Refund policy
Return and Refund Policy for Bespoke Manufactured Goods
1. Introduction
We take pride in crafting bespoke products tailored to your specific requirements. This policy outlines your rights and our obligations regarding returns and refunds for bespoke manufactured goods.
2. No Right to Cancel for Change of Mind
Due to the personalized nature of bespoke goods, we do not accept returns or offer refunds if you change your mind after placing an order. Each item is made to your unique specifications and cannot be resold. All customers are given time to inspect and consider the bespoke design which requires approval and signing off prior to manufacture. Once approved the full policy on returns and refunds apply as set out within this document.
3. Faulty or Not as Described Goods
If your bespoke item is faulty, not as described, or does not meet the agreed-upon specifications, you are entitled to the following remedies:
- Repair or Replacement: We will repair or replace the faulty item at no additional cost to you.
- Refund: If a repair or replacement is not possible, you may request a full refund.
4. Reporting Issues
To report a fault or discrepancy, please contact us within 30 days of receiving your item. Provide detailed information and, if possible, photographic evidence of the issue.
5. Inspection and Proof of Purchase
We may require the item to be returned for inspection. Please retain your proof of purchase, as this will be necessary to process your claim.
6. Timeframes
- Initial 48 Hours: You are entitled to an immediate replacement or repairs if the goods are faulty or damaged on delivery.
- Initial 30 Days: If the goods cannot be repaired or replaced, you are entitled to a full refund.
- Up to 5 Years: You may be entitled to some money back if the goods do not last a reasonable length of time. This is covered under the Limited 5-Year Structural Warranty. Please review the warranty under our Standard Terms and Conditions explained in more detail within this website.
7. Exclusions
This policy does not cover:
- Damage caused by misuse, neglect, or unauthorized alterations.
- Minor imperfections that do not affect the overall functionality or aesthetic of the product.
- Any delay in the despatch times of goods. Any dates specified on the order confirmation are given by way of estimation only and no liability will be accepted by Elite Balustrade System for any delay in transit.
8. Contact Us
For any queries or to initiate a return, please contact our customer service team at support@elitebalustrade.com.
