Refund and Returns Policy

We operate one of the best quibble-free returns policy

You will have 28 days from the day you receive your order (excluding Special Orders – see below). Returns postage costs are the customers’ responsibility.

Please note, when returning sample orders, return postage comes at a cost to customers.

We recommend that if you intend to place a large order and are unsure of the product suitability, please order a sample first which you are able to return for a full refund anytime within 28 days.

NOTE: Please do not refuse delivery of a package. If you wish to return an order this must be arranged as a separate transaction. Deliveries that are refused by the customer at the point of delivery incur a £15 fee when they are returned to Handles4Doors and this will be deducted from any refunds made. Please accept the delivery and then contact us to arrange the return.

How to return goods step by step:

1. Call our friendly team on 01252 786 510 or email us at customerservices@handles4doors.co.uk
2. We will need your order number, name, the item code(s) you are returning and the reason. We will then email you a returns note with a number
3. Goods must be returned to us in their original packaging, unued and in a re-saleable condition. If the goods are damaged on arrival with parts missing or in damaged packaging, we will not be able to issue a refund (please note, any items damaged or scratched in transit to us will be deemed un-saleable, therefore please pack them carefully). We must receive the goods back within 28 days of when you receive the goods. Refunds will not be given for products returned to us over this time.
4. Please note it is the customer’s responsibility to arrange the return. Return postage costs are the customers’ responsibility, which includes custom charges and handling fees for international deliveries. Handles4Doors does not accept any liability for returned goods until they have been received at our premises. We therefore recommend items are returned via a signed delivery service.

Our returns address is:

Handles4Doors
Sayrosa House
Anstey Mill Lane
Alton
Hampshire
GU34 2QQ

Please ensure you write your invoice number clearly on the package.

1. Refunds will be processed back to the original payment method within 14 days of receipt less the original delivery charges.

Any questions regarding your return please contact us at customerservices@handles4door.co.uk or if urgent please call 01252 786510.

Damaged / Missing Items

If you were unfortunate enough to have an issue with your order, please let us know! We want to resolve your query as quick as humanly possible.

Please check your goods thoroughly on delivery and advise us of any missing, incorrect, damaged, faulty or otherwise incorrectly supplied products. You must notify us within 7 working days, and please do not use or fit any of the incorrect items. Please do not send the products back to us without contacting us FIRST to agree the best way to correct the situation.

Damaged Items: We may need to inspect the faulty goods. Sometimes this can be done with ‘photos’ being sent to us by email, or in some situations we may need to get the goods back from you. Once the fault has been established we will either replace or repair any goods that are damaged or defective upon delivery, or we will refund to you the amount paid by you for the goods in question. The way in which we correct this situation is at the discretion of Handles4Doors. ***PLEASE NOTE THAT WE WILL NOT BE ABLE TO REPLACE ITEMS THAT YOU HAVE FITTED OR USED***

Missing Items: We will check our own stock levels and parcel weights to verify the shortage and if we are at fault we will make good any shortage or non-delivery.

Our liability in the case of claims is limited to the sum paid for the goods, and the cost of the carriage if agreed in advance of return. We will also refund any costs paid by you for returning faulty or damaged products to us if agreed in advance of return. We will not be liable to you for any indirect or consequential loss, disappointment, administrative inconvenience, damage or loss of profits occurring out of any problem in relation to the goods. We shall have no liability to pay any money to you by way of settlement other than any refund we make under these circumstances. Your statutory rights are not affected.

Exchanging orders

If you wish to return goods and want to exchange them for something else, then we will process these transactions separately. The new order should be placed online or by phone and full payment made for this order. On receipt of your returned goods your refund will be processed separately. As returns are processed within a timescale of 14 days, any requests for exchange included with returned goods will be delayed.

Special Orders

We cannot accept returns of non-stocked products that we have specially ordered in for you or bespoke products, unless they are faulty. This includes items such as keyed alike locks and master keyed cylinder systems. We also reserve the right to decline a cancellation of a special order if the item has been partly or wholly made. You will be made aware of any special product before we process any order and you will have 7 days to either accept or reject the order.

See full terms and conditions and our privacy policy here.