Cookie Settings

To use these Services, we need your consent. By clicking on “Accept all”, you declare your consent to the use of all Services. You can also declare your consent by individually clicking on the sliders for each category of cookies and save.

Learn more arrow-right
Necessary cookies

Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.

Preferences cookies

Preference cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in.

Statistic cookies

Statistic cookies help website owners to understand how visitors interact with websites by collecting and reporting information anonymously.

Marketing cookies

Marketing cookies are used to track visitors across websites. The intention is to display ads that are relevant and engaging for the individual user and thereby more valuable for publishers and third party advertisers.

We use our own cookies as well as third-party cookies on our websites to enhance your experience, analyze our traffic, and for security and marketing. Select "Accept All" to allow them to be used. Read our Cookie Policy.
Quote

Returns Policy

This Returns Policy applies to purchases made from Thompson & Leigh Limited through our website: thompsonandleigh.co.uk.

Company details
Thompson & Leigh Limited
Company number: 01703394
Registered office: Unit 1 Bourne Industrial Park, Bourne Road, Crayford, Kent, DA1 4BZ

Your Right to Cancel

If you are a consumer customer, you have the right to cancel your online order up to 14 calendar days after receiving the goods under the UK Consumer Contracts Regulations.

This right applies to consumer customers only and does not apply to business or trade customers.

To exercise your right to cancel, you must notify Thompson & Leigh Limited clearly in writing, either by post or email. Telephone notifications are not sufficient for cancellation purposes.

If you cancel after receiving the goods, you are responsible for returning the items to us at your own cost, unless the goods are faulty, damaged, or misdescribed. Please ensure the goods are packaged securely and take reasonable care to prevent damage during return transit.

Returned goods should be unused, complete, and returned with all original packaging, accessories, fittings, manuals, and documentation where possible.

For faulty, damaged, or misdescribed goods, we will either arrange collection or reimburse agreed reasonable return postage costs once notified and verified.

Refunds will be made to the original payment method. We will refund you within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, whichever is earlier.

We may make a deduction from the refund if the goods have been handled beyond what is necessary to inspect them, or if they are returned damaged, incomplete, or not in resaleable condition.

If you fail to return goods after cancelling, we may charge you the direct cost of recovering the items.

Items Excluded from Cancellation Rights

Some items cannot be returned under the standard right to cancel unless they are faulty, damaged, or misdescribed. These may include:

  • Bespoke, made-to-order, special-order, or custom-made products.

  • Items ordered specifically from a supplier at your request.

  • Products that have been installed, used, altered, or damaged after delivery.

  • Sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

  • Consumable goods or items that, by their nature, cannot be returned.

This does not affect your statutory rights.

Returns

We want you to be satisfied with your purchase. If you need to return an item, please contact us first so we can confirm the correct returns process and issue a return reference where required.

Please do not return goods without contacting us first, as some items may need to be returned to a specific branch, warehouse, or supplier.

Refund Processing Times

Once we have received and inspected your returned goods, we aim to process any approved refund within 5 working days.

Refunds will be made to the original payment method. Once processed, please allow additional time for your bank or payment provider to credit the funds to your account.

This timeframe does not affect your statutory rights or any applicable legal deadlines for issuing refunds.

Delivery Charges and Refunds

If you request a refund for an order that has already been delivered, please be aware that the original delivery charge is generally non-refundable, except where required by law.

Where you return an unwanted item outside your statutory cancellation rights, any refund agreed by Thompson & Leigh will normally cover the cost of the returned product only, excluding the original delivery charge.

If you cancel an eligible online order within the statutory 14-day cancellation period, we will refund the standard delivery charge in accordance with UK consumer law.

If an item is faulty, damaged or incorrect, your statutory rights remain unaffected.

Items Damaged in Transit

If goods arrive damaged, please notify us as soon as possible.

Consumer customers should notify us within 7 days of delivery where possible. Business or trade customers should notify us within 48 hours of delivery.

If damage is clearly visible at the point of delivery, please refuse the delivery or ensure the damage is noted with the courier before signing.

Returned items should be kept in their original packaging, with all accessories and documentation.

Once the damage has been confirmed, we will offer a replacement, refund, or other suitable resolution. Where a return is required, we will reimburse reasonable agreed return carriage costs or arrange collection.

Faulty Items on Arrival

If an item appears to be faulty on arrival, please notify us as soon as possible and provide details of the issue, including photographs where helpful.

Consumer customers may have the right to reject faulty goods within 30 days under the Consumer Rights Act 2015. The law states that refunds under this right must be given without undue delay and within 14 days from the day the trader agrees the refund is due.

Business or trade customers should report faults within 14 days of delivery unless otherwise agreed.

Please return the item with its original packaging, accessories, fittings, and documentation where possible.

Once the fault has been verified, we will provide a replacement, repair, refund, or other suitable remedy depending on the circumstances.

If an item is tested and found not to be faulty, we reserve the right to return the item to you and charge any reasonable return carriage or inspection costs.

Faulty Items Within the Warranty Period

If a fault develops after the initial returns period but within the manufacturer’s warranty period, the item may be eligible for repair, replacement, or another remedy under the manufacturer’s warranty.

Manufacturers may offer direct support, telephone assistance, replacement parts, or on-site inspection services. We may recommend using these services where this is the quickest way to resolve the issue.

For business or trade customers, warranty claims after the initial fault-reporting period may need to be handled directly with the manufacturer, depending on the product and supplier terms.

This does not affect your statutory rights.

Change of Mind Returns

For consumer customers, if you simply change your mind about an online purchase, you must notify us within 14 calendar days of receiving the goods.

You then have a further 14 calendar days to return the goods to us.

Goods must be unused, in an “as new” resaleable condition, and returned with all original packaging, accessories, fittings, and documentation.

Change of mind returns are made at your own cost unless otherwise agreed.

Once we receive the returned goods, we will issue a refund to your original payment method within 14 days, subject to the condition of the returned goods.

This change of mind policy applies to consumer customers only.

Direct Supplier, Special Order and Supplier Collection Items

Some products may be supplied directly from our suppliers or ordered specially for you. These may include, but are not limited to, bathroom furniture, shower panels, radiators, cylinders, heating products, sanitaryware, and other supplier-direct items.

Where a supplier agrees to accept a return for an unwanted item, supplier collection, restocking, and re-handling charges may apply.

These charges vary by supplier and may include:

  • A percentage restocking charge per item.

  • A supplier collection fee.

  • Additional charges depending on the time elapsed since delivery.

  • Higher charges where goods are no longer in original packaging or are not in resaleable condition.

We will confirm any applicable charges before arranging the return wherever possible.

Special-order, bespoke, or made-to-order items may not be returnable unless faulty, damaged, or misdescribed.

Returns Address

Please contact us before returning any items so we can confirm the correct returns address and process.

Thompson & Leigh Limited
Unit 1 Bourne Industrial Park
Bourne Road
Crayford
Kent
DA1 4BZ

Email: [email protected]
Telephone: 01322 557729