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Returns Policy, refunds and cancellations

Other sections of our Terms of Service you may be looking for: 

Privacy Policy: Our privacy policy
Shipping, Delivery and Dispatch policy: Our shipping and delivery policy
Returns and Refunds: Our returns and refunds policy
Terms of service: Main terms of service page

To guarantee customer satisfaction, we are happy to accept returns of our products. Although there are some exceptions so please read our returns policy.

We offer a 2 year warranty on all of our products (except if they are expected to wear or fail sooner, or if we have cut parts to order for you in which case we offer no warranty on these  parts or their suitability).

Our Cor-ten steel and Stainless steel drain covers have a 10 year warranty against corrosion failure.

Please see our full terms of service for our full warranty details.

Returns for any reason

We will accept returns on all products for 90 days from the date of delivery.
If an item was sent untracked the delivery date is agreed to be 2 (two) days after shipment.

Changed your mind or do not like the product?
We are happy to cover the cost of returning a product if you've changed your mind or don't like our product within the first 14 days. After this you are required to return the item at your own cost.
We can help you by collecting the item and deducting a return fee as follows;
  0-2Kg   £3
  2-50Kg £9
  Pallets £ P.O.A.

Returned items should be undamaged and in a sellable condition. Stainless steel and Cor-ten drain covers may be returned in scratched condition.

You must package the item well so that damage does not occur in transit, although you do not need to use the original packaging.
Item was damaged, faulty or other reasons?
We are happy to cover the cost of returning a product that has arrived damaged or faulty within 90 days.
We will offer to replace the faulty or damaged item, or refund you in full at your preference.
We will be happy to arrange a collection for you, please get in touch with us for this.
Was your item Customised, Personalised or cut to order?
Custom items can not be returned for a refund as they are not sellable if you change your mind or do not like the product.
If the item arrives damaged or faulty we will of course still offer a refund or replacement on custom orders.
My item has not arrived can I have a refund?
If your item has not been dispatched yet then we can cancel your order and refund you in full. Except if it has already been produced on our cutting machine and is a custom item.

 If your item has been dispatched then we will need to investigate with our couriers before continuing with our refund process. This may take up to 14 working days to complete although is usually a far quicker process. We will always offer a full refund or replacement for lost items.

Your refund

Refunds will be processed within 3 working days of your item being returned to us.

If you paid by BACS we will post you a cheque, or pay you by BACS if you supply us with your banking details.
BACS payments should usually arrive in your account the same day, however please allow up to 5 working days.

If you paid by PayPal (Debit or Credit Card) the refund will usually be processed on to the payment method used to make the payment. This may take up to 7 working days to complete but is usually within 3-5 working days.

If you paid by Cheque we are unable to process a refund by any method other than cheque and this will be posted 2 working days after your payment cleared at the earliest.

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