition, it can be returned in the normal way.
• Goods cut, modified, or made to your measurements or specification — for example pipe or sheet material cut to a length you specified.

Everything else can be cancelled within 14 days, including items you have unpacked and examined. If an item has been used or installed, you may still cancel, but we may reduce your refund to reflect the loss in value as described above.

These exclusions do not affect your statutory rights under the Consumer Rights Act 2015 for goods that are faulty, not as described, or not fit for purpose.

Incorrectly Ordered Items

Boiler and heating parts are model-specific. Please confirm the make, model and GC number of your appliance before ordering — a part for one manufacturer will usually not fit another, even where the parts look identical. If you are unsure, contact us before you order and we will help you identify the correct part.

If you order the wrong item and the error is not ours, you can still cancel within 14 days on the terms set out above. Two things follow from the mistake being yours rather than ours:

• You pay the cost of returning the goods to us, and you bear the risk of the item being lost or damaged on the way back, so please obtain proof of postage.
• Delivery charges are refunded in proportion to what you return. Cancel the whole order and we refund the delivery charge you paid. Return part of an order and keep the rest, and we refund the delivery charge only to the extent that sending the smaller order would have cost less — often it would not, as items are packed together into a single parcel.

If the mistake is ours — we sent the wrong item, or it is faulty or not as described — none of this applies. You get a full refund including delivery, and we pay the return postage.

Faulty or Damaged Goods

If your order arrives damaged, defective, or not as described, you have the right to a repair, replacement, or full refund under the Consumer Rights Act 2015. Please contact us within 30 days of receiving the goods with photographic evidence and your order number so we can resolve the issue promptly.

You will not be required to cover the cost of return postage for faulty or incorrectly supplied items.

Damage in transit: if your item arrives visibly damaged, please notify us within 48 hours of delivery with photographic evidence and your order number. This helps us claim against the courier, who impose short deadlines on us.

How to Submit a Return Request

You may return eligible items in either of the following ways:

Option 1 — Return by Post or Courier

1. Log in to your account and navigate to your order history, or contact us directly.
2. Email orders@bwcmerchants.co.uk with your order number, the item(s) you wish to return, and the reason for the return.
3. We will acknowledge your request and provide return instructions within 2 business days.
4. Pack the item(s) securely and send them to the address provided.

Option 2 — Return In-Store

You are also welcome to return eligible items directly to our physical store at:

Unit 15, Leyton Business Centre, Etloe Road, Leyton, E10 7BT, London
Opening hours: please contact us to confirm current opening times before travelling.

Please bring the item(s) in their original condition and packaging, along with your proof of purchase (order confirmation email or receipt). In-store returns are assessed on the spot and refunds are processed to your original payment method — they are not issued as cash.

Refunds

We refund to your original payment method within 14 calendar days of receiving the goods back — or of the day you provide evidence that you have returned them, whichever is earlier. Your bank or card issuer may take a further 3–5 business days to show the credit.

Where we reduce a refund to reflect loss in value, or decline a return because the item falls within the exclusions above, we will explain why in writing before completing the refund. If you disagree, contact us and we will review it.

If a return is declined, we will hold the goods for 28 days so you can collect them or ask us to send them back. Redelivery is at your cost, unless the return was declined in error. After 28 days, we may dispose of the items responsibly.

Click & Collect and In-Store Purchases

If you placed a Click & Collect order and have not yet collected the goods, you may cancel your order within the 14-day cooling-off period by contacting us. Once goods have been collected, standard return conditions apply.

For items purchased directly in-store, the statutory 14-day cooling-off right under the Consumer Contracts Regulations 2013 does not apply (it covers distance/online contracts only). However, your rights under the Consumer Rights Act 2015 still apply — if an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund. Please return to our store with your receipt within 30 days for faulty goods.

Trade & Business Customers

The statutory cancellation rights described above apply to consumers only (individuals purchasing for purposes outside their trade, business or profession). Business-to-business purchases are subject to our commercial terms and do not carry the same statutory cancellation rights.

We accept returns of correctly supplied goods from trade customers at our discretion. Where we do, we may apply a restocking charge and deduct our reasonable handling and carriage costs from any refund or credit issued. Goods must be unused, resaleable and returned within 30 days of delivery.

This does not affect a trade customer's rights where goods are faulty, not as described, or not fit for a purpose made known to us.

Contact Us

If you have any questions about our return policy, please contact us:

BWC Merchants
Unit 15, Leyton Business Centre, Etloe Road, Leyton, E10 7BT, London
Email: orders@bwcmerchants.co.uk
Website: bwcmerchants.co.uk