Terms & Conditions

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 confirms we've received your order but isn't acceptance of your order.

1.3 A contract between us is formed when we send you a despatch confirmation email. Until that point we may cancel the order — for example, if a pricing error is discovered, an item is unavailable or we're unable to deliver to your address. If we cancel your order, we'll refund any amount you've paid.

1.4 Please check your order, delivery information and product choices carefully before paying. You're responsible for making sure the information and options you provide to us are accurate.

2. Prices and payment

2.1 All prices shown on our website include UK VAT at the applicable rate. Any delivery charges that apply will be shown before you complete your order.

2.2 We try to make sure all prices are accurate, but mistakes occasionally happen. If we discover 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 the payment methods displayed at checkout. Card payments are processed securely — see our Payment Security page for more information.

2.4 By submitting payment details, you confirm that you're authorised to use the payment method provided.

3. Delivery

3.1 We deliver to the UK and Northern Ireland. Full coverage, delivery services, estimated times and return information are available on our Delivery & Returns page.

3.2 Delivery times shown on our website are estimates. We use different delivery services depending on the size, weight and destination of your order. Most orders placed before 2:00pm Monday–Friday are despatched the same working day.

3.3 Risk in the goods — for example, responsibility if they are lost or damaged — normally passes to you when the goods are delivered to you or to a person identified by you to receive them.

3.4 We'll take reasonable steps to deliver your order within the estimated delivery period. Your statutory rights relating to late or failed delivery are not affected by the delivery estimates shown on our website.

4. Your right to cancel (14-day cooling-off period)

4.1 If you're buying as a consumer online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you the right to cancel your order without giving a reason. For most goods, you have 14 days after the day you receive them to tell us that you wish to cancel. Where goods from the same order are delivered separately on different days, the cancellation period will normally run from receipt of the last relevant item.

4.2 To exercise your cancellation right, you must clearly tell us that you wish to cancel before the cancellation period expires. You can contact us by email, post, telephone or another clear statement. You may use the model cancellation form in section 14 below, but you don't have to.

4.3 After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after notifying us. Unless we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods. This is different where goods are faulty or incorrectly supplied — see section 6.

4.4 Where you validly exercise your statutory cancellation right, we'll reimburse the payments we're required to refund, including any applicable standard outbound delivery charge. We don't have to reimburse additional delivery costs where you chose a more expensive delivery method than our least expensive standard option.

4.5 We may withhold the refund until we've received the goods back or you've supplied evidence that you've sent them back, whichever happens first. Refunds will normally be made using the same payment method used for the original transaction.

4.6 You're entitled to inspect the goods to establish their nature, characteristics and functioning, in much the same way as you reasonably could when examining goods in a shop. If you handle the goods beyond what is reasonably necessary and this reduces their value, we may reduce the refund to reflect the actual reduction in value.

4.7 With replacement window and door hardware, unnecessary fitting can leave permanent signs of installation. Examples may include screw or bolt marks, spindle marks, scratches, tool marks, compression marks, drilling, cutting, filing or other alterations. Where such handling goes beyond what was reasonably necessary to inspect the product and reduces its value, this may result in a deduction from the refund. This is not a fixed restocking fee.

4.8 We recommend checking compatibility before fitting by placing the replacement part alongside your existing part and comparing the dimensions, fixing positions, operation and specification shown on the product listing. If you're unsure, please contact us before installing the product.

4.9 Certain products are excluded from the statutory change-of-mind cancellation right, including goods made to your specifications or clearly personalised. See section 7.

5. Our additional 30-day returns policy

5.1 In addition to your statutory cancellation rights, we offer an additional 30-day returns window on eligible standard, non-customised products. This gives you up to 30 days from receipt to return an unwanted item.

5.2 This additional 30-day policy doesn't replace or restrict your statutory rights. If you've exercised your statutory cancellation right within the legal cancellation period, the statutory rules in section 4 continue to apply.

5.3 For returns made under our additional goodwill policy, products should be unused, unfitted, undamaged and complete, with all components and accessories supplied with them. Original packaging should also be returned where reasonably possible.

5.4 You're welcome to carefully compare a replacement product with your existing part and check its measurements and specification. Please don't screw, bolt, fit or install a product simply to find out whether it fits, as doing so can leave permanent marks and prevent the item from being resold as new.

5.5 If an item returned under our additional 30-day policy has been fitted, used, altered, damaged or is incomplete, we may reduce the refund to reflect its condition and reduced resale value, or the item may fall outside the additional goodwill policy. This doesn't affect any statutory rights that apply.

5.6 For change-of-mind returns, you are responsible for the direct cost of returning the goods. We recommend using an appropriate tracked service and keeping your proof of postage.

6. Faulty, damaged or incorrect goods

6.1 Under the Consumer Rights Act 2015, goods supplied to consumers must meet the legal requirements that apply to them, including being of satisfactory quality, fit for any particular purpose made known where applicable, and as described.

6.2 Short-term right to reject: where goods don't conform to the contract, consumers will normally have a short-term right to reject them within the applicable 30-day period and receive a refund, subject to the requirements of the Consumer Rights Act 2015.

6.3 After the short-term right to reject: you may still have the right to require a repair or replacement. If repair or replacement is unavailable, unsuccessful or can't be provided within a reasonable time and without significant inconvenience, you may have further rights to a price reduction or final rejection depending on the circumstances.

6.4 If goods are faulty, damaged when supplied or incorrectly supplied, please contact us before arranging the return. Where we're responsible for the return, we'll cover the necessary return cost and will normally provide an appropriate postage-paid return method.

6.5 Please let us know as soon as reasonably possible if there's a problem. Photographs of the item, packaging, labels and any visible damage can help us investigate and resolve the issue quickly. Email sales@jcphardware.co.uk.

6.6 Nothing in our 30-day returns policy limits any longer-term rights you may have where goods are faulty.

7. Custom-made and personalised items

7.1 Some products are made, cut, keyed or otherwise prepared specifically to your requirements. Examples may include cylinders or keys produced to a particular key code or other products manufactured or adapted to a specification you supply.

7.2 The statutory 14-day change-of-mind cancellation right does not normally apply to goods that are made to the consumer's specifications or clearly personalised. These products are also excluded from our additional 30-day goodwill returns policy.

7.3 This does not affect your statutory rights where a custom-made or personalised product:

• Has a manufacturing fault
• Was damaged when supplied
• Is not as described
• Does not match the specification you ordered because of an error by us

7.4 A custom-made product cannot normally be returned simply because the measurements, key information, colour or other specification provided by you was incorrect. Please carefully check all customisation information before placing your order.

7.5 If you need to cancel a custom order, contact us immediately. We may be able to stop and refund the order if customisation or production has not yet started. Once work has started, we may no longer be able to cancel it.

8. Returning goods safely

8.1 Please package returned goods carefully and use packaging appropriate for the size, weight and nature of the product. We recommend keeping the protective packaging supplied with your order until you're satisfied that the replacement part is correct.

8.2 In particular, metal handles, locks, hinges and similar products should be protected so that they cannot move around, rub against one another or strike other items inside the parcel. Polished, plated, painted and other visible surfaces should be individually protected against scratches.

8.3 Please don't attach adhesive tape, courier labels or other adhesive materials directly to the product itself.

8.4 Where goods being returned following statutory cancellation are damaged because they have been handled beyond what was reasonably necessary, any permitted deduction will be based on the resulting reduction in value.

8.5 For returns under our additional 30-day goodwill policy, damage caused by unsuitable or inadequate return packaging may affect the refund available. This doesn't affect your rights where goods were faulty, damaged when originally supplied or incorrectly supplied.

8.6 Full practical instructions are available on our Delivery & Returns page.

9. Refunds

9.1 Refunds will normally be made to the payment method used for the original transaction unless another method is agreed or required.

9.2 For ordinary returns received by us, we aim to inspect and process the return within 2–3 working days. Your bank, card issuer or payment provider may take additional time to make the refunded amount available to you.

9.3 Where you exercise a statutory cancellation right, we'll make the reimbursement within the time required by law. We may withhold reimbursement until we've received the goods back or you've provided evidence of having sent them, whichever is earlier.

9.4 Where permitted by law, a refund may be reduced to reflect diminished value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.

10. Your legal rights

10.1 Nothing in these terms affects your statutory rights as a consumer. If any provision in these terms conflicts with a right that cannot legally be excluded or restricted, that statutory right will apply.

10.2 Your rights arise from applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For general information about consumer rights, visit the Citizens Advice consumer pages.

11. Our liability to you

11.1 If we breach these terms or fail to use reasonable care and skill where required, we're responsible for loss or damage that is a foreseeable result of that breach or failure.

11.2 Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Your statutory rights relating to goods
• Any other liability that cannot legally be excluded or restricted

11.3 These consumer terms relate to products supplied for domestic and private use. Nothing in this section is intended to exclude any liability that cannot legally be excluded.

12. Installation and fitting

12.1 We sell replacement parts and hardware. Unless expressly agreed otherwise, we don't provide installation or fitting services.

12.2 Please check the product carefully against your existing part and the measurements and specifications shown on the product page before installation. If you're unsure whether a replacement part is suitable, contact us before fitting it.

12.3 For components that can affect security or safe operation — such as locks, cylinders, multipoint locking systems and certain door or window hardware — we recommend installation by a suitably competent locksmith, window/door fitter or other appropriate tradesperson where necessary.

12.4 We're not responsible for loss or damage caused by incorrect installation, misuse, modification or fitting which has not been carried out with reasonable care or in accordance with any instructions supplied. This does not affect your rights where the product itself is faulty, incorrectly supplied or not as described, and does not exclude any liability which cannot legally be excluded.

13. Events outside our control

13.1 We won't be responsible for a failure or delay caused by circumstances outside our reasonable control, such as severe weather, transport disruption, industrial action, major courier disruption, power or communications failures or government action.

13.2 If an event outside our reasonable control affects your order, we'll take reasonable steps to minimise the effect and keep you informed where appropriate. Your statutory rights, including any rights relating to late delivery or cancellation, are not affected.

14. Complaints, disputes and law

14.1 If you have a complaint, please contact us first — we want the opportunity to put things right. Email sales@jcphardware.co.uk or call 01209 200 564.

14.2 If we can't resolve the matter between us, you can obtain independent consumer advice from Citizens Advice.

14.3 These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, this doesn't prevent you from relying on any mandatory rights available to you or bringing proceedings in the courts available to you under applicable law.

14.4 If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

15. 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.

16. Model cancellation form

You may use the form below if you wish to exercise your statutory right to cancel a distance contract. You don't have to use this form — you can also cancel by sending us any other clear statement that you wish to cancel.