Returns Policy

We always want to make things as smooth as possible for you, so here's everything you need to know about returns, cancellations and replacements.

Commercial equipment can be large, heavy, and costly to return, so we strongly recommend double-checking everything before placing an order.

Please make sure:

• The product is right for your needs
• Doorways, access points, and ceiling heights are measured carefully
• You allow for packaging, as items are often larger when boxed

If you're unsure, we’re always happy to help before you order.

If something isn't right, please get in touch with us first. We'll always try to resolve the issue without needing a return wherever possible.

We do accept returns, but these must be agreed with us in advance.

To be eligible for a return:

• Items must be unused and in original condition
• Equipment must not have been installed, connected to power, or used in any way
• Photographic evidence will be required before a return is approved

If an item is returned and found to have been used, we won't be able to offer a refund or credit.

Unfortunately, we're unable to accept returns or cancellations for:

• Special order (non-stock) items
• Diamond Europe products
• Any used equipment

As we don’t have a resale route for used items, we're unable to offer any restocking value in these cases.

If you need to cancel an order, please let us know as soon as possible.

• Orders can be cancelled free of charge before they leave our warehouse
• Once goods have been picked or dispatched, charges will apply

Because of the nature of commercial equipment, returns involve real costs such as transport, handling, and repackaging.

For this reason, approved returns may include:

• A 25% restocking charge
• Delivery costs (original shipment)
• Collection costs (if we arrange the return)

These charges simply cover the costs we incur - we don't profit from them.

If you're returning an item and ordering a replacement from us, we'll always try to keep your costs as low as possible and may reduce restocking charges where we can.

If we agree a replacement:

• Your new item will be sent out
• The original item will usually be collected at the same time