Returns & Cancellation Policy

Returns & Cancellation Policy

Effective as of December 2024.

Subject to our Terms and Conditions shown www.marchesironmongery.co.uk/terms-and-conditions.html returns must abide by the following.

Please note the occasional variations between consumer and business based transactions.

Please address all comments or complaints to our Customer Services Team.

Contact details of our Marches Ironmongery Customer Services Team

Phone:                01597 823 822

Email:                 cs@marchesironmongery.co.uk

Defective or Incorrect Goods

Damaged in transit

Goods damaged in transit should be reported to our Customer Services Team within 48 hours of their delivery.  Our Customer Services Team can assist you with this if you contact them directly, we reserve the right to nominate our own courier where collection of the goods is required and shall only arrange from the same address to which the goods were originally delivered.

Defective goods

Goods that arrive defective, faulty or damaged should be reported to us within one week of their delivery, our Customer Services Team can assist you with this if you contact them directly.  We reserve the right to nominate our own courier where collection of the goods is required and shall only arrange from the same address to which the goods were originally delivered.

Incorrectly supplied goods

Subject to their return to us, incorrectly supplied goods are eligible for either a refund or replacement with the correct goods if reported to us within one week of their delivery.  Our Customer Services Team can assist you with this if you contact them directly, we reserve the right to nominate our own courier where collection of the goods is required and shall only arrange from the same address to which the goods were originally delivered.

Where goods are deemed to be have been unsuitably substituted by us, if reported within one week of their delivery our Customer Services Team can assist you if you contact them directly, we reserve the right to nominate our own courier where collection of the goods is required and shall only arrange from the same address to which the goods were originally delivered.

Cancellation

Orders can only be cancelled if they have not yet been dispatched from our warehouse, a 10% cancellation charge may apply to any such cancellation.  To cancel an order you must contact the Sales Team via email on info@marchesironmongery.co.uk, they will confirm any charges that apply.

After dispatch it is not possible to cancel any order and delivery will go ahead.  If you wish to return any order you must wait for it to be delivered and then follow the return procedure as outlined in this document.

Exchange

We are happy to discuss exchange for another product in our range, just let us know when you notify us of your cancellation.

Returns Terms

Conditions

If goods are unwanted by you, they must have been purchased within the last three months and be in a re-saleable condition in order to be eligible for return.  Goods purchased over three months ago are not eligible for return.

If any goods are deemed ‘not suitable’ by you, should you wish to return them to us you are responsible and are under legal obligation to take care of them and not to use them for any purpose.

If goods were incorrectly supplied by us, the goods must be in a re-saleable condition and reported within the specified time frame above in order to be eligible for return.

All goods must be returned to us in the condition in which they were received, with all packaging and paperwork complete and undamaged. 

Business transactions only:

Please note, unless they are deemed by us to be faulty, any non-stocked goods such as any bespoke or special-order items cannot be returned regardless of their purchase date.

Restocking charges - consumer transactions only:

No restocking charges apply for goods returned in the same condition in which they were received, subject to this Returns Policy.

Please note a different restocking charge may apply for any bulk returns or returns which require further processing outside our standard returns procedure, you will be notified of this at the earliest opportunity available.  Please ensure you follow our returns process in its entirety to avoid as any such charges where possible.

Restocking charges - business transactions only:

No restocking charge shall apply to goods returned to us within 10 days of the original invoice date.

A 15% restocking charge shall apply to goods returned beyond 10 days of the original invoice date.

Please note a different restocking charge may apply for any bulk returns or returns which require further processing outside our standard returns procedure, you will be notified of this at the earliest opportunity available.  Please ensure you follow our returns process in its entirety to avoid as any such charges where possible.

Returns Procedure

Returns process

Goods will only be accepted subject our Terms and Conditions and this Returns Policy.

To initiate a return, you will need to contact our Customer Services Team with all the relevant information, including the original invoice or other proof of purchase.  Without proof of purchase we may be unable to authorise any return.

Our Customer Services Team will provide you with an authorised returns note to for you to print and include with the goods being returned.  We will inform you of the address to which you should return the goods to for us to process.

Goods must be accompanied by a completed returns note that has been authorised by us in advance.  All packaging and paperwork must be intact in every return.

Unless we agree in writing otherwise, you are responsible for any return shipping including carriage costs, customs and duties, any other taxes and insurance.

Please note if collection of the goods is deemed by us to be necessary and is arranged by us at our expense, we will arrange a maximum of two collections from you before the return of the goods will become your responsibility and expense.

Once a returns note has been authorised by us, you will have 10 days to return the goods to us.  After which time the returns note will become invalid.

Refunds process

All returns must be pre-authorised by our Customer Services Team in line with this returns process in order to be accepted.  All packaging and paperwork must be intact in every return.

All goods are inspected upon receipt.  If the condition of the goods is not acceptable or differs from the condition you reported them to be, we may refuse a refund.  If the condition of the goods indicates they have been used for any purpose or an attempt has been made to install them, we will consider you to be in breach of your legal duty of care and therefore reserve the right to recover appropriate sums from you.

If the goods are deemed unacceptable for whatever reason, our Customer Services Team will contact you to inform you of our findings and decision.

No refund may be given if the goods are not found to be in the condition expected.

From the date we receive your return, if the goods are accepted please allow 14 days for refund.  You will be refunded less any carriage costs via your original payment method, if we are unable to refund you via this method we will contact you to arrange an alternative method of refund.

If you have credit terms agreed in writing with us at the time of return, we may issue a credit to your account instead of refunding.