Returns Policy
Returns & Cancellations
Returns, cancellations and damaged goods
Please read the information below if you need to return goods, report damaged items, cancel an order or query a delivery issue.
This policy should be read alongside our Terms & Conditions and does not affect your statutory rights.
Cancellations and cooling off period
Consumer cooling-off rights apply where products have been purchased for personal use rather than business use.
If you are a consumer, you may return delivered products within 14 calendar days after the day of delivery, including where you have changed your mind.
To cancel or return an order, you must notify us by email, phone or post. If you are returning goods because you have changed your mind after delivery, you must arrange and pay for return transport unless agreed otherwise.
All returned products must be unused, as new and undamaged. Where possible, goods should be returned in their original product packaging, with any shrink wrapping, banding, pallet or crate protection still intact.
Made-to-order, made-to-measure, customised or specially prepared products are not treated as standard returns. A manufacturing fee of up to 100% of the contract value may apply, and in some cases no refund will be due.
Returning goods
If you want to return any items from your order, please contact us before sending anything back.
Once we have been notified, our support team will confirm the return address, any collection details if required, and any reference numbers that need to be included with or attached to the returned items.
Returned products must be unused, as new and undamaged. Returns or cancellations may not be accepted if products have been used, altered, painted, treated with chemicals, customised, or changed in any way that could reasonably be considered use of the products as your own.
The products remain at your risk during return, so please make sure they are suitably packaged to prevent damage in transit.
Once returned goods have been received and inspected, any refund due will be processed in line with this policy.
Damaged goods
It is your responsibility to check your goods before signing the delivery note.
If a package, parcel, pallet or crate is damaged and you choose to accept the delivery, the delivery note must be signed as damaged. You must also notify us of any damage within 48 hours of delivery.
Damage should be reported by email, together with clear photographic evidence. Evidence may also be submitted by post, provided the damage has been reported within the first 48 hours.
Signing the delivery note as “unchecked” or similar does not remove the requirement to notify us of damage within 48 hours. Claims may not be accepted if the carrier has obtained a clean signature or if more than 48 hours have passed.
Where damage is confirmed, we will arrange an appropriate remedy. This may include collection, replacement parts, replacement products or, where applicable, a refund.
If damaged goods need to be returned, they must be kept safe and suitably packaged until collected or returned. The goods remain at your risk until they are physically returned to us.
Made-to-order or customised products will normally be replaced rather than refunded.
Please note that returned items must be received before new ones are sent. Returns and deliveries are not carried out at the same time unless an exchange has been arranged.
Faulty goods
If you believe a product is faulty, you must notify us within 14 calendar days of delivery by emailing sales@seagullfittings.co.uk.
We will arrange collection and inspection of the product. If the product is confirmed as faulty, we will arrange a replacement or refund.
If the product is inspected and found not to be faulty, any refund may be reduced by the cost of collection.
Made-to-order or customised products will normally be replaced rather than refunded.
All returned products must be returned unused, as new and, where possible, in the original product packaging. The goods remain at your risk until they are physically returned to us by collection or delivery.
Incorrect, missing or undelivered goods
If the goods delivered are not what you ordered, or do not match the itemised description on your order, please notify us immediately by email or phone.
If items are missing from your delivery, you must notify us within 48 hours of receipt. It is your responsibility to check that the correct number of packages, parcels, pallets, crates and ordered items has been received.
If your goods have not been delivered, please contact us as soon as possible by phone or email.
Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.
Late claims
If we have not received notification of a return, fault or defect within the required timescales, acceptance of the goods may be assumed.
Any later claim will be considered at our discretion. We reserve the right to decide whether to repair, replace or refund the product.
If goods are claimed to be faulty and are found not to be faulty on inspection, we may charge the cost of returning the goods to us or deduct this from any refund.
The goods remain at your risk until they are physically returned to us by collection or delivery.
Returns Policy FAQ
How do I arrange a return?
Please contact us before returning any item. Our support team will confirm the correct return process, including where the item should be sent and any reference details that need to be included.
Can I return a standard stock item?
Standard stock items may be returnable, subject to this returns policy, the condition of the goods and the relevant timescales.
Can I return a made-to-measure or custom-prepared item?
Made-to-measure, cut-to-size, customised or specially prepared items are not treated as standard returns and may not be returnable unless faulty, damaged or incorrectly supplied.
A manufacturing fee of up to 100% of the contract value may apply.
What should I do if my item is damaged?
Please report damaged goods within 48 hours of delivery. Where possible, sign the delivery note as damaged and email us with clear photographic evidence of the damage.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible so the issue can be reviewed. Depending on the circumstances, we may arrange inspection, collection, replacement parts, replacement goods or a refund.
What will I be refunded if I cancel before dispatch?
If you are a consumer, you will normally receive a full refund, unless the order includes made-to-order, made-to-measure, customised or specially prepared products.
If you are dealing as a business, the refund will normally be the full contract value less a £25.00 ex VAT administration fee. This administration fee may not apply if you cancel and place a replacement order.
Made-to-order, made-to-measure, customised or specially prepared products may be subject to a manufacturing fee of up to 100% of the contract value.
What will I be refunded if I cancel after dispatch?
If you are a consumer and you cancel within 14 calendar days of receiving the order, you will normally receive a full refund, including the original delivery charge where applicable.
If we arrange collection, the refund may be reduced by the collection cost plus a £5.00 ex VAT administration charge.
If you are dealing as a business, the refund will normally be the contract value less a 25% restocking fee and a £15.00 ex VAT administration fee. The administration fee may not apply if you cancel and place a replacement order.
Made-to-order, made-to-measure, customised or specially prepared products are excluded from standard cancellation refunds and may be subject to a manufacturing fee of 100% of the contract value.
Will I pay collection or restocking costs?
Refunds may be reduced by collection costs if we arrange collection on your behalf.
Where you are dealing as a business, refunds may also be subject to a 25% restocking fee. No return fee or restocking fee will be charged where defective goods have been verified and confirmed before return.
How long will my refund take?
Refunds are processed within 14 days of receiving an accepted return or cancellation.
For security reasons, refunds can only be made to the original payment method used to place the order.
Still need help?
If you have a question about a return, cancellation or refund that is not covered here, please contact Seagull Balustrades and we will be happy to help.
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