We've written these in plain English so they're easy to understand. They apply whenever you buy from us as a consumer (i.e. for personal, not business, use). If you're buying as a business or trade customer, please ask us for our separate trade account terms.
Nothing in these terms affects your statutory rights under UK consumer law.
"JCP Hardware" is the trading name of J C Plastics Limited, a company registered in England and Wales.
Trading address: Unit 1A, Barncoose Industrial Estate, Barncoose, Redruth, Cornwall TR15 3RQ
Registered office: Vivian House, Newham Road, Truro, Cornwall TR1 2DP
Company number: 04842678 · VAT: GB 591 1639 29
Email: sales@jcphardware.co.uk · Phone: 01209 200564
1. Placing an order
1.1 When you place an order through our website, you're making us an offer to buy the goods at the prices and in the quantities shown. We don't have to accept it.
1.2 You'll usually receive an order acknowledgement email straight after ordering. This is just confirmation we've received your order — it isn't contract acceptance.
1.3 A contract between us is formed when we send you a despatch confirmation email. Until that point we can cancel the order — for example, if a pricing error is discovered, if an item is out of stock, or if we can't deliver to your address. If we cancel, we'll refund you in full.
1.4 Please check your order carefully before paying. You're responsible for the accuracy of the information you give us.
2. Prices and payment
2.1 All prices shown on our website include UK VAT at the current rate. Delivery costs are shown separately at checkout.
2.2 We try to make sure all prices are accurate, but mistakes occasionally happen. If we spot a pricing error after you've placed an order, we'll contact you before despatch so you can decide whether to proceed at the correct price or cancel for a full refund.
2.3 Payment is taken at the point of ordering. We accept Visa, Mastercard, Maestro, PayPal, Apple Pay and Google Pay. Card payments are processed securely by Stripe — see our Payment Security page for details.
2.4 By entering your payment details you confirm they are yours to use.
3. Delivery
3.1 We deliver to the UK and Northern Ireland. Full coverage and service details are on our Delivery & Returns page.
3.2 Delivery times shown on our site are estimates. We use Royal Mail, Evri and Parcelforce depending on the size and weight of the order. Most orders placed before 2:00pm Mon–Fri are despatched the same working day.
3.3 Risk in the goods (the chance they get damaged or lost) passes to you when they're delivered to you or someone you've nominated to accept them.
3.4 If we fail to deliver within a reasonable time and delivery isn't urgent for you, we'll still aim to get it to you. If it was urgent and we agreed to that at the time of order, or if delivery becomes impossible, you can cancel and we'll refund you in full.
4. Your right to cancel (14-day cooling-off)
4.1 Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason.
4.2 To cancel, just let us know clearly before the 14 days are up — email, phone or WhatsApp are all fine. You don't have to use any particular form of words.
4.3 After cancelling, you need to return the goods to us within 14 days. You pay the return postage (unless the item is faulty, damaged or incorrectly supplied — see section 6).
4.4 We'll refund the price you paid plus the standard delivery cost, within 14 days of receiving the goods back (or receiving evidence that you've sent them). Refunds go to the original payment method.
4.5 The right to cancel doesn't apply to custom-made goods — items made to your specification (for example, ABS cylinders cut to your key code). See section 7 for the custom-order policy.
5. Our 30-day goodwill returns
5.1 In addition to your statutory 14-day right to cancel, we offer a 30-day goodwill returns window on standard (non-custom) items. That means you have up to 30 days from receipt to change your mind.
5.2 Items should be returned unused, in their original condition and packaging where possible. Some reasonable inspection is fine — we expect customers to check fit and suitability.
5.3 For change-of-mind returns, you pay the return postage. We recommend using a tracked service with proof of postage.
6. Faulty, damaged or incorrect goods
6.1 Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they're not, you have the legal right to a refund, repair or replacement.
6.2 Short-term right to reject (first 30 days): If an item is faulty, damaged in transit, or not as described, you can reject it for a full refund within 30 days of receipt.
6.3 After 30 days: You can still ask for a repair or replacement. If that's not possible or doesn't fix the problem, you may be entitled to a refund (partial or full depending on circumstances).
6.4 In all these cases we cover the return postage. We'll email you a postage-paid returns label so you don't pay anything to send the item back.
6.5 Please let us know as soon as possible if there's a problem — photos of the item and packaging help us resolve things quickly. Email sales@jcphardware.co.uk.
7. Custom-made items
7.1 Some of our products are made to your specification — for example, ABS cylinders cut to your key code. These are custom-made items.
7.2 By law, custom items are exempt from the 14-day right to cancel and from our 30-day goodwill returns window.
7.3 You can still return a custom item if:
- It has a manufacturing fault
- It was damaged in transit
- We made an error fulfilling your specification
7.4 Custom items can't be returned if the issue is with the specification you supplied (wrong measurements, wrong key code, wrong colour choice, etc.). Please double-check before ordering.
7.5 If you need to cancel a custom order before production starts, contact us immediately — we may be able to cancel and refund you. Once production has started, cancellation isn't possible.
8. Your legal rights
8.1 Nothing in these terms affects your statutory rights as a consumer. If any term in this document tried to take those rights away, it simply wouldn't apply — the law would.
8.2 Your key statutory rights come from the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For general information about your rights, visit the Citizens Advice consumer pages.
9. Our liability to you
9.1 If we breach these terms or act negligently, we are liable for foreseeable loss or damage caused by the breach. Loss is foreseeable if it's an obvious consequence of our breach, or if we both thought about it at the time we entered the contract.
9.2 We don't exclude or limit our liability for:
- Death or personal injury caused by our negligence
- Fraud or fraudulent misrepresentation
- Any other liability that can't be limited or excluded by law
9.3 We supply our products for domestic and private use. If you use them for any commercial purpose, we're not liable for business losses such as loss of profit, loss of business, or business interruption.
10. Installation and fitting
10.1 We sell replacement parts and hardware. We don't install or fit them for you.
10.2 For parts that could affect security (such as locks, cylinders and multipoint locking systems), we strongly recommend professional installation by a qualified locksmith or window/door fitter.
10.3 We're not responsible for damage, injury or loss caused by incorrect fitting or installation, whether done by you or a third party.
11. Events outside our control
11.1 We're not liable for failure or delay caused by events beyond our reasonable control — for example, courier strikes, extreme weather, power or internet failures, or government action.
11.2 If such an event affects your order, we'll contact you as soon as possible, and you can choose to wait or cancel for a full refund.
12. Complaints, disputes and law
12.1 If you have a complaint, please contact us first — we want to put things right. Email sales@jcphardware.co.uk or call 01209 200564.
12.2 If we can't resolve things between us, you can seek help from Citizens Advice or contact your local Trading Standards office.
12.3 These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you can still bring proceedings in your local courts.
12.4 If any part of these terms is found to be unenforceable, the rest will still apply.
13. Changes to these terms
We may update these terms from time to time. The version that applies to your order is the version in force on the date you placed your order. The "last updated" date at the top of this page shows when the current version was published.
Contact us before placing your order and we'll be happy to help.