Returns & Refunds Policy
Your rights when buying staircase parts from our online shop.
Your right to cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.
How to cancel
Email hartwellsjoinery@gmail.com or call 07794 145791 with your order number, within 14 days of delivery.
Returning goods
Items must be returned unused and in their original packaging, within 14 days of telling us you wish to cancel. Return postage is your responsibility unless the item is faulty, damaged, or was sent in error.
Refunds
Once we've received your returned item(s), or evidence that they've been sent back, we'll process your refund within 14 days, using the same payment method you originally used.
Made-to-order items
Some items, such as rails cut to a custom, non-standard length specifically for your order, may be made-to-order. Under the Regulations, bespoke or personalised items are not eligible for cancellation once production has started. We'll always make clear at the point of order if an item is made-to-order rather than stock.
Faulty or damaged items
This is separate from the above. If an item arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, at no cost to you. Please contact us as soon as possible — a photo helps us sort it quickly.
Contact us
Email hartwellsjoinery@gmail.com or call 07794 145791 with any questions about an order.
This policy is intended as a clear general guide and is reviewed periodically. It is not a substitute for professional legal advice.