How to Return Product
We hope that your purchase is exactly what you expected, however we understand that occasionally an issue may occur with your chosen item(s). If you change your mind for whatever reason and simply do not want any of the products purchased, as long as it is within 14 days of receipt of goods you may return the goods to us as we offer a hassle-free 14 day returns policy:
- You can return your item if it is unsuitable, provided it’s unopened and in its original packaging.
- However you (the customer) shall be responsible for the return of the product and all cost associated with this.
- You the customer will be responsible for our postage costs to you which will be deducted from the amount we refund to you.
Contact our Customer Care Team by Email [email protected] detailing the damage with images if appropriate to arrange a collection and a credit or refund for the product will be issued within 14 days of receipt by us of the product.
Products we are unable to cancel, refund or exchange
We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:
Products which have been personalised for you.
Where a product has been specially ordered for you, unless faulty, we are unable to refund or offer an exchange. This includes all gas fires, gas stoves, gas wall heaters, wood burning stoves and wood and multifuel burning stoves, which are all made to order, as well as all fires made by the manufacturers Flamerite and Evonic. In exceptional circumstances we may be able to accept return of these items with refund less deduction for restocking of 35% plus carriage to the distributor or manufacturer.
Return of Incorrect, Faulty or Damaged Goods Received
We ask that customers make a full inspection of all products received on the day of delivery. We must be notified of any items that arrive faulty or damaged within 48hrs of receipt. For this we advise that you send an email to [email protected] detailing the damage with images if appropriate. This email will be acknowledged by us and we will advise the next steps, and contact you and either arrange collection, ask for goods to be returned back to us or ask you to dispose of the goods. Please note, never dispose of goods without our notification. Should we request that you send the goods back to us, we ask that you include a receipt for any postage costs that you may incur so that we may refund the full cost of postage.
Please note: All goods reported as faulty will be tested by manufacturers, if it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse this will void any warranty, goods will be returned to you and no refund or replacement issued.
For answers to some of the more frequently asked questions about Returns
I would like to return an item, what do I need to do?
If you would like to return an item to us you will need to firstly email us on [email protected] with your invoice number and details of the reason for return. We will then give you instructions of the procedure to follow. Please make sure that the purchased goods are returned to us in a as new condition. We will require all the original boxes and packing (including all packaging) and the goods must be taken care of whilst in your possession. We do ask that any goods that are in a sealed packaging and are clearly visible without the need to open the packaging remain unopened. No returns will be accepted if the item is damaged or marked. We recommend using a recorded mail service for sending any parcels. When returning your item please make sure to include your order number and also the reason for the return. If you would like to return the item to us we will arrange for your credit card / paypal account to be credited.
What is your returns address?
Our returns address is as follows:
Banyo Ltd t/a Nexus
64 St. Barnabas Road
Do you offer a collection service?
We offer a limited collection service for return of incorrect, faulty or damaged goods only, please contact us to confirm in each case.
How long does the returns process take?
Once goods are received back to us, returns normally take about 10 working days to process.
Have you any questions which we haven’t asked?
Our returns policy can be found on our website, however if you wish to speak to one of the team please call our customer services team on
0116 274 4059.
How long will my refund take?
It will take 14 business days from when you contacted us to receive your refund. Once your refund has been approved, the refund amount will be issued back to your original payment method.
If you contact us to arrange a refund more than 14 business days after delivery, we may be unable to provide you with a full refund for the goods being returned.
Will you refund the delivery charges if I return a product?
For return of goods that are not incorrect, faulty or damaged there is no refund of the delivery charges from ourselves or your delivery return cost.