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 — without giving any reason.

To exercise this right, you must inform us of your decision to cancel by contacting us at info@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.

Conditions for Return

To be eligible for a return, items must:

• Be in their original, unused condition
• Be in their original, undamaged packaging
• Not have been fitted, modified, or used in any way
• Be accompanied by proof of purchase (order number or receipt)

We reserve the right to reduce your refund (or refuse it entirely) if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning — for example, if items show signs of use, installation, or damage caused by you.

Exemptions — Items That Cannot Be Returned

The following categories are excluded from our returns policy and cannot be returned or refunded, except where they are faulty or not as described:

• Boiler parts and gas components — due to safety regulations and the nature of these products, all boiler parts are strictly non-refundable once dispatched.
• Goods that have been cut, modified, or made to your specific measurements or specifications.
• Sealed goods where the seal has been broken and the item cannot be resold for hygiene or safety reasons.
• Items that have been clearly used or installed.

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.

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.

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 info@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

Once we have received and inspected the returned item(s), we will notify you of our decision. If your return is approved, we will process a refund to your original payment method within 14 calendar days of receiving the goods back (or 14 days from the day you provide evidence of having returned the goods, whichever is earlier). This is in line with the Consumer Contracts Regulations 2013.

Please note that your bank or card issuer may take a further 3–5 business days to post the credit to your account.

If your return is rejected because the goods do not meet our return conditions, we will contact you. You may arrange collection of the items or request redelivery at your own cost. If we do not hear from you within 28 days, we reserve the right to 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 personal use). Business-to-business (trade) purchases are subject to our commercial terms and conditions and do not carry the same statutory cancellation rights.

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: info@bwcmerchants.co.uk
Website: bwcmerchants.co.uk