Returns & Refunds Policy

Overview

We want you to be happy with your purchase. If you change your mind, you may return eligible items within the conditions outlined below.

This policy complies with UK Consumer Contracts Regulations and does not affect your statutory rights.

1. 14-Day Cooling-Off Period

If you purchase online, you have the right to cancel your order within 14 days of receiving your goods, for any reason, provided items are unused and in resellable condition.

To qualify:

  • Items must be unused and not installed
  • Items should be returned in original condition where possible
  • Return must be agreed with us before sending goods back

2. Return Conditions

We accept returns only when:

  • Items are unused and uninstalled
  • Items are returned within 14 days of delivery
  • Returns are approved by our team in advance

The customer is responsible for return shipping costs.

We recommend using a tracked and insured delivery service, as we cannot be responsible for items lost in transit.

3. Large Items & Timber Kits

Due to the size and nature of our products:

  • Timber posts and DIY kits may be subject to inspection upon return
  • A restocking fee may apply to cover handling and processing costs
  • Customised or configured systems may not be eligible for return once dispatched

We strongly recommend checking all measurements and layout requirements before ordering. Our team is happy to help before purchase.

4. Installed or Used Products

Once a product has been installed, it is considered accepted and is no longer eligible for return, unless it is faulty and covered under our Warranty Policy.

5. Faulty or Damaged Items

If your order arrives damaged or develops a fault:

  • Contact us within 48 hours of delivery (for damage claims)
  • Provide photos and order details
  • We will arrange a replacement or suitable resolution

6. Refunds

Approved refunds will be processed to your original payment method within 5–10 working days after inspection.

7. How to Start a Return

Please contact us before returning any items using the contact us page.

We will confirm return instructions and address details.

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