If you change your mind, for whatever reason, on any of our products (excluding those made bespokely or that have been personalised for you), simply return it to us within 30 days of receipt for a full refund. Please note that you will have to pay the return postage and this will not be refunded. Should any of our products be faulty in any way, please contact us in the first instance at firstname.lastname@example.org, so that we can discuss the best way to rectify the problem for you.
I have ordered the wrong size, can I switch handrails?
Yes you can. For all handrails and grab rails up to 2.4m long we charge a £15.00 courier fee for switching over the rails. You will then either be refunded or charged the difference between the product you originally ordered and the replacement product.
If you have ordered a handrail that is longer than 2.4m unfortunately the courier fee rises to £30.00 as we have to use a specialised courier for the longer lengths.
We always try to co-ordinate the new product arriving on the same day as the original product is collected, but this is not guaranteed.
You are of course free to send back the unsuitable handrail yourself for a full refund and then you have the option to purchase another product should you wish.
How Should I send My Product Back?
Please wrap it back up so that it is as secure as possible. Please include your surname inside the package so that we can identify who to refund. We have found that Parcel2go and ParcelMonkey offer a choice of couriers that will take most of our handrails.
If you have ordered a handrail over 2.4m long, unfortunately the choice seems very limited. In this instance we can arrange for Tuffnells our courier for our longer rails, to collect from you, however they do charge quite a lot for this service. There is therefore a £30 fee that we must pass on for this.
Can you Arrange a Courier to Collect my Unwanted Product?
Yes we can, but unless you have ordered a handrail over 2.4m long, it often works out cheaper for you to arrange your own courier. We understand that for some this is more difficult to do however for one reason or another. Therefore we can arrange for our courier to collect any product up to 2.4m long for £15, which would be deducted from any refund due.
Please note that if your product is faulty in anyway, these charges do not apply and you should contact us at email@example.com so that we can rectify the situation for you as quickly as possible.