Returns, cancellations and warranty

Returns, refunds and cancellations

We want you to be happy with everything you buy from us, so we're happy to take returns on our products. There are a few exceptions, mainly for custom and cut to order items, so please read through the policy below.

At a glance

• 90 day returns on standard products, for any reason.
• Damaged or faulty? We'll collect it free of charge and replace it or refund you in full, your choice.
• 2 year warranty on our products, and 10 years against corrosion failure on our Cor-ten and stainless steel drain covers.
• Refunds are processed within 3 working days of your item reaching us.
• Custom, personalised and cut to order items can't be returned for a change of mind, but are still covered if they arrive damaged or faulty.

Changed your mind?

You can return any standard (non custom) product within 90 days of delivery. If an item was sent untracked, we take the delivery date to be 2 days after we dispatched it.

The cost of returning an item you've changed your mind about is yours to pay. You can send it back yourself, or we can collect it for you and deduct a collection fee from your refund:

Item weight	Collection fee
Up to 2 kg	£3
2 kg to 50 kg	£9
Pallets	Price on request

Within 14 days of delivery
This is your legal right to cancel. Let us know within 14 days of receiving your order and we'll refund the price of the item plus your original standard delivery charge. If you chose a faster or premium delivery option, we refund the cost of standard delivery only.

From 15 to 90 days after delivery
You're still welcome to return it, and we'll refund the price of the item. The original delivery charge isn't refunded on returns made after the first 14 days.

Condition of returned items
Please return items undamaged and in a condition we can sell again. You're welcome to unpack and inspect an item as you would in a shop, but if it comes back used, fitted, or damaged beyond that, we may reduce the refund to cover the loss in value. Stainless steel and Cor-ten drain covers can be returned with light scratches.

Please pack your return well so it isn't damaged on the way back. It doesn't need to be the original packaging.

Damaged or faulty items

If your item arrives damaged, or develops a fault, please get in touch and send us a photo if you can. Within 90 days of delivery we'll arrange a free collection and either replace the item or refund you in full, whichever you prefer.

After 90 days, faults are covered by our warranty (below) and your legal rights as a consumer.

Custom, personalised and cut to order items

Items made or cut to your own specification, or personalised for you, can't be returned for a refund if you change your mind or don't like them, as we can't resell them. This is one of the standard exceptions to the 14 day right to cancel.

If a custom item arrives damaged or faulty, or isn't what we agreed to make, we'll of course still replace it or give you a full refund.

Cancelling an order

If your order hasn't been dispatched yet, just let us know and we'll cancel it and refund you in full.

Custom and cut to order items can be cancelled for a full refund up until we've started cutting them. Once they've been through our cutting machine we can't cancel the order.

If your order has already been dispatched, you can still return it under the changed your mind terms above.

My order hasn't arrived

Your order is our responsibility until it reaches you. If it hasn't turned up, please contact us and we'll look into it with the courier. This is usually sorted quickly, but can take up to 14 working days. If your parcel is lost, we'll send a replacement or refund you in full.

Our warranty

We give a 2 year warranty on all of our products, except for:

• parts that are expected to wear out or fail sooner through normal use, and
• parts we've cut to order for you, where we can't give a warranty on how suitable they are for your use.

Our Cor-ten steel and stainless steel drain covers also carry a 10 year warranty against corrosion failure.

Please see our terms of service for full warranty details.

How to return an item

1. Contact us with your order number, the item(s) you're returning and the reason. For damaged or faulty items, photos really help.
2. We'll confirm the return and, if we're collecting, arrange a time with you.
3. Pack the item securely and send it back or hand it to the courier.
4. We'll check the item when it arrives and process your refund or replacement.

Your refund

We process refunds within 3 working days of your item reaching us. How long the money takes to reach you depends on how you paid:

• Bank transfer (BACS): we refund by bank transfer, or by cheque if you'd prefer. Transfers normally arrive the same day, but please allow up to 5 working days.
• PayPal, debit or credit card: we refund to the payment method you used. This usually takes 3 to 5 working days, and occasionally up to 7.
• Cheque: we can only refund by cheque. We'll post it at the earliest 2 working days after your original payment has cleared.

Your legal rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Our returns period and warranty are in addition to those rights, not instead of them.

Any questions? Get in touch with us and we'll be happy to help.