Order Cancellation Policy

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

Customers may request cancellation of an order at any time before it has been dispatched.

To request cancellation, please contact our customer support team as soon as possible.

• Your full name
• Order number
• Email address used during checkout
• Product name
• Reason for cancellation (optional)

Our team will review your order status and confirm the cancellation arrangements.

If your order has not yet been dispatched, we will aim to stop fulfilment and arrange a refund.

There is no order cancellation fee.

Our standard order handling time is 3 business days, Monday to Friday, excluding applicable public holidays.

Our order cut-off time is 12:00 AM (midnight), GMT.

Customers are encouraged to submit cancellation requests as soon as they decide not to proceed with their purchase.

Although we aim to accommodate cancellation requests before dispatch, an order may already be undergoing fulfilment when we receive your request.

The inability to stop dispatch does not remove any applicable statutory cancellation rights.

If your order has already been dispatched, please contact us immediately.

Depending on the shipment status, we may be able to request a delivery interception or provide return instructions.

If the delivery cannot be stopped, you can generally exercise your applicable statutory cancellation rights after receiving the goods, subject to any lawful exceptions.

You may also request a return under our voluntary 30-day Returns & Refunds Policy.

Standard return shipping is free, and we do not charge restocking fees.

Please contact info@thehandlefactory.uk for assistance.

Under the UK's Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing most goods online generally have the right to cancel their order without giving a reason.

For eligible goods, the statutory cancellation period normally begins when the contract is made and expires 14 calendar days after the day the goods are received.

If an order is delivered in multiple instalments, the period generally runs from receipt of the final instalment.

Certain products or contracts may be subject to statutory exceptions.

To exercise your cancellation right, you must clearly inform us of your decision before the applicable cancellation period expires.

You may do this by emailing:

info@thehandlefactory.uk

You do not need to provide a reason when exercising your statutory right to cancel.

To cancel an order, follow these steps.

Send an email to info@thehandlefactory.uk with the subject:

Order Cancellation Request – [Your Order Number]

Include your name, order number, and a clear statement that you wish to cancel your order.

Our customer support team will review your request and provide confirmation or further instructions.

If the product has already been delivered, follow the return instructions provided.

We will process any refund due in accordance with this policy and applicable UK consumer law.

We do not charge cancellation fees for eligible order cancellations.

• Cancellation Fee: £0.00
• Restocking Fee: £0.00
• Standard Return Shipping Fee: £0.00

There are no administrative cancellation charges.

Any lawful deduction for excessive handling of returned goods, where permitted by consumer law, is separate from a cancellation or restocking fee.

If your order is cancelled before dispatch, we will arrange a refund to the original payment method.

Our standard refund processing target is within 10 calendar days, subject to applicable statutory deadlines.

For cancellations under the Consumer Contracts Regulations:

• Where goods have not been delivered, refunds must generally be made within 14 days of being informed of the cancellation.
• Where goods have been delivered, we may generally wait until the goods are returned or evidence of their return is provided before issuing the refund, where the law permits.
• The applicable statutory refund deadline will be observed.

Refunds will normally be issued using the original payment method unless you expressly agree otherwise.

We will not impose refund processing fees.

Your bank or payment provider may require additional time to display the refunded amount.

For an eligible full cancellation, we will refund the amounts required by applicable law.

• The price paid for the cancelled goods
• Any qualifying original standard delivery charges

As The Handle Factory offers free standard UK shipping, there is normally no standard shipping charge to refund.

Where permitted by law, a deduction may apply for a reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.

We do not charge restocking fees.

If your order contains multiple products and you wish to cancel only certain items, please contact us as soon as possible.

Include the order number and identify the products you wish to cancel.

If the affected items have not been dispatched, we will aim to cancel them and refund the relevant amount.

If they have already been dispatched, the applicable return and statutory cancellation arrangements will apply.

Any refund will be calculated based on the items cancelled and applicable legal requirements.

If you entered an incorrect delivery address, selected the wrong product, or made another ordering mistake, contact us immediately.

We will attempt to assist with corrections before dispatch.

If the order cannot be amended, cancellation and replacement ordering may be necessary.

Once a shipment has been dispatched, changes may be limited by the carrier's procedures.

Your statutory cancellation rights remain unaffected.

Some products sold by The Handle Factory require special delivery or handling arrangements.

• Fireplaces
• Generators
• Water Heaters
• Saunas
• Furnaces & Boilers

If you wish to cancel an order containing a large or heavy product, please contact us promptly.

Where a product has already been delivered, we will provide suitable return instructions and arrange an appropriate return method where necessary.

Our stated free return shipping arrangements apply to eligible returns.

For safety reasons, equipment connected to gas, electrical, or heating systems should only be disconnected by appropriately qualified professionals where required.

Any installation or removal services are separate from the standard return of goods unless otherwise agreed or required by law.

If you receive a product that is damaged, faulty, or not as described, please contact our support team.

Provide your order number and a description of the issue.

Depending on the circumstances, you may be entitled to:

• Repair
• Replacement
• Price reduction
• Refund
• Rejection of the goods

Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty goods within 30 days, subject to statutory conditions.

Additional remedies may remain available beyond that period.

Our cancellation and returns policies do not restrict these rights.

Our standard estimated delivery timeframe is 5–7 business days, consisting of:

• Order Handling: 3 business days
• Transit Time: 2–4 business days

If delivery is delayed, please contact us for an update.

Under UK consumer law, goods must generally be delivered without undue delay and within 30 days unless another delivery period has been agreed.

Where applicable, customers may be entitled to cancel because of late delivery, including where an agreed essential delivery deadline has been missed or a legally required additional delivery period has expired.

We will handle such requests in accordance with applicable statutory requirements.

In certain circumstances, we may be unable to fulfil an order.

• Product unavailability
• Payment authorisation failure
• Incorrect pricing or product information, where cancellation is legally permitted
• Delivery restrictions identified before fulfilment
• Suspected fraudulent transactions requiring verification
• Other circumstances that prevent lawful fulfilment

If we are unable to fulfil an order, we will notify you and explain the available options.

Where cancellation is appropriate, we will issue any refund due in accordance with applicable law.

We will not retain payment for goods that we cannot supply where a refund is legally required.

If you have already received your order and wish to cancel, you may need to return the goods.

For statutory cancellations, goods must generally be sent back within 14 days after notifying us of cancellation, unless we agree to collect them.

Under our voluntary return policy, eligible products may be returned within 30 calendar days of delivery.

• Free prepaid return label included in the package
• Returns by post or an appropriate arranged carrier
• No restocking fees
• Exchanges accepted
• Refund processing target of 10 days, subject to statutory requirements

Please review our Returns & Refunds Policy for further details.

We may update this Order Cancellation Policy to reflect changes in our business operations, customer service procedures, or applicable legal requirements.

Any revisions will be published on this page with an updated effective date.

Changes will not retrospectively remove statutory rights or contractual commitments applicable to orders already placed.

If you need help cancelling an order or have questions about refunds, please contact us.

Operated by THE HANDLE FACTORY LTD

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

We aim to handle cancellation requests promptly and provide clear information throughout the process.

The Handle Factory — Order Cancellation Policy