Returns Policy

1. Returns Window

You may return items within 30 days of the delivery date, subject to the conditions set out below.

2. Conditions for Return

To be eligible for a return, the following conditions must be met:

The item must be unused and in its original, sealed packaging. Our hardware is supplied in sealed protective pouches. If the seal has been broken, the item cannot be returned.
The item must be in the same condition as when it was received, with no signs of handling, fitting, or installation.
All original packaging, labels, and protective materials must be intact.

3. Non-Returnable Items

The following items cannot be returned:

Items where the sealed packaging has been opened
Items that have been fitted, installed, or show signs of use
Sample orders
Items damaged by the customer

4. How to Return an Item

To initiate a return:

Email us at hello@arlowehardware.co.uk with your order number and the reason for your return.
We will confirm your return is eligible and provide our return address.
Post the item back to us using a tracked delivery service. Please do not send items back without contacting us first.

5. Return Postage

Return postage is at the customer’s expense. We strongly recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in return transit.

6. Refunds

Once we receive and inspect the returned item, we will notify you by email. If the return meets the conditions above, we will process a refund to your original payment method within 5 to 10 working days.

Please note:

Original delivery charges are non-refundable unless the return is due to our error (wrong item sent) or a faulty product.
Refund processing times may vary depending on your bank or card provider.

7. Faulty or Damaged Items

If your item arrives faulty or damaged in transit, different rules apply:

Contact us within 48 hours of delivery at hello@arlowehardware.co.uk with your order number and clear photographs of the damage or fault.
We will cover the return postage for faulty or damaged items.
We will offer a full refund or replacement, whichever you prefer.

8. Wrong Item Received

If you receive the wrong item, contact us at hello@arlowehardware.co.uk with your order number. We will arrange collection or provide a prepaid return label, and dispatch the correct item as a priority.

9. Exchanges

We do not offer direct exchanges. If you would like a different finish or size, please return the original item for a refund and place a new order. This ensures the fastest turnaround, as all pieces are made to order.

10. Your Statutory Rights

This returns policy does not affect your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund regardless of this policy.