We understand that you may wish to return purchased goods to us, in accordance with the distance selling regulations currently in force our terms and conditions will be as follows.
Items Ordered Wrong / No Longer Required:
Goods returned for a refund, which were ordered wrong or no longer required, must be returned within 30 days from delivery of the goods in the original state supplied, un-used, and un-cut. Returned items in these circumstances will be at your own cost.
Goods that are deemed faulty through no fault of your own will be due a full refund including return postage costs on your part once we have inspected the goods and accepted that the goods are in-deed faulty.
Please note: return postage costs include standard postal returns and recorded delivery charges that are the appropriate for the size / weight of product. Excessive returns charges for example special delivery, guaranteed or timed delivery charges are deemed to be unduly excessive unless agreed in writing between the company and the customer beforehand.
The company reserves the right to not refund for the excessive charges as stated above or only refund the difference at its own discretion. The company does agree to pay in full standard postal charges and recorded delivery charges if items are agreed faulty through no fault of the customer within the terms and conditions.
Returns do not need to be sent back special delivery as this adds un-due cost to your return. Dependant on the package we are happy to receive packages returned as:
- Recorded delivery
- Tracked and or signed for via Royal Mail or Couriers
- The additional charges for special delivery or timed delivery will not be covered under our postage returns costs
If you have ordered a long item such as a multipoint lock mechanism then you will need to use a parcel broker to send parts like this back to us, this is because the item will be too long for Royal Mail handle. We recommend Interparcel or Parcel2Go.
The above parcel brokers will allow you to easily arrange for a courier to collect the part from your home or workplace and return it back to us. Given the choice of courier we would choose TNT.
Special Order Items:
Special order items must be paid for in full prior to the seller ordering the goods and are not returnable under any circumstance except where deemed faulty.
Starting The Returns Process:
We have tried to ensure our returns process is as easy as possible for both customers who registered with us, and who checked out as a guest without creating an account with us.
If you decided not to create an account when purchasing from us then you must use the guest returns system. To return an item as a guest you will require your order id and email address. Your order number will have been sent to the email address you specified when placing your order with us.
To start the returns process as a guest please click here to open the guest return system.
Below is an example of where the order id and email address are located on your invoice, you will have received the invoice via email when you placed the order: By providing the information required shown below, will ensure that your return is processed quickly and efficiently. Packages received without this information will not be given a priority service and any credit payments could be delayed due to this.
Retail / Trade Account Returns:
If you created an account with us when purchasing a product or hold an active trade account then you will need to log in to your account to request a return.
To start the returns process simply click here to open a new return, if you are not currently logged in to your account you will be asked to do so.
Note: If you have not created an account yet (you will have a password to login if you have an account) then you need to choose the guest returns link below as the system will not recognise your details.