Refund policy

Returns Policy for Custom-Made Items

1. Introduction

At Hinson & Sons Ltd, we are dedicated to delivering high-quality custom-made wooden doors and windows tailored to your exact specifications. This returns policy details your rights and our responsibilities concerning returns, cancellations, and refunds for custom-made items, in accordance with UK consumer law.

2. Custom-Made Items Definition

Custom-made items are defined as those created to meet your specific requirements, including but not limited to size, design, material, and finish. Due to their bespoke nature, these items are unique to you and cannot be resold.

3. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to custom-made items. Once your order has been confirmed and production has begun, it cannot be cancelled. We strongly advise you to review your order details carefully before finalizing your purchase.

4. Returns and Refunds

4.1. Defective or Damaged Items

If your custom-made item arrives defective or damaged, you are entitled to a repair, replacement, or refund. Please notify us within 14 days of receiving the item by providing details and photographic evidence of the defect or damage.

4.2. Incorrect Specifications

If the item you receive does not match the agreed specifications, you may request a correction. Contact us within 14 days of receipt with the necessary details and evidence of the discrepancy.

5. How to Return an Item

To return a defective or incorrectly specified item, please:

1. Contact our Customer Service team at info@hinsoncustommade.co.uk within 14 days of delivery.
2. Provide your order number, a description of the issue, and supporting photographs.
3. Follow the instructions provided by our team, which may include a return authorization.

6. Return Shipping Costs

Defective or Incorrect Items: Hinson & Sons Ltd will cover the cost of return shipping for defective, damaged, or incorrectly specified items. We will provide you with instructions for returning the item at our expense.

Other Reasons: If the item is returned for reasons other than defect or incorrect specification, you will be responsible for the return shipping costs.

7. Processing Refunds and Replacements

Upon receiving and verifying the returned item, we will process your repair, replacement, or refund within 14 days.

Repairs and Replacements: If the item is confirmed as defective or not matching the agreed specifications, we will arrange for repairs or send a replacement. We will communicate the timeframe for completing repairs or providing a replacement based on the nature of the issue.

Refunds: Refunds will be issued to the original payment method used. Please allow additional time for your bank or card issuer to process the refund.

8. Contact Us

For any questions or concerns regarding our returns policy, please contact our Customer Service team:

Phone: 01908516333

Email: info@hinsoncustommade.co.uk

9. Amendments

We reserve the right to update this returns policy at any time. Any changes will be posted on our website and will take effect immediately.