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Returns Policies

Returns Policies

Williams & Co Ecommerce returns policy

Whilst we hope that all of our customers receive the correct goods in perfect condition, we appreciate that sometimes things go wrong. Even carefully packaged items can get damaged in transit, or perhaps your customer has cancelled a job after you ordered from us. This policy sets out the various circumstances under which we will accept returns, and details exactly what charges will be refunded.


If you simply change your mind.

So long as you tell us within 7 days of receiving the goods, and return the item(s) in perfect and re-saleable condition, and absolutely complete (Including all manufacturers packaging, instructions, fittings, templates, jigs etc) we will refund you the full purchase cost.

If an item is incorrect or damaged when you receive it.

We use high quality packaging materials to protect goods in transit, and pick orders with great care, but no system is perfect. Please open and check the contents for accuracy and missing or damaged items as soon as possible and notify us of any problems within 7 days of receipt. We regret that we are not able to process claims for damaged items more than 7 days after the date of delivery.

 If the packing appears damaged, it’s a great help if you are able to photograph the package before opening it. Once you have notified us of the damaged item, we will discuss what best suits your requirements:

  • To send a replacement and arrange uplift of the damaged item
  • To arrange simple collection and credit of the damaged item
  • If the damage is only cosmetic, and only affects a part of the product (eg decorative trim) we may arrange to send such spares or touch-up material as is required to make the product as new.

If an item is faulty.

In the event of a product fault, please contact us to ascertain the correct procedure. In some cases, the manufacturer may need to visit the product on site. This particularly applies to Gas, Oil, LPG and electric Boilers, water heaters and other appliances, and may also apply to other high value items. Please do not return items without talking to us first.

When returning an item, for whatever reason.

We will issue you with a returns number. Please mark this very clearly on the goods before despatching them. If there is more than one box, please mark all of them. We have a large and very busy warehouse, and it is not easy to keep track of unidentified incoming parcels, and this may delay processing your credit.

We will pay for two attempts for our carrier to collect, which we will organise with you. If the goods are not available for collection when the carrier arrives after two attempts then arranging and paying for return will become your responsibility.

If the original order included a carriage charge, we will refund that basic charge. We will not refund any premium carrier service charges – eg Saturday delivery charges, pre-9:00 am charges etc.


When writing a policy like this, it is not possible to anticipate every circumstance which real life may throw up. If for some reason this policy seems unreasonable in the light of your specific circumstances, please talk to us, and we will do our best to help.

We are a trade only supplier, and all transactions are on a business to business basis.

It is our policy to try to help our customers who purchase items in good faith, but for various
reasons find themselves with unwanted items. We do not apply handling or re-stock charges ourselves, however, we may have to pass them on if we incur them ourselves from our suppliers. If we are aware of these charges at point of order, we may ask for a partial deposit or full payment to cover these upfront.  Customers can return items to any Williams branch, subject to the conditions below.

In return, we ask that customers take care to keep items in good condition, and take reasonable
steps to ensure that they clearly specify their requirements, particularly for special orders.
Stock items
Items which we currently carry in stock* may be returned for full credit to any Williams branch
provided that:
1) They are in re-saleable condition, and complete with all parts, instructions and packaging.
2) They are returned within 90 days of purchase
3) We can establish the details of the original purchase. For cash sales the original receipt
may be required.
Items which we do not currently stock, but which we have ordered in at a customer’s request may
be returned for credit, on the same basis as stock lines, but with the following restrictions:
1) Credit will only be issued when we receive credit from our supplier. If our supplier will not
issue credit, we regret that we are unable to credit items ourselves.
2) Any handling or re-stocking charges applied by our supplier will be passed on to our customer
3) Any other costs, such as carriage charges incurred, will also be passed on.
*If the quantities involved are greatly in excess of our normal usage, we reserve the right to treat
such a return as if it were a special order.


Our prices are not available to the general public. Genuine trade customers can create an account to see pricing and place orders Click here to create an account.