Returns & Refunds

This page explains how to cancel an order, how to return something you no longer want, and what to do if something is faulty. It forms part of our terms and conditions and doesn’t affect your legal rights.

Changing your mind

You have 14 days to cancel your order without giving a reason. The 14 days start the day after you receive your goods. If your order arrives in more than one delivery, they start the day after the last item arrives.

To cancel, let us know clearly before the 14 days are up. You can:

• email [email protected]
• call 01952 740308 (Monday to Friday, 8.30am to 5pm)
• fill in the cancellation form at the bottom of this page and email it to us

You don’t have to use the form. We’ll email to confirm we’ve received your cancellation.

You can also cancel an order before it arrives. If it has already been sent, please return it once it arrives, as below.

Sending goods back

After you tell us you’re cancelling, you have a further 14 days to send the goods back. Please contact us before sending anything, as some items go back directly to the manufacturer, and we’ll give you the right return address.

Unless an item is faulty or not what you ordered, you pay the cost of sending it back. For anything too large to post, such as gates, posts and railing panels, we can arrange collection for you. We’ll tell you the cost before it’s collected, and take it off your refund.

Please pack the goods carefully. They’re your responsibility until they reach us, so we recommend a tracked service and keeping proof of postage.

Condition of returned goods

You can handle and check goods as you would in a shop. If they’ve been used, fitted or damaged beyond that, we may reduce your refund to reflect the loss in value. Returning items unused and in their original packaging helps you avoid any reduction.

Your refund

We’ll refund you within 14 days of receiving the goods back, or of you showing us proof you’ve sent them, whichever is sooner. If you cancel before the goods are sent, we’ll refund you within 14 days of you telling us.

If you cancel your whole order, we’ll also refund the delivery charge you paid. If you cancel part of an order, we’ll refund delivery only if it would have cost less without the items you’ve returned.

We refund to the payment method you used.

Items you can’t cancel for a change of mind

The 14-day right doesn’t apply to items made to your specification or clearly personalised for you. These include:

• gates, railings and panels made to measure, to sizes or finishes you’ve chosen
• anything made to order to your own design

Where this applies, we’ll make it clear before you order. These items are still covered if they’re faulty or not as described.

Ready Made Gates in their standard sizes are made to order, but they aren’t made to your specification, so you can still cancel them.

Faulty, damaged or wrong items

Everything we sell must be as described, fit for purpose and of satisfactory quality. If it isn’t, please contact us with your order number and, if you can, a photo. We’ll arrange to collect the item or pay the cost of returning it.

• Within 30 days of delivery: you can reject the item for a full refund, or ask for a repair or replacement instead.
• After 30 days: we’ll repair or replace it. If that isn’t possible, or the repair or replacement doesn’t fix the problem, you can have a price reduction or a refund. After six months we may take off a fair amount for the use you’ve had.
• Up to six years (five years in Scotland): you can claim for faults that were there when the goods were delivered. In the first six months, we’ll assume a fault was there from the start unless we can show otherwise.

We’ll pay any refund due within 14 days of agreeing you’re entitled to it.

If something arrives damaged or is missing, please don’t fit or use it. Tell us as soon as you can, ideally within 48 hours, so we can take it up with the manufacturer and courier quickly.

Manufacturer guarantees

Some products come with a manufacturer’s guarantee. It’s in addition to your legal rights, not instead of them, and we’ll help you claim on it.

Business customers

If you buy for business purposes, the 14-day right to cancel doesn’t apply. We may still accept a return by agreement, in which case a restocking charge of up to 15% may apply. Your rights for faulty goods are unaffected.

Cancellation form

Complete and return this form only if you want to cancel your order.

To: Simply Secure (UK) Ltd, Unit 4B, Rodenhurst Business Park, Roden, Shrewsbury, Shropshire, SY4 4QU. Email: [email protected]

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Order number:
• Item(s):
• Ordered on / received on:
• Name:
• Address:
• Signature (only if this form is sent on paper):
• Date: