Returns & Refund Policy
Returns and Cancellation Policy - Distance Sales (For in-store sales return policy, please scroll down)
At Collins Architectural Ironmongery Ltd, we are committed to providing high-quality ironmongery products and excellent customer service. If you're not entirely satisfied with your purchase, you have the right to cancel or return your order in line with UK consumer law.
1. Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel your order for most products purchased online, via telephone, or by email (for distance sales) within 14 calendar days of receiving your items.
Requests after 14 days may be subject to re-stocking charges or refusal.
To cancel your order:
Notify us in writing by email at sales@collinsai.uk or by using our cancellation form (available on our website).
Include your order number, contact information, and a clear statement of your intention to cancel.
2. Returning Items After Cancellation
You must return the items within 14 days of informing us of your cancellation.
Products must be returned in their original condition, unused, and in the original packaging, including all parts, accessories, and a copy of any documentation provided.
Items returned without original packaging or that show signs of use may be subject to deductions from your refund, reflecting any loss of value.
You are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect. Return shipping costs will not be reimbursed unless agreed upon prior to return.
We strongly recommend using a trackable shipping method and retaining proof of postage to ensure the safe return of your goods. Collins Architectural Ironmongery Ltd is not liable for items lost or damaged in transit during the return process.
Once the returned items are received and inspected, we will process your refund or exchange within 14 days, in line with Section 5 (Refunds).
3. Exclusions from the Right to Cancel
The following items are not eligible for cancellation or return under UK law:
Custom-made, bespoke, or personalized items.
Items that have been unsealed and are no longer in their original condition (unless faulty).
4. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, you are entitled to the following under UK consumer law:
Within 30 Days of Receiving the Product:
- You have the right to return the item for a full refund, repair, or replacement, at your discretion.
We will arrange the return or replacement at no cost to you, including covering any return postage fees.
After 30 Days but Within 6 Months:
- If the item develops a fault after 30 days, you are still entitled to a repair or replacement.
If the repair or replacement is unsuccessful or not possible, you may choose to reject the goods and receive a partial refund or full refund, depending on the circumstances.
After 6 Months:
- You are still entitled to a repair or replacement if you can prove the fault was present at the time of delivery.
If the product is under warranty, you may have additional rights, but your statutory rights are separate from any warranty and remain unaffected.
For assistance with faulty or incorrect items, please contact us. (Details in section 9)
5. Refunds
Refunds will be processed within 14 days of receiving the returned item or evidence that the item has been shipped back to us.
Refunds will include the original delivery cost (if applicable) but exclude any supplementary delivery costs for express or premium shipping services.
Deductions may be made for any loss of value if the goods are handled beyond what is necessary to inspect them.
6. How to Return Items
Contact Us: Notify us of your return by email at sales@collinsai.uk or phone at 020 7096 8060.
Package the Item: Include proof of purchase (e.g., a copy of your receipt or order confirmation). Use suitable outer packaging to protect the product during transportation. DO NOT stick shipping labels directly to the product packaging, as this can cause damage and may result in deductions from your refund.
Mark the Package: Clearly mark the outer packaging with "FAO Returns" to ensure your return is processed promptly upon arrival.
Return Address: Send your items to: Collins Architectural Ironmongery Ltd, 102 Alexandra Park Road, London, N10 2AE
7. Exchanges
We are happy to exchange items subject to stock availability. Please contact us to arrange an exchange. Any price difference or additional shipping fees will be communicated before proceeding.
8. Your Consumer Rights
This policy does not affect your statutory rights under UK law, including your rights relating to faulty or misdescribed products.
9. Contact Information
If you have any questions about your rights or need assistance, please contact us:
Email: sales@collinsai.uk
Phone: 020 7096 8060
Address: Collins Architectural Ironmongery Ltd, 102 Alexandra Park Road, London, N10 2AE
Returns and Cancellation Policy - In-Store Sales
At Collins Architectural Ironmongery Ltd, we are committed to ensuring your satisfaction with your purchase. This returns policy outlines your rights and our procedures for in-store purchases in line with UK consumer laws.
1. Faulty or Damaged Goods
If the item you purchased is faulty, damaged, or does not meet its description, you are entitled to the following under UK consumer law:
Within 30 Days of Purchase:
- You have the right to return the item for a full refund, repair, or replacement, at your discretion.
After 30 Days but Within 6 Months:
- If the item develops a fault after 30 days, you are entitled to a repair or replacement.
If the repair or replacement is unsuccessful or not possible, you may choose to reject the goods and receive a partial refund or full refund, depending on the circumstances.
Faults arising within the first 6 months of purchase are presumed to have existed at the time of sale unless we can prove otherwise.
After 6 Months:
- You may still be entitled to a repair or replacement if you can prove that the fault was present at the time of purchase.
If the product is under warranty, you may have additional rights, but your statutory rights are separate from any warranty and remain unaffected.
2. Non-Faulty Goods
We understand that sometimes you may change your mind. While there is no legal obligation to accept returns for non-faulty goods, we offer the following goodwill policy:
Timeframe: You may return items within 30 days of purchase for an exchange, store credit, or refund.
Conditions:
- Products must be returned in their original condition, unused, and in the original packaging, including all parts, accessories.
Proof of purchase is required.
Exclusions:
Certain items cannot be returned unless faulty, including:
Custom-made, bespoke, or personalized items.
Items that have been unsealed and are no longer in their original condition (unless faulty).
3. Sale or Clearance Items
Sale or clearance items are subject to the same rights as full-price items if faulty.
For non-faulty items, we may offer an exchange or store credit at our discretion.
4. How to Return an Item
Returning Items to the Store:
To return an item, please visit the store where the purchase was made. Ensure you bring:
The item in its original condition.
Proof of purchase (e.g., receipt or bank statement).
Our team will assist you in processing your return as quickly as possible.
Returning Items by Post:
If visiting the store is not convenient, you can return the items by post:
Prepare the Return:
- Contact Us: Notify us of your return by email at sales@collinsai.uk or phone at 020 7096 8060.
Package the Item: Include proof of purchase (e.g., a copy of your receipt or order confirmation). Use suitable outer packaging to protect the product during transportation. DO NOT stick shipping labels directly to the product packaging, as this can cause damage and may result in deductions from your refund.
Mark the Package: Clearly mark the outer packaging with "FAO Returns" to ensure your return is processed promptly upon arrival.
- Send the Item:
Address your return to:
We strongly recommend using a trackable shipping method and retaining proof of postage to ensure the safe return of your goods. Collins Architectural Ironmongery Ltd is not liable for items lost or damaged in transit during the return process.
Responsibility for Postage:
- If the item is being returned due to a fault, damage, or an error on our part, we will cover postage costs.
For returns due to change of mind or customer error, the cost of return postage is the responsibility of the customer.
Once we receive your returned item, we will process your refund, exchange, or store credit within 30 days.
5. Contact Us
For any questions regarding returns, please speak to a member of staff in-store or contact us at:
Phone: 020 7096 8060
Email: sales@collinsai.uk
Address: Collins Architectural Ironmongery Ltd,102 Alexandra Park Road, London, N10 2AE
Thank you for shopping with Collins Architectural Ironmongery Ltd. We value your business and are committed to your satisfaction.