Refund policy

Last updated: June 2025

We want you to be completely happy with your purchase. If something isn’t right, we’ll make it right.

30-Day Return Window

You have 30 days from the date you receive your order to return any item for a full refund. This exceeds the statutory 14-day cancellation right under the UK Consumer Contracts Regulations 2013.

Conditions for Returns

To be eligible for a return, items must be: unused and in their original condition; in their original packaging (where applicable); free from marks, stains, or signs of use.

How to Return an Item

Email support@aldersteel.co.uk with your order number and reason for return.
We’ll respond within 2 working days with return instructions.
Pack the item securely and send it to the address provided. We recommend a tracked service. Return postage is the customer’s responsibility unless the item is faulty or we made an error.

Refund Processing

Once we receive and inspect your return, we’ll process your refund within 14 days to your original payment method. You’ll receive an email confirmation when your refund has been issued.

Faulty or Damaged Items

If your item arrives damaged or is defective, contact us at support@aldersteel.co.uk within 7 days of delivery with photos of the damage. We will offer a full refund, replacement, or repair at no cost to you, including return postage.

Exceptions

The following items cannot be returned: items that have been used, washed, or assembled; custom or personalised orders; items returned after the 30-day window without prior agreement.

Your Statutory Rights

This policy does not affect your statutory rights. Under the UK Consumer Rights Act 2015, you are entitled to goods that are of satisfactory quality, fit for purpose, and as described.