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Read cancellation guidance I have changed my mind
Use the consumer cancellation process for an eligible, unused online purchase that you no longer require.
Order cancellations, returns and faults
Cancellations and Returns
Find out how to cancel an order, return an eligible product, report transit damage or request help with a faulty item. Please contact us before sending any goods back.
Contact us first The correct return address depends on how your order was supplied.
14-day cancellation period Normally available to consumers for eligible online purchases.
48-hour damage check Inspect deliveries promptly and report damage or shortages.
Check the product pageEach product displays its applicable returns status.
Which situation applies?
Choose the right returns route
A change-of-mind return, transit-damage report and faulty-product claim follow different processes. Start with the option that best describes the reason for contacting us.
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Report a delivery issue My delivery is damaged or incomplete
Keep the packaging, take photographs and notify us promptly so that the courier claim can be investigated.
03
View faulty-product guidance The product appears faulty
Contact us before installation or attempted repair and provide the product code, order number and fault details.
Your right to cancel
Cancelling an eligible online purchase
Consumers buying eligible products online normally have a cooling-off period. This is separate from the rights that apply when goods are faulty, incorrectly described or unfit for purpose.
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Before dispatch Contact us immediately when you wish to cancel an order that has not yet been dispatched.
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Notify us within 14 days For an eligible consumer order, tell us that you are cancelling within 14 days after receiving the goods.
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Return within the next 14 days Once cancellation has been communicated, return the product without undue delay and normally within 14 days.
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Keep evidence of return Use an insured, trackable service and retain the receipt and tracking information until the refund is complete.
Check before opening or installation
Which products can be returned?
The product page displays the applicable returns status. Contact us before ordering when you are unsure whether a specialist, made-to-order or hygiene-related item can be returned.
Eligible change-of-mind returns
An eligible product should normally be returned in a condition that allows it to be resold as new.
✓ The cancellation request was made within the applicable period.
✓ The product has not been installed, altered, damaged or used.
✓ All accessories, fittings, manuals and components are included.
✓ The original product and delivery packaging are retained.
✓ The product page identifies the item as returnable.
Restricted or non-returnable products
A change-of-mind return may be unavailable where the law permits an exclusion or where the product has been altered through opening, installation or use.
01 Bespoke, custom-made or personalised products, including made-to-measure shower doors and worktop systems.
02 Sealed hygiene or infection-control products after the seal or protective packaging has been opened.
03 Goods specially procured at your request that are not normally listed on the website.
04 Products that have been fitted, assembled, plumbed, wired, modified or combined with other products.
05 Batteries and sealed electrical or technical products carrying a restricted return status once opened.
These change-of-mind restrictions do not affect your statutory rights when a product is faulty, incorrectly described or otherwise fails to meet the required legal standard.
How to return a product
Contact us before sending anything back
Products can be dispatched from Independent 4 Life, an approved supplier or the manufacturer. We must confirm the correct return address and paperwork before the parcel is sent.
Request a return
Email your order number, product code, reason for return and current product condition.
Await instructions
We will confirm eligibility, provide any required form and identify the correct return address.
Repackage securely
Use the original packaging wherever possible and include all accessories, fixings, manuals and returns paperwork.
Insure and track it
Use a suitable insured service and retain proof of dispatch, tracking details and photographs of the packaged return.
Have your order number ready
Tell us whether the product is unopened, opened, installed, damaged or faulty so that we can direct the request correctly.
Return destinations
Do not assume every product returns to Bellamy House
Smaller products delivered by Independent 4 Life may return to Petersfield. Larger and manufacturer-direct products normally require a different supplier address.
APC or Royal Mail deliveries
Bellamy House returns
Use this address only after the customer-service team has confirmed that the product should be returned here.
Returns DepartmentIndependent 4 Life Limited
Bellamy House
Winton Road
Petersfield
Hampshire
GU32 3HA
Supplier or manufacturer delivery
Request the correct supplier address
Larger packaged goods and specialist products may have been dispatched directly by an approved supplier. Contact us with your order number and wait for the correct address and any supplier-specific forms before arranging shipping.
What gets refunded?
Refunds for eligible consumer cancellations
The refund depends on the reason for return, the condition of the product and the delivery service originally selected.
Product price
The price paid for an eligible returned product is refunded, subject to its condition and the applicable returns rules.
Standard delivery
Eligible consumer cancellations include a refund equivalent to the least expensive standard outbound delivery service.
Return shipping
For a change-of-mind return, the customer normally pays the cost of insuring and returning the product.
Refund timing
Refunds are normally processed within 14 days after the goods are received back or acceptable evidence of return is supplied.
Damaged or missing products
Check your complete order within 48 hours
Prompt reporting allows us and the supplier to investigate the delivery with the courier. Please inspect the goods before any installation, assembly or disposal of the packaging.
01 Open and check every package as soon as reasonably possible.
02 Photograph the outer packaging, shipping labels, product and damage clearly.
03 Keep the product, packaging, pallet and protective materials while the issue is reviewed.
04 Email the images with your name, order number and details of everything damaged or missing.
05 Do not install, modify or use a product after discovering damage or an apparent defect.
Faulty products and warranties
Contact us before attempting a repair
A manufacturer’s warranty is additional to your statutory consumer rights. Keep your invoice, serial number, manuals and any warranty-registration confirmation.
Short-term right to reject
Consumers may have the right to reject goods that are faulty, not as described or not fit for purpose within the applicable 30-day period.
Contact us with the order number and fault evidence. The product may need to be inspected or tested before the claim is concluded.
Repair, replacement or other remedy
Depending on the circumstances, the appropriate remedy may be a repair, replacement, price reduction or refund.
Do not arrange an unauthorised repair, as this may make it difficult to identify the cause of the fault or process a claim.
Granberg and other manufacturer claims
Warranty duration and registration requirements vary between products. Check the product page, manual and warranty document supplied with your order.
Many Granberg lifting systems offer extended five-year manufacturing-defect cover when registered, while the standard term and coverage can vary by product. Register promptly and retain the confirmation.
Commercial orders
Business-customer returns are handled separately
Consumer cooling-off rights do not generally apply to purchases made wholly or mainly for business purposes. Contact us before ordering or returning commercial goods.
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Approval is required A commercial return must be discussed and authorised before goods are sent back.
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Restocking charges may apply Some suppliers impose unavoidable inspection or restocking fees on commercial returns.
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Shipping and insurance are chargeable Return freight, insurance and any applicable customs or handling costs may be deducted or invoiced.
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Bespoke goods remain restricted Made-to-order and specially procured products will not normally be accepted for a change-of-mind return.
Returns questions
Frequently asked questions
Can I return a product without contacting you?
No. Contact us first so that we can confirm return eligibility, provide any required paperwork and identify the correct return address.
Sending goods to the wrong warehouse can delay the return and may result in additional shipping costs.
Do I have to use the original packaging?
Products should be returned in their original product and delivery packaging wherever possible. The packaging is often designed specifically to protect heavy, fragile or technical products.
You remain responsible for packaging the return securely enough to prevent damage in transit.
Who pays for a change-of-mind return?
The customer normally pays the cost of insured return shipping for a change-of-mind cancellation.
When goods are confirmed as faulty, damaged or incorrectly supplied, reasonable return costs are handled according to the circumstances of the claim.
Can Independent 4 Life arrange collection?
In some cases we may be able to obtain a collection quotation or arrange return freight.
For a change-of-mind return, an agreed collection cost may be deducted from the refund.
What happens if I have opened the box?
Opening an ordinary product box does not necessarily prevent an eligible consumer return, but the product should only be handled as much as reasonably necessary to inspect it.
Different rules may apply to sealed hygiene, health and restricted technical products. Check the product’s returns status before opening protective packaging or seals.
Can I return an installed product?
An installed, assembled, modified, wired or plumbed product cannot normally be accepted as a change-of-mind return.
When the product appears faulty, stop using it and contact us before dismantling it or arranging a repair.
How will my refund be paid?
Refunds are normally made using the same payment method used for the original purchase, unless another method is expressly agreed.
Bank-processing times can affect how quickly the refunded amount appears after it has been issued.
Does a manufacturer warranty replace my legal rights?
No. A manufacturer guarantee or warranty is additional to the statutory rights that may apply to a consumer purchase.
Warranty claims remain subject to the manufacturer’s registration, installation, maintenance and usage conditions.
Related information
Ordering and customer guidance
Ready to contact us?
Start with your order number and product code
Tell us why the product is being returned, whether it has been opened or installed, and whether any packaging, components or accessories are missing.
