Return & Shipping Policy

We deliver across the UK and Northern Ireland, including:

• UK mainland (England, Wales and Scotland)
• Scottish Highlands & Islands
• Isle of Man and Isle of Wight

Highlands, Islands and offshore addresses are sent via Royal Mail. Delivery times to these areas may be slightly longer than to the mainland.

We don't currently deliver to the Republic of Ireland, BFPO addresses, or overseas destinations.

If your order hasn't been despatched yet, we can usually cancel or amend it for you — just contact us as soon as possible:

• Email: sales@jcphardware.co.uk
• WhatsApp: 07918 241583
• Phone: 01209 200 564 (Mon–Fri 8:30–15:30)

Once an order has been despatched we may no longer be able to stop the parcel, but you can still return eligible items in accordance with the returns policy below and any applicable statutory cancellation rights.

Check before fitting

Replacement window and door parts can look very similar, so please take a few minutes to check that your new part is correct before screwing, fitting or installing it.

30 days to return unwanted items

You can return a standard, non-customised item within 30 days of receipt if you've changed your mind, ordered the wrong product, or it isn't suitable for your requirements.

You are welcome to carefully inspect the product in the same sort of way you reasonably could when examining it in a shop. Our 30-day returns policy is in addition to your applicable statutory rights.

Fitted, used or damaged returns

If a product has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may reduce the refund to reflect the resulting loss in value.

Examples can include:

• Screw or bolt marks caused during attempted fitting
• Spindle marks or other evidence that a handle has been fitted or operated
• Scratches, dents, tool marks or cosmetic damage
• Products that have been drilled, cut, filed, painted or otherwise modified
• Missing parts, fixings or accessories originally supplied with the product

Please package returns carefully

We recommend keeping the original packaging until you're happy that the part is correct. If you need to return an item, please protect it carefully so that it isn't scratched, bent or damaged on its way back to us.

• Wrap individual items separately, particularly metal handles, locks and hinges
• Protect polished, painted and plated surfaces from scratches
• Don't allow products to move around or knock against each other in the parcel
• Use a suitable strong outer box, padded envelope or protective packaging
• Where possible, reuse the protective packaging supplied with your order
• Don't attach tape, labels or adhesive directly to the product

If inadequate packaging causes damage during the return journey and reduces the value of the product, this may be taken into account when calculating the refund due.

Who pays return postage?

We recommend using an appropriate tracked service and keeping your proof of postage.

How to request a return

If you have an account:

1. Log in and go to Orders
2. Select the order and click Return Items
3. Follow the instructions — we'll confirm the next steps by email

If you checked out as a guest:

Email sales@jcphardware.co.uk with your order number, or post your return to:

Faulty, damaged or incorrect items

Please contact us as soon as possible if your item is:

• Faulty or not as described
• Damaged when delivered to you
• Not what you ordered

If an item arrives damaged, photographs of the product and packaging are very helpful. Please contact us before returning the item so we can advise you and, where appropriate, provide a postage-paid return method.

If a fault becomes apparent after the first 30 days, please still contact us. Your statutory rights may continue to provide a right to repair, replacement, refund or another remedy depending on the circumstances.

Custom-made products

Products made, cut, keyed or otherwise customised specifically to your requirements — including applicable made-to-order cylinders and keys — are normally excluded from our standard change-of-mind returns policy where the relevant legal exemption applies.

This doesn't affect your statutory rights if a customised product is faulty, damaged when supplied, not as described, or we made an error when fulfilling your specification.

Please double-check measurements, key information, colours and other options before placing a customised order. If you need to cancel, contact us immediately — we may be able to stop the order if production or customisation hasn't started.

Refunds

• Refunds are issued to your original payment method
• We typically process returns within 2–3 working days of receiving them
• Depending on your card or payment provider, please allow additional time for the refund to appear in your account
• If a returned product has lost value because it has been fitted, damaged or handled beyond what was reasonably necessary to inspect it, the refund may be reduced to reflect the actual reduction in value
• Where applicable, standard outbound delivery charges will be refunded in accordance with your statutory cancellation rights
• If you chose a more expensive delivery option than our standard service, the additional delivery upgrade cost is normally non-refundable unless the goods were faulty, damaged or incorrectly supplied