Returns and Refunds Policy
Trade Balustrade Ltd want you to be delighted with any product purchased on our Website. If you are not, we guarantee to do our utmost to put right any concerns you may have. Upon delivery the driver will ask you to check the parcels and when you are satisfied requests a signature.
If in the event your goods are incorrect, faulty or damaged on delivery and this was not noticed when they were first examined you must notify Trade Balustrade Ltd in writing within 7 days of receiving your order.
We will exchange the product or issue a full refund. If we cannot provide an exact replacement (the item is out of stock or discontinued) we will recommend a substitute as an alternative. If you are not satisfied with this then a full refund will be issued to the original payment card. You have a duty of care whilst the product is in your possession and it is preferable that the product be returned in its original packaging. We will consider the overall condition of the product being returned and we reserve the right to bill you for any damage incurred by yourself or poor re-packaging if the product is returned is in such a condition that the item needs to be reduced in price for stock or disposed of.
The goods must be returned within 28 days of delivery. The collection of the goods will be arranged through our nominated delivery courier who will contact you to arrange collection from the original delivery address. The courier will not go to an alternate address unless instructed to do so by Trade Balustrade Ltd
In all instances, you must take reasonable care of the item(s) and must not use them. If the goods are to be returned because they are incorrect or faulty you will be refunded in full. If the item is not defective then you will need to return it at your own cost. We reserve the right to charge for collection of the item. The return of the goods will be at your expense.
A restocking fee of 20% will be charged on any returned items that are not faulty, defective or if the incorrect item was sent.
You have a statutory 7 day cooling-off period (with the exception of products being made to your specification) from the day after you receive your order. During this time you may cancel your order at any time and receive a full refund. If the item has already been dispatched to you, then we reserve the right to charge for the collection of the item. The above returns policy does not affect your statutory rights. For further details refer to our terms and conditions section.
Cancellation of Orders ‘Made to Order’
Any order made to your own specification may not be returned. If you decide to cancel such an order at any time after production has commenced you will be liable for the cost of work in progress to date of cancellation.
If you cancel such an order after it has been dispatched you will be liable for the cost of the construction and the cost of return unless the item is incorrect, faulty or substantially damaged on delivery. Substantially damaged means an item that is damaged that renders the item unfit for purpose. New parts will be sent out for minor damage.
How long will it take to receive my refund
Refunds will be paid within 7 days after receipt of the returned goods. Please also allow 3 – 4 working days for your credit / debit card issuer to credit your account.
The goods must be returned within 28 days of delivery.
The collection of the goods will be arranged through our nominated delivery courier. In all instances, you must take reasonable care of the item(s) and must not use them. Unfortunately, we cannot exchange for a different product. If you require an exchange for a different product then a new order will have to be placed.
(Please note if you have purchased a Balustrade system and signed off the drawing you will not be entitled to return the goods if correct to the agreed specification.)
Returns and Refunds must be made in writing within seven days of receiving your order either by:
- Email – firstname.lastname@example.org
- Write to us at – Trade Balustrade Ltd, Unit 31, Wharfside, Fenny Stratford, Milton Keynes MK2 2AZ
Our Customer Care Team will respond as soon as they can. Please ensure you complete all the details in the email.
Trade Balustrade Ltd will then verify your request by email/post which will be subject to our terms and conditions.
Our Courier will then contact you to arrange a time for collection.
Please ensure you wrap the item securely for transit, using the manufacturers own packaging if available. Remember to enclose your despatch note(remember to write your Order Number on the reverse) and securely affix the returns label safely to the parcel.
You will receive your refund within 14 days after the goods have been received.
Please note: You have a duty of care for the product and any damage (or additional damage if the product is already damaged) by yourself or poor re-packaging may incur a charge.