Overview

As all of our products are bespoke made to each order we are unable to offer a refund after once order has been confirmed by us that it is in production. If the order is cancelled before we have acknowledged the receipt of the order and placed the items into production a refund can be issued less a 5% processing fee.

To be eligible for a return, you must email us with your request to cancel the order and provide your order number, full name and address. This must be sent to us before we acknowledge that the item is in production.

Each and every one of our items are bespoke made by hand. There will be variances in every product and our manufacturing tolerance is +/- 2 to 3 mm. Please expect the following on each item (these do not qualify for a return/refund):

• Signs of welding and grinding.
• Small variances in manufacturing size (tolerance +/- 2 to 3 mm).
• Powdercoat finish may not be one flat colour
• Glass may have slight imperfections, unavoidable in the toughening and laminating process. Any imperfections must be visible when standing from 3 metres away (in line with Glass and Glazing Federation standard for quality control).

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Any fault in the operation or the finish of the item must be reported within 24 hours of delivery of the item. The customer is responsible for arranging the delivery of the item back to us. We are also able to arrange a collection, however this does come at an additional fee. This fee will be removed from the refund amount should the item qualify for a refund. Please note, should the item not qualify for a refund the customer is liable to pay the collection fee.

For items being collected they must be inspected immediately upon collection, and any fault reported.

Refunds

Once your return item has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a member of the team will be in touch to arrange the refund to you.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at doors@originalsteel.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Shipping returns

To return your product, you should mail your product to: Unit 24 Oliver Business Park, London, NW10 7JB.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If the customer is unable to arrange shipping we are also able to arrange a collection, however this does come at an additional fee. This fee will be removed from the refund amount should the item qualify for a refund. Please note, should the item not qualify for a refund the customer is liable to pay the collection fee.

We recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at doors@originalsteel.co.uk for questions related to refunds and returns.