Returns & Refunds Policy

At Caston Hardware, we take great pride in the weight, finish, and precision machining of our architectural ironmongery. If a cabinet handle, door lever, or shelf bracket finish does not match your renovation project, we provide a transparent, completely free 30-day return guarantee. Your statutory consumer rights are not affected by this policy.

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the legal right to cancel their purchase without giving any reason within a statutory cooling-off period:

• Cancellation Deadline: The statutory cancellation period expires 14 calendar days from the day on which you (or a third party indicated by you) receive physical possession of the goods.
• Exercising Your Right: To exercise your statutory right to cancel, you must inform us of your decision by a clear statement (e.g. via email to support@castonhardware.com) within this 14-day period.
• Return Following Cancellation: Once you notify us of cancellation, you must send back the items without undue delay and in any event no later than 14 calendar days from the day you communicated your cancellation.
• Statutory Refund Timeframe: Where you cancel under these regulations, we will reimburse all payments received from you, without undue delay and no later than 14 days after the day we receive the goods back (or, if earlier, 14 days after the day you provide evidence of return dispatch). (Please note: As part of our customer-first commitment, our standard warehouse processing completes inspection and issues approved refunds within 3 business days of receipt).

2. Our Extended 30-Day Voluntary Return Policy

To give you extra flexibility when testing hardware against your kitchen cabinetry or door faces, we voluntarily extend your return period to 30 calendar days from delivery. This voluntary policy is in addition to, and does not replace or limit, your statutory rights mentioned above.

• Return Window: You have 30 calendar days from the delivery date to return eligible hardware products using the prepaid return label enclosed inside your parcel.
• Return Postage & Fees: Return postage is completely free (£0.00) and zero restocking fees (£0.00) apply.

3. Reasonable Handling & Condition of Returned Hardware

Under UK law, you are entitled to handle and inspect products to establish their nature, characteristics, and sizing in the same way you would reasonably be permitted to do in a physical architectural ironmongery showroom.

• Recommended Condition: We ask that items returned under our 30-day voluntary policy be returned clean, undamaged, in resalable condition, and in their original packaging with all included machine screws, connecting bolts, spindles, and Allen keys intact.
• Reasonable Inspection: Customers may unpack a handle or knob indoors and gently hold it against cabinet doors to assess finish, color matching, and hand grip.
• Diminution in Value: You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and finish of the items (for example, if brass or black coatings have been scratched by power screwdrivers during forced installation, screw threads stripped, metal modified, or mounting screw packets lost). In such cases, we reserve the legal right to deduct an amount reflecting the reduction in value from your refund.

4. Faulty, Damaged or Defective Goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your hardware arrives with defective screw threads, scratched plating, broken springs, or if an incorrect finish was dispatched:

• Prompt Reporting Encouraged: We encourage you to notify us at support@castonhardware.com with your Order Number and photos within 48 hours of delivery (or as soon as reasonably practical). Reporting early enables us to swiftly liaise with our logistics carrier and dispatch an urgent replacement part or full unit.
• No Restriction on Legal Rights: This 48-hour reporting recommendation does not restrict, shorten, or exclude your statutory rights under UK law. Under the Consumer Rights Act 2015, you maintain a 30-day legal right to reject faulty goods for a full refund, as well as statutory rights to a free repair or replacement within six months of purchase.
• Zero Return Postage for Faulty Goods: You will never be required to pay return carriage for goods that are faulty, damaged in transit, or incorrectly supplied.

5. How to Use Your Prepaid Return Label (Step-by-Step Mail Return)

To make postal returns effortless, a pre-printed, prepaid return shipping label is already enclosed inside every delivery parcel.

1. Repack the Items: Place the clean, unused hardware pieces into their protective bubble wrap or clear sleeves along with all matching screws, and place them securely back into the original shipping carton.
2. Affix the Return Label: Securely seal the carton using packaging tape. Affix the prepaid return shipping label clearly onto the outside of the box, ensuring any previous delivery barcodes are completely covered.
3. Drop Off with Carrier: Hand the parcel to your designated courier collection service or local Post Office branch specified on the label. Always obtain and retain a proof of postage receipt.

• Return Shipping Cost: £0.00 (Completely Free)
• Restocking Surcharge: Zero / No Cost (£0.00)
• Return Route: By mail only

6. Returns Inspection & Fast 3-Day Refund Settlement

To ensure total clarity, our warehouse operates on a fast-track settlement schedule:

• Total Processing Time (Within 3 Days): Within 3 business days of receiving your returned item at our facility, our staff will inspect the goods and issue your full refund directly back to your original payment card (Visa or Mastercard).
• Statutory Consumer Protection: The inspection of returned goods does not limit or affect your statutory cancellation rights under applicable UK consumer protection law.
• Settlement Currency & Zero Fees: All refunds are issued in British Pounds Sterling (GBP / £) with zero restocking fees or hidden administrative deductions.
• Banking Clearing Timeframe: Once our team has issued your refund within our 3-business-day window, please allow your card issuer's standard clearing timeframe (typically 3–5 working days) for the credit to appear on your bank statement.

7. Customer Support & Returns Facility

8. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The version applicable to your order is always available on this website. Any updates will not affect statutory rights that apply to orders already placed.