Refund and Returns Policy

GUTTERSHOP.CO.UK – SAXON STEEL LTD Refund and Returns Policy

1. Returns Eligibility
   • Standard Products: You may return any standard product within 28 days of purchase for a full refund, excluding carriage charges. Items must be unused, in their original packaging, and in saleable condition.
   • Specially Manufactured Items: Custom-made items, such as fabricated gutter angles or profiles, are non-returnable.
2. Return Process
   • Initiate a Return: Contact our customer service team at customerservice@guttershop.co.uk to initiate a return. Provide your order number and reason for the return.
   • Return Shipping: Customers are responsible for return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping service or purchasing shipping insurance.
   • Return Address: Please send returns to: SAXON STEEL – Lime Kiln, Charlton Road, Keynsham, Bristol, BS31 2TB.
3. Refunds
   • Inspection and Approval: Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund. If approved, a credit will be applied to your original payment method within 14 days.
   • Restocking Fees: Certain products may incur a restocking fee. For example, cast iron gutters may have a restocking charge between 25% and 30%, as these charges are levied by the manufacturer.
4. Exchanges
   • Damaged or Defective Items: If you receive a damaged or defective item, contact us immediately at customerservice@Guttershop.co.uk . We will arrange for a replacement or refund.
   • Exchanges: To exchange an item, follow the return process and place a new order for the replacement.
5. Non-Returnable Items
   • Bespoke items, specially painted RAL coloured items, or Mech 416 Soil System pipes are non-returnable.
6. Contact Us
   • Email: customerservice@guttershop.co.uk