Returns Policy

Last updated: April 2025

We want you to be fully satisfied with every order. If something is wrong, we will work with you to put it right. Please read this policy before raising a return request.

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Faulty or incorrect goods

If you receive goods that are faulty, damaged in transit, or not as ordered, you are entitled to a full replacement or refund. Please notify us within 14 days of receipt, providing your order reference, a description of the problem, and photographs where relevant.

We will arrange collection of the faulty goods at no cost to you and dispatch a replacement or process a refund within 5 working days of receiving the return.

Standard (non-faulty) returns

For standard stock items returned in their original, unused, and undamaged condition, we accept returns within 30 days of the date of delivery. The following conditions apply:

• Goods must be unused and in their original packaging
• You must obtain a Returns Authorisation Number (RAN) from us before sending goods back
• Return postage and packaging costs are the responsibility of the customer
• We recommend using a tracked service — we cannot accept liability for goods lost in return transit

Once received and inspected, we will process a refund within 5 working days, minus any applicable restocking fee (typically 10–15% for standard stock items).

Bespoke and cut-to-length orders

Products manufactured to a custom specification, cut to a non-standard length, or produced in a non-standard colour are made to order and are non-returnable except in the case of a manufacturing defect or incorrect fulfilment on our part. If you are unsure whether your order qualifies as bespoke, please ask before placing it.

Refund processing

Approved refunds are issued to the original payment method within 5 working days of us receiving and inspecting the returned goods. Depending on your bank or card provider, it may take a further 3–5 working days to appear on your statement.

We reserve the right to reduce a refund if goods are returned in a condition that indicates use, damage, or missing components not present at the time of original dispatch.

Business customers

This policy applies to business-to-business transactions. For consumer purchases made via our website, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 also apply, including a 14-day right to cancel distance contracts.

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Questions about a return? Contact us at info@srileyfabrications.co.uk or call +44 1282 423336. Our team is available Monday to Friday, 8:30am–5:00pm.