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 using our standard delivery service are despatched the same working day.

3.3 Express – Next Working Day is an optional paid delivery upgrade sent by Parcelforce. The charge is shown at checkout before you complete your order. Express orders placed before 1:00pm Monday–Friday are normally despatched the same working day, with the aim of delivery on the next working day. Express orders placed after 1:00pm, at the weekend or on a bank holiday are despatched on the next working day. Next working day delivery is an aim and not a guaranteed delivery time, and deliveries to the Scottish Highlands, islands and Northern Ireland may take longer. Express isn't available for orders containing multipoint door locks. This doesn't affect your statutory rights.

3.4 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.

3.5 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 16 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 refund the price paid, subject to any lawful deduction under sections 4.6–4.7 and 9.4–9.5. If you cancel the whole order, we'll also refund any standard outbound delivery charge paid. We don't have to reimburse the extra cost of a delivery upgrade (such as Express) above our least expensive standard delivery option.

4.5 We'll refund you without undue delay and within the deadlines in section 9.3. Unless we've offered to collect the goods, we may withhold reimbursement until we've received them back or you've provided evidence that you've sent them back, whichever happens first. We'll use the original payment method unless you expressly agree otherwise, and you won't incur a fee for the reimbursement.

4.6 You may inspect the goods to establish their nature, characteristics and functioning, in much the same way as you reasonably could in a shop. If handling beyond what is necessary causes a loss in value, we may deduct that actual loss in value from your refund. We won't make this deduction if we haven't provided the information about your statutory cancellation right required by law.

4.7 Examples of handling that may reduce a replacement part's value include unnecessary fitting that leaves screw or bolt marks, spindle marks, scratches, tool marks or compression marks, and drilling, cutting, filing, painting or applying correction fluid or another coating. A deduction depends on the resulting loss in value, not simply whether the packaging has been opened or fitting has been attempted. We don't charge a fixed restocking or cancellation 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 be made using the original payment method unless you expressly agree to another method. You won't incur a fee for receiving the refund.

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 For statutory cancellation, we'll refund you without undue delay. Unless we've offered to collect the goods, the deadline is 14 days after the day we receive them back or, if earlier, 14 days after the day you provide evidence that you've sent them back. If we've offered to collect the goods, the deadline is 14 days after the day you tell us you're cancelling. Arrangements for returning a damaged item to you won't delay any refund due for other returned items.

9.4 Any deduction for excessive handling following statutory cancellation will reflect the actual loss in value caused by that handling and won't exceed the price you paid for the affected item. We assess each affected item individually. Being unable to sell an item as new does not, by itself, justify deducting its full price. A deduction may equal the full price only where we can substantiate that the handling has removed the item's entire value. The safeguard in section 4.6 applies.

9.5 If we make a deduction, we'll explain the condition found, the amount deducted and how it reflects the loss in value. We may photograph the goods and packaging to record their condition and support our assessment. Please contact us if you disagree with the assessment.

9.6 If no refund is due for an item because of a lawful full-value deduction, or because it falls outside our additional goodwill returns policy, we'll contact you about whether you would like 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 won't automatically deduct this postage from another refund. Where we are legally responsible for the cost, we will cover it.

9.7 We will keep the item while return or collection arrangements are being discussed. We won't treat silence as permission to dispose of it; any later steps concerning an uncollected item will follow applicable law.

9.8 These provisions concern unwanted returns and do not remove your separate rights where goods were faulty, damaged when supplied, incorrectly supplied or not as described. See section 6.

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.