Delivery, Returns & Refund Policy
Shipping & Returns
About Free Shipping
*: We offer free shipping for orders over £100+VAT. Unfortunately, we cannot offer free shipping on orders that contain any multipoint door lock even if they have other items or spend over £100+VAT.
The availability and cost of delivery methods varies according to the value, size and weight of your order and the delivery address.
Please put the items into your shopping basket and you can see the delivery methods (and prices) available for your order.
We partner with FedEx and DHL International to offer a range of rapid delivery services to addresses all over the world.
The range of services is too wide to summarise here. Simply put the items into your shopping basket, and there you can see the options available, and what they will cost. Some remote regions outside the UK may incur an additional shipping cost, we’ll contact you if we require additional payment. Please note that international delivery sometimes takes longer than expected, particularly with DHL international deliveries. We have no way to know of delays once packages have been despatched with DHL.
Delivery of items longer than 1.5m is currently restricted to the UK, Eire and the Channel Islands.
Orders placed after 2pm will be processed on the following working day.
Some Royal Mail deliveries may be sent signed for and require a signature. This will be at our discretion.
‘Next Working Day’ refers to the following working day of the order placement. Orders placed after 2pm on a Friday will be processed on the following working day. Orders are not processed over the weekend or bank holidays.
FedEx deliveries are precise, reliable and flexible. FedEx email and text you (if a mobile number is provided) with a 2 hour delivery slot.
Free delivery for orders over £120 applies only to orders sent to addresses within the UK. In addition orders over £240 sent to Eire will qualify. Unfortunately, we are unable to offer free delivery for long items such as multipoint door locks and some window locks.
Please do not sign for or accept any parcels that appear damaged. This applies particularly to long thin items packed inside round or square cardboard tubes. Parcels which have been signed for are deemed to have been received in good condition.
Delivery times are quoted from date of despatch, not from the date the order was placed and depends on stock levels. Our cut-off time for orders to be despatched same day is 2pm Monday to Friday. We are closed on bank holidays. Our delivery partners also close on bank holidays. Please allow extra time for dispatch and delivery during these periods.
It is your responsibility to choose the correct product, although we are happy to help you identify what you need.
Once we have delivered your product, you are responsible for installation.
We ask you to help us keep prices low by taking responsibility for ordering the correct item, and clearly specifying any options you require.
Our Returns Policy
Sales from this web site to individuals (not businesses) are covered by the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, which protect you by providing a 14 day ‘cooling off’ period after the product has been delivered.
It is only when we have dispatched the goods to you that we have a binding contract. We have the right to refuse at our discretion to supply any goods ordered and refund any payment made.
Should you wish to cancel an order you have the right to receive a refund within 14 days of returning the goods. Refunds will be made via the same payment method initially used to pay for the goods.
The goods/packaging must be unmarked and free from blemishes and returned in a saleable condition. The idea is that you get to see the items as you would do in a retail shop, not that you can use them for a trial period.
Products that have been specially ordered, adapted or customised for you cannot be returned. This includes all rubber gaskets.
Any accompanying products ordered specifically for use with the product must be returned at the same time.
We strive to supply goods in excellent condition. We will repair or replace (for free) any item found defective or damaged before delivery. This is in addition to our product warranty.
The regulations say that you have a legal right to a form to cancel with, so if you want this, please ask for one, but you don’t need to! If you do wish to cancel or return an order you must contact us and obtain a Returns Authorisation code within 14 days commencing the day after receipt of the goods. After 14 days orders cannot be cancelled. You have a further 14 days to send the goods back. If you return an item without this code clearly marked on the packaging we cannot replace it or refund any money. Please pack the relevant items securely, write your personalised return authorisation code on the outside of the parcel and send it to us.
The Customer will be responsible for the safe return of the goods. Goods must be returned ‘as new’ or in the same condition that they were received. There should be no damage, all parts, items should be returned, all packaging must be included and the packaging must not be defaced in any manner.
We do not cover the cost of returning items to us, unless faulty or incorrectly picked goods were supplied (postage costs refunded up to the cost of 1st Class Royal Mail Signed For).
We cannot accept return of products which are damaged after delivery.