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Hardware we sell from stock, such as hinges, handles, channels, seals and brackets, can be returned if you change your mind. If you bought it online, by phone or by post as a consumer, you have 14 days after it arrives to cancel, with a full refund.
On top of that, our own returns policy takes back unused stock items in the same condition: a full refund within 7 days of the invoice date, or a refund less 20% restocking from day 8 to day 28. Faulty parts are covered by your statutory rights whenever you report them.
Which returns rule applies to me?
There are two separate routes, and the one that is better for you applies.
| Route | Who it covers | What you get |
|---|---|---|
| Statutory cancellation | Consumers who bought at a distance (online, phone or post) | Tell us within 14 days of receiving the goods, then 14 days to send them back. A full refund of the goods and the standard outbound delivery if you cancel the whole order. No restocking charge. |
| Our voluntary returns policy | Eligible unused stock items, however you bought them, including at a branch counter | Within 7 days of the invoice date: a full refund. Days 8 to 28: a refund less 20% restocking. After 28 days a manager may accept a return at their discretion. |
A restocking charge is never taken from a statutory cancellation refund. Goods bought in person at a branch counter carry no statutory change-of-mind right, so the voluntary policy is the route for those. Business purchases do not gain consumer cancellation rights just because they were placed online.
How do I return hardware?
Step 1: Check the part is unused
Our voluntary policy takes back stock items that are unused and in the same condition as you received them. A part that has been fitted, cut or drilled is not unused.
Step 2: Tell us
For a statutory cancellation, use our cancellation form or contact us with your order reference and the items. You do not need our permission to cancel.
Step 3: Get the return address
Contact us for the right return address and how to pack the parts. Keep proof of posting.
Step 4: Send or bring the parts back
Return the parts within 14 days of telling us, for a statutory cancellation. For the voluntary policy, the windows run from the invoice date, so return the parts promptly.
Step 5: Receive your refund
We refund to the payment method you used unless you agree a different route with us, such as account credit or a gift card. You get a credit note as the record of the refund.
What if the hardware came with a glass order?
Stock hardware is still a stock item when it is bought with glass, but glass made to your sizes is not. A change-of-mind return covers the stock parts only. Return them as their own request rather than with the glass. Read bespoke glass and your rights for the made-to-measure pieces.
What if a part is faulty or wrong?
A faulty part, or one that is not what you ordered, is a different matter. Your rights under the Consumer Rights Act 2015 apply, including the short-term right to reject, which normally lasts 30 days from delivery. Report it from your order tracking page or contact us. See faulty glass and remakes for how we deal with faults.
Where to go next
- Our full policy: returns and refunds
- Cancelling a stock item
- Refunds and how long they take
- Buying hardware online
Questions we get asked
Do I pay a restocking charge if I cancel within 14 days?
No. A statutory cancellation refund never has a restocking charge taken off it. The 20% charge applies only to voluntary returns from day 8 to day 28 after the invoice date.
I bought a hinge at the counter. Can I return it?
Yes, under our voluntary policy, if it is unused and in the same condition. Counter purchases have no statutory change-of-mind right, but our policy still applies to them.
What happens after 28 days?
Our voluntary policy ends at day 28. After that, a manager may still accept a return at their discretion, so ask us. Faulty parts are covered by your statutory rights whatever the date.
Who pays to send the parts back?
It depends on why you are returning them and what you were told before you bought. We confirm the arrangement when you contact us.
Contact the team with your order reference and the step you need help with, or search all help topics.