Return and Refunds

 

Returns, Refunds & Claims Policy

  1. Made-to-Order Products
  • All products that are machined, cut, or made-to-order are non-returnable and non-refundable once manufacturing has started.
  • This includes cancellations requested after production has begun.
  1. Stock Items (Next-Day Range only)
  • Only next-day stock items may be returned, provided they are:
    • In their original condition
    • In their original packaging
    • Unused and re-saleable
  1. Customer Responsibilities for Returns
  • Customers are responsible for arranging and paying for the return of goods (except where items are confirmed as faulty) within 14 days of receipt.
  • All returned stock items are subject to a flat 50% restocking fee, which will be deducted from the refund.
  1. Refunds
  • Refunds will be processed within 7 days of receiving returned items, provided they are:
    • Undamaged
    • Re-saleable
  • The same policy applies to cancelled orders where goods have already been manufactured.

Delivery Charges & Refunds

  • Where a refund is issued due to damaged or missing items, delivery charges will not be refunded where the delivery service itself was completed successfully.
  • A successful delivery means the order was:
    • Dispatched on time
    • Delivered to the correct address
    • Completed by the courier within a reasonable timeframe
  • Successful delivery refers to the delivery service, not the condition of the goods.

 

  • Expedited Deliveries (Express, Next-Day, Saturday):
    If an expedited delivery is late, the delivery service will be downgraded to standard delivery, and the difference in cost between the expedited service and standard delivery will be refunded.
  • Free standard delivery offers are promotional and apply only where standard delivery is selected at checkout.
  • Free or promotional delivery rates do not apply retrospectively when an expedited delivery is downgraded.
  • This ensures the cost of delivery is still covered where a delivery service has been completed.
  1. Safe Place Deliveries & Risk
  • Where a customer authorises delivery to a safe place, the delivery is made at the customer’s risk.
  • Claims for loss or damage after delivery to a safe place may not be accepted without clear supporting evidence.
  1. Reporting Damaged or Missing Goods
  • Customers must inspect goods at the time of delivery.
  • Damage must be clearly noted and signed for as damaged on the courier’s delivery documentation.
  • Only deliveries signed for as damaged are eligible for a damage claim, which must be reported to us within 48 hours of delivery, with photographic evidence.
  • If goods are:
    • Signed for as “received in good condition”
    • Signed for by a third party
    • Left in a safe place
      then claims for transit damage may not be accepted.
  • Missing items must be reported promptly with supporting evidence.
  1. Damaged or Missing Items – Remedies
  • Where goods are confirmed to be damaged, faulty, or missing, we will offer either a refund or a replacement, not both.
  • The selected remedy will apply to the entire affected portion of the order. We cannot split remedies (for example, partial refund and partial replacement) within the same claim.
  • The remedy offered will be determined at our discretion, taking into account:
    • Proportionality
    • Stock availability
    • Commercial practicality
  1. Partial Shortages
  • Where only one or two items are missing or damaged within a larger order, we may offer a partial refund instead of a replacement, as replacement may not be commercially economical.
  • This will be assessed on a case-by-case basis.
  1. Statutory Rights
  • Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.