Refund policy
Returns Policy
To return an order, please log into Your Account and select the items you would like to return.
All returns must abide by the terms and conditions outlined in this policy.
Returns will only be accepted if authorised by a member of our team. Please ensure your return has been authorised before attempting to return your goods.
Please send all returns to the following address: Hand Forged Returns, Unit 33 Ddole Road Enterprise Park, Llandrindod Wells, Powys, LD1 6DF.
Returns Process
- All requests for returns must be made via your Hand Forged account at www.handforged.co.uk. If you're unable to access your account or request a return via the website, please contact the Customer Service Team at Hand Forged via email on info@handforged.co.uk.
- Once you've submitted your request via your customer account, you'll be emailed a confirmation that your request is being reviewed.
- If your return is accepted, you'll be sent an email confirming that your return has been approved. Within this email, you'll receive a QR code which must be shown to your local Post Office, who will scan the code, print your return shipping label, and attach it to your parcel.
Important: please ensure you keep your proof of postage until your return has been received and processed.
- Ensure goods are packed well using their original packaging and that any old shipping labels are covered. When packaging your return parcel, ensure goods are packaged securely to protect them during transit. If goods are damaged upon return due to poor re-packaging on the customer's behalf, you may be ineligible for a refund.
- Goods must be returned within 7 days of your return being authorised.
- Upon inspection after delivery, if you deem the products unsuitable for your purpose, you are under a legal duty to take care of the products and to not use them. The goods must be returned to us in the condition they were received, with the original, undamaged packaging and paperwork.
- We will notify you once we have received and inspected your return, and let you know if your refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days. Please note that it can take some time for your bank or credit card company to process and post the refund.
Please Note:
- Products are to be returned at the customers' own expense and the customer may be charged a restocking fee dependent on the time taken to return the goods.
- If goods are returned to us in a condition that indicates they’ve been used or installed after you’ve had reasonable time to inspect them, we will consider you to be in breach of your legal duty to take care of the goods. In this instance, we reserve the right to recover appropriate sums from you, the purchaser.
- Goods damaged in transit must be reported to us within 48 hours of delivery, otherwise they may be ineligible for a refund.
- If delivered goods are deemed to be faulty, incorrectly delivered, or unsuitably substituted, we, Hand Forged, will pay the cost of return via a carrier of our choosing. Please note that collections can only be arranged from the address to which the goods were originally delivered.
- Goods returned to us within 2 months of the invoice date will be credited with no restocking fee.
- Goods returned to us beyond 2 months of the invoice date will be credited with the incurrence of a 15% minimum restocking fee.
Exceptions/ Non-Returnable Items
Some of our products are made-to-order, such as our doors and lighting. Due to the bespoke nature of such products, we are unable to accept returns for these items.
We also cannot accept returns for goods ordered more than 6 months ago.
Gift Cards cannot be returned, re-sold, or exchanged for cash.
If you’re unsure about any of our returns policies, please get in touch with us using the contact details below.
Contact Us
Email: info@handforged.co.uk
Phone: 01597 823 738
Postal address: Hand Forged, Unit 33 Ddole Road Enterprise Park, Llandrindod Wells, Powys, LD1 6DF