Returns Policy

This policy explains how returns, incorrect goods, damaged goods, and cancellations are handled by Newell Glass & Locks Ltd.

1. Bespoke and Made-to-Measure Goods

Many products supplied by Newell Glass & Locks Ltd are bespoke, made-to-measure, or configured to your selected sizes, colours, glass, hardware, and design options. Bespoke goods cannot usually be returned or cancelled because you change your mind or because incorrect information was supplied by you.

2. Non-Bespoke Goods

If a product is not bespoke or made to your specification, you may contact us to request a return. Returned goods must be unused, complete, in their original condition and packaging where possible, and accompanied by proof of purchase. You are responsible for return costs unless the item is faulty or incorrect because of our error.

3. Incorrect Goods

If goods are incorrect because of an error by Newell Glass & Locks Ltd, please tell us as soon as reasonably possible after delivery or collection. Do not install incorrect goods. We may inspect the goods before arranging repair, replacement, collection, or refund.

4. Damaged or Faulty Goods

Please inspect goods on delivery or collection. If goods appear damaged or faulty, contact us promptly with your order details and photographs where possible. Do not install goods that appear damaged or faulty without contacting us first. Faults caused by misuse, incorrect storage, unsuitable installation, accidental damage, normal wear and tear, or third-party alteration are not covered by this returns policy.

5. Inspection and Resolution

We may request photographs, further information, or an inspection before deciding the appropriate solution. Where we accept responsibility, we may repair, replace, refund, or arrange another suitable remedy at our discretion and in accordance with your legal rights.

6. Installation and Consequential Costs

Please check goods carefully before installation. Unless required by law or agreed in writing, Newell Glass & Locks Ltd is not responsible for third-party installation, removal, re-installation, making good, decoration, or consequential costs where goods have been installed before an issue was reported and accepted by us.

7. How to Request a Return

To request a return or report an issue, contact us with your order number, contact details, product details, and photographs if relevant. Email info@newellgl.co.uk or call +44 20 8952 1634.

8. Your Legal Rights

This policy does not affect your statutory rights. If you are unsure whether your item is bespoke or returnable, please contact us before placing your order.