Returns & Refunds | Door Hardware Online


1. This page sets out the returns & refunds policy for goods or services purchased through the online store operated by Relcross Limited (trading as) Door Hardware Online. Our standard returns policy entitles you to a full refund of the purchase price and any carriage charge paid if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.


2. You will not be entitled to a refund of the cost you incur in returning the item to us. We cannot accept responsibility for any third-party carriage charges or collect goods from customers’ premises unless exceptional circumstances prevail, and we can only do so after prior arrangement and agreement. Any goods returned without authorisation or with incomplete paperwork will remain on the premises awaiting collection. We do not accept responsibility for the disposal of such items.


3. Where you would like to return a physical product you have purchased, please contact us using the downloadable Returns Authorisation Form to let us know you will be returning the item. Requests will be sanctioned on merit, and if appropriate, a returns authorisation number will be issued to you via email. Additionally (and where applicable), you will be advised of any handling/repair and refurbishment charges relevant to the request. Please return items to the address below with a valid Returns Authorisation Form:


4. Please know that all requests will be given due consideration. Some types of goods are exempt from being returned for a refund. Under no circumstances will we accept modified items, used or fitted items, specials, custom-built systems or electronic/electrical systems. Neither factory-ordered or specially manufactured product lines can be considered for credit or exchange.


5. If the item you purchased is faulty and does not work correctly, or you think the item was not as described in the item description, please include this information on the Returns Authorisation Form. In the case of goods returned for repair or refurbishment, please let us know the exact nature of the fault and the frequency of any recurring problems. This will enable our technicians to effect a timely and accurate response. Quotations will be issued, where necessary, before starting any remedial work. Chargeable repair work will be undertaken only against an official purchase order number.


6. Once we receive and inspect your return, we will contact you to let you know whether your refund will be processed. We will credit your original payment method within 15 working days if appropriate.


7. Please carefully check your bank account and card statement for funds receipt. If you believe you have yet to receive a refund, where we have told you we have issued one, please contact your bank or card provider separately. Some refunds may take several days to credit your account.

See also: - This applies to all purchases made via the online purchasing facility and overrides any other terms outlined above.

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Relcross Limited (trading as) Door Hardware Online | Hambleton Avenue | DEVIZES | Wiltshire | SN10 2RT | United Kingdom | T: ++ 44 (0) 1380 720 062 | F: ++ 44 (0) 1380 729 888 |  E: