Returns Policy and Procedure

'Handles and Hinges' Returns Policy & Procedures

➢ If a customer wishes to return an item, they are required to email
'Handles and Hinges' will email a returns form to the customer to complete if requested.
➢ The customer must fill in all the required information and provide photos where necessary. This is to be sent back to
➢ Once Queries Dept has received this the relevant person can start working on the return request.
➢ If your return is approved, Handles and Hinges will email a Goods Return Note (GRN) and the customer will be required to attach this document to the products being returned. ONLY ITEMS ON GRN CAN BE RETURNED.
➢ Where the return is not a fault of Handles and Hinges, a restocking fee of up to 30% may be applicable.
➢ The driver will uplift the goods for return on the next delivery. Should items not be ready for collection the GRN will be removed from the system and no credit will be issued. If items cant be collected due toa reason outside of customers & drivers control then uplift will be attempted on next delivery.
➢ It is the responsibility of the customer to ensure all goods are still in the original packaging and without fault if been returned as good/surplus stock.
➢ Any stock been returned that has been with the customer longer than 3 months will be charged restocking of up to 30%
➢ Any Stock with a customer for 12 months or more is NOT permitted to come back
➢ Customers cannot return stock to our warehouse under any circumstances without prior receipt of a valid GRN.
➢ Deanta will not accept back any doors that have hung or modified in any way.

Reasons for Return

Handles and Hinges understands there can be various reasons for the return of an item(s), please see below the procedures to follow.
➢ Damaged goods – All products must be inspected on delivery and any damage reported within 72 hours. It is the customers responsibility to ensure all the goods are in order and the delivery corresponds to the purchase order. When the Proof of Delivery (POD) is signed it is accepted that the delivery is correct, and the items are in good condition.
➢ Manufacturing Faults – All products with a manufacturing fault must be reported within 72 hours. Photos must be emailed into the office and if necessary, an on-site inspection can be arranged to view the products with the issue. Doors that are warped or split will only be covered by our warranty if the customer has followed our installation guidelines and the door care instructions correctly.
*Please note color variation in wood is not considered a manufacturing fault as this can happen in natural wood products.
➢ Incorrect Products Delivered – In the case of items being delivered that were not on your purchase order, Deanta will uplift the stock and send out the correct items on the next delivery. This must also be reported to the office within 72 hours of delivery. All items must be returned in the same good condition in which they were received.
➢ Incorrect product ordered/customer change of mind – If a customer wishes to return good stock, we will review these requests on a case-by-case basis however Deanta does have the right to refuse these requests when necessary. A restocking fee of up to 30% may be applicable in this instance.
*Any items received back to the warehouse damaged will be returned to the customer on their next delivery and no credit will be issued.