Refunds and Returns Policy

Refund & Returns Policy – JML Hardware Limited

At JML Hardware Limited, we want you to be completely satisfied with your purchase. This policy outlines your rights under UK Consumer Law and details how to return items, request refunds, or arrange exchanges.

1. Right to Cancel & Returns Period (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, if you are purchasing as a consumer, you have the legal right to cancel your order and return standard items for any reason within 14 days of receiving your goods.

• Notifying Us: You must inform us of your decision to cancel and return an item within 14 days of delivery by emailing us at

  info@jmlhardware.com

  or calling us on

  01942 715678

  .
• Returning the Goods: Once you have notified us, you have an additional 14 days to send the item back to us.

2. Return Conditions

To be eligible for a standard change-of-mind return:

• The item must be unused, uninstalled, in its original condition, and packed securely in its original packaging.
• All associated fixings, hardware components, keys, and installation instructions must be included.
• Proof of purchase (such as your order confirmation, invoice, or receipt) must be provided.

3. Non-Returnable / Bespoke Items

Unless faulty, misdescribed, or damaged upon arrival, the following items cannot be returned or refunded:

• Bespoke or Made-to-Order Products: Any custom-manufactured item built to your specific dimensions, colour requests, or fire-rating requirements (such as bespoke fire-rated overboxes or custom-cut hardware).
• Clearance or End-of-Line Items: Items explicitly marked as final sale or non-returnable at the time of purchase.

4. Damaged, Faulty, or Incorrect Goods

If you receive a product that is damaged, defective, or incorrect:

• Please inspect your goods upon delivery and report any transit damage or defects to us within 48 hours by emailing

  info@jmlhardware.com

  (please include clear photographs of the damage).
• Under the Consumer Rights Act 2015, if an item is faulty or not of satisfactory quality, you are entitled to a replacement, repair, or full refund.
• For verified faulty or damaged items, JML Hardware Limited will cover or refund any reasonable return shipping costs.

5. Returns Process & Shipping Costs

• Return Address: Please ship or drop off all authorized returns to:
  JML Hardware Limited, Unit 6 Haydock Lane, Haydock Industrial Estate, St Helens, Merseyside, WA11 9XE
• Standard Return Postage: For general change-of-mind returns, you are responsible for paying the return shipping costs. Original standard outbound delivery charges will be refunded; upgraded or express delivery charges are non-refundable.
• Tracking: Because hardware items can be heavy or bulky, we strongly recommend using a tracked courier service and insuring your return, as we cannot issue a refund for items lost or damaged in transit back to us.

6. Refunds

• Processing Time: Once your return is received and inspected at our warehouse, we will email you to confirm receipt and advise whether your refund has been approved.
• Payment Method: Approved refunds will be processed automatically back to your original payment card or checkout method within 14 days of us receiving the returned goods.
• Late or Missing Refunds: If your refund hasn't appeared after 14 days, please check with your bank or card issuer first, then reach out to us at

  info@jmlhardware.com

  .

7. Exchanges

If you ordered the incorrect size meter box or need to swap an item for an alternative product, please contact us at

info@jmlhardware.com

or call

01942 715678

to arrange the exchange. You will be responsible for covering the return shipping costs of the original item and any reshipping fees for the new item, unless the product is faulty.

Need Help?

For any questions regarding returns, faulty items, or fitting advice, please contact our team:

• Phone: 01942 715678 (Mon–Fri, 9am–5pm)
• Email: info@jmlhardware.com
• Address: Unit 6 Haydock Lane, Haydock Industrial Estate, St Helens, Merseyside, WA11 9XE