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.

Your statutory right to cancel

For most standard goods bought online as a consumer, you can cancel without giving a reason until 14 days after the day you receive them. If items from the same order arrive separately, the period normally runs from receipt of the last relevant item. Applicable custom-made exceptions are explained below.

Tell us clearly before the cancellation period ends by email, telephone, post or another clear statement. You do not need our approval or have to use your account or a particular form. You may use the model cancellation form in section 16 of our Terms & Conditions, but it is optional.

After notifying us, send the goods back without undue delay and no later than 14 days after notifying us. The return address and contact details appear below. Unless agreed otherwise, you pay the direct cost of returning unwanted goods, subject to your statutory rights. Faulty or incorrectly supplied goods are dealt with separately below.

Our additional 30-day returns policy

In addition to your statutory cancellation rights, you can return eligible standard, non-customised goods within 30 days of receipt if you ordered the wrong item, changed your mind or no longer need it.

For this additional goodwill policy, goods should be unused, unfitted, undamaged and complete with their components and accessories. Return the original packaging where reasonably possible. You may carefully compare the part and check measurements before deciding whether to keep it.

Fitted, altered, damaged or incomplete goods may receive a reduced refund reflecting their condition and loss in value, or fall outside this additional goodwill policy. If you exercised your statutory cancellation right in time, the statutory rules continue to apply instead. Your statutory rights are not restricted by these goodwill conditions.

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, coated with correction fluid or otherwise modified
• Missing parts, fixings or accessories originally supplied with the product

How we assess a deduction

For statutory cancellation, any deduction reflects the actual loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Opening packaging or attempting fitting does not automatically justify a deduction. We do not make this deduction if we have not supplied the cancellation-rights information required by law.

We assess each affected item individually. A deduction will not exceed the price paid for that item. Being unable to sell it as new does not itself justify keeping its full price. A full-price deduction is only appropriate where we can substantiate that excessive handling has removed its entire value.

We will explain the damage found, the amount deducted and how it reflects the loss in value. Photographs may support our assessment. Please contact us if you disagree. These rules do not remove your separate rights where goods were faulty, damaged when supplied, incorrectly supplied or not as described.

Having a damaged return sent back to you

If no refund is due because of a lawful full-value deduction, or because the item falls outside our additional goodwill returns policy, we will contact you about having it sent back or collected.

Any charge for sending it back will be limited to the direct postage cost and agreed with you before despatch. We will not automatically deduct that cost from another refund. Where we are legally responsible for the cost, we will cover it.

We will keep the item while arrangements are being discussed. Silence will not be treated as permission to dispose of it; any later steps concerning uncollected goods will follow applicable law. These arrangements will not delay any refund due for other returned items.

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

Please protect the goods for their return journey. Any deduction for return damage will be made only where legally permitted and based on the resulting loss in value. Your statutory rights remain unaffected.

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 unless you expressly agree otherwise. You will not incur a fee for reimbursement.
• We typically process returns within 2–3 working days of receiving them
• For statutory cancellation, we refund without undue delay and no later than 14 days after the day we receive the goods back or, if earlier, 14 days after the day you provide evidence that you sent them back. If we have offered to collect the goods, the deadline is 14 days after the day you tell us you are cancelling.
• 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
• If you cancel the whole order under your statutory cancellation right, we also refund any standard outbound delivery charge paid
• 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