Apply for a Trade Account Here

Returning & Faulty Goods

Returning Unwanted items

When returning any Unwanted items please contact our customer service team to inform them you would like to return the item. Please ensure they are returned in their original packaging and well packaged. Our returns period is 31 days from the date of purchase. After this time, we may accept a return for a restocking fee but please do contact our customer service team before returning.

If the goods are received back unused and in a resalable condition a refund will be made less any delivery, collection or re-stocking charges we have incurred. You will be made aware of these upon arranging the return of your item. 

Please note any items that have been specially made to order are non refundable. 


Returning Damaged items

At CNM Online we have a 'Repair or Replace' policy for all damaged or faulty items. If your product arrives damaged then please contact our customer service team within 24-48 hours of receiving your item!

Our process will require, photographic evidence of the damage, to the item and also any serial numbers or product codes we may request. We will then arrange a collection of your damaged item, once your item has arrived back at our warehouse, our quality control department will inspect the damage or fault. We will then arrange for a replacement item to be sent out to you if the item cannot be repaired.

Please note we will only send a replacement item once we have received the faulty/damaged item back at our warehouse.


When returning any items that become faulty within the warranty period, please note we will either replace with new or repair your item were possible. If your product is out of it's warranty period, please contact our customer service team on the below contact details and we will endeavor to assist you on a new item at a greta price! 


*Please be aware in some instances, a re-stocking charge will apply.* 



Faulty Goods

If an item you purchased from us does not seem to be working properly, we would first advise you to check your instruction manual, to ensure the item is on the right settings. Some electrical items have ‘re-set’ buttons, pressing them could get the item working again.


If your item is fitted with a plug, and you do not appear to have any power going to the unit, we would recommend that you change the fuse before reporting the problem, as this again, may solve the problem.


If the item you purchased from us should develop a fault within the first 30 days, please contact our customer service team at, a member of our team will contact you as soon as possible and ensure we deal with your fault/issue promptly.


If your item develops a fault after the first 30 days and is still within the warranty period, you will need to contact the manufacturer of your item. The manufacturer may require your date of purchase, the model number and serial number/ batch number of your item, so please have these to hand when you call them.

Every manufacturer operates differently, and the course of action may differ, depending on the item at fault, however, they will be able to advise you what action will need to be taken.



Please see below a list of our main manufacturers contact details, if the manufacturer is not listed below then please get in touch with customer service and we will deal with this for you. 



Burco - 0344 815 3742 



Creda - 0344 879 35 88



Dimplex - 0344 879 35 88 



Hyco - 01924 225 200 



Stiebel – Eltron - 0151 346 2301 


Redring -  0344 879 35 88



Zip - 03456 005 005