Returns & Refunds Policy

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

We accept eligible returns within 30 calendar days from the date your order is delivered.

• Products returned because you have changed your mind
• Products that do not meet your expectations
• Products received in error
• Damaged products
• Defective or faulty products
• Products that are not as described

Both defective and non-defective products are eligible for returns, subject to the conditions below and applicable UK consumer law.

To request a return, please contact us within the applicable return period.

Please include your order number and the reason for your return.

Your statutory consumer rights remain unaffected by this voluntary 30-day return policy.

For standard returns of non-defective products, the following conditions apply:

• The return must be requested within 30 calendar days of delivery.
• The product must be in new condition.
• The product should be unused and uninstalled.
• All supplied accessories, manuals, and components should be included.
• The original packaging should be retained and used where reasonably possible.
• Proof of purchase or an order number must be provided.

These conditions apply to our voluntary return policy and do not override statutory cancellation rights or remedies for faulty, damaged, or misdescribed goods.

Where UK consumer law permits you to inspect goods, opening packaging or handling a product to establish its nature, characteristics, or functioning does not automatically remove your statutory cancellation rights.

However, deductions may be permitted where handling exceeds what is reasonably necessary, as provided by law.

We aim to make our returns process straightforward.

Email info@thehandlefactory.uk with the following details:

• Full name
• Order number
• Email address used at checkout
• Product name
• Reason for return
• Photographs, if relevant to a damage or defect claim

Our customer support team will review your request and provide the appropriate return instructions.

Securely package the product, including all relevant accessories and components.

Use the free prepaid return label included in your package.

Return the product using the designated postal or courier service specified in the return instructions.

Please retain proof of postage and any tracking details.

Once the return has been received and assessed where appropriate, we will process the applicable refund or exchange.

Customers should follow the return instructions provided by our support team.

Please do not send products to our registered business address unless our team has specifically confirmed that it is the correct return destination.

Some large or heavy products may require an arranged courier collection rather than a standard parcel drop-off.

Contact us before returning heavy equipment so that suitable transport arrangements can be confirmed.

We provide FREE return shipping for eligible returns within the United Kingdom.

• Return Method: By post
• Return Label: Prepaid return label included in the package
• Return Label Cost: £0.00
• Standard Return Shipping Fee: £0.00
• Restocking Fee: £0.00

If your prepaid return label is missing, damaged, or unsuitable for your product, please contact us at info@thehandlefactory.uk.

We will provide an appropriate return shipping arrangement at no additional standard return shipping cost.

We do not charge restocking fees.

Customers are not required to pay a restocking fee when returning an eligible product.

This applies to both defective and non-defective returns.

Any lawful deduction for excessive handling under statutory cancellation rules is separate from a restocking fee and will only be applied where permitted by law.

Our standard refund processing timeframe is:

Within 10 days

Once your returned product has been received, we aim to assess the return and process any refund due within 10 calendar days.

Refunds will generally be issued to the original payment method used during checkout.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

For statutory cancellations, we will comply with the applicable UK refund deadlines, including the requirement to refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, where applicable.

Where goods have not yet been delivered, different statutory refund timing rules may apply.

We will not delay a statutory refund beyond the period permitted by law.

For an eligible return, the refund will generally include the amount paid for the returned product.

As we offer free standard shipping throughout the United Kingdom, there is normally no standard outbound shipping charge to refund.

Where required by applicable law, any qualifying original delivery charges will also be refunded.

Refunds may be adjusted only where permitted by law, including for any legally allowable reduction in value resulting from excessive handling.

We do not impose administrative or restocking fees for eligible returns.

If you change your mind or decide that a product is not suitable for your needs, you may request a return within 30 calendar days of delivery.

Under our voluntary return policy, the product should be:

• In new condition
• Unused
• Uninstalled
• Complete with supplied accessories and components

Return shipping is free, and no restocking fee applies.

Your statutory cancellation rights remain available independently of these voluntary conditions.

If you receive a damaged, defective, or incorrect product, please contact us promptly.

Include your order number, a description of the problem, and photographs where available.

We will investigate the issue and provide an appropriate remedy.

Depending on the circumstances and your statutory rights, remedies may include:

• Repair
• Replacement
• Exchange
• Full or partial refund

We will cover reasonable return costs where required by law, and our standard return shipping arrangements are free.

Important: Under the UK Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods for a refund, subject to statutory conditions. Additional rights to repair, replacement, price reduction, or rejection may apply beyond that period.

Our voluntary 30-day return window does not limit those rights.

We accept exchanges for eligible products.

You may request an exchange if:

• You received an incorrect product.
• Your product is damaged or defective.
• You wish to exchange an eligible product for another available item.

To request an exchange, contact info@thehandlefactory.uk with your order number and the details of the requested replacement.

Exchanges are subject to the availability of the requested product.

If the replacement product is unavailable, we will discuss alternative options, including a refund where applicable.

No standard return shipping or restocking fees apply to eligible exchanges.

Any difference in product price will be communicated before an exchange is completed.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing most goods online generally have a statutory right to cancel within 14 days after receiving the goods, subject to applicable exceptions.

To exercise this right, you must clearly inform us of your decision to cancel within the statutory cancellation period.

You may contact us by email:

info@thehandlefactory.uk

After notifying us of cancellation, you generally have a further 14 days to send the goods back.

We provide free return shipping under our stated returns arrangements.

Where applicable, refunds will be made in accordance with statutory requirements.

Our voluntary 30-day return policy provides additional return options and does not replace or restrict statutory cancellation rights.

Certain products sold by The Handle Factory may be large, heavy, or require specialist handling.

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

If you wish to return a large or heavy product, please contact our support team before arranging transportation.

We will provide appropriate instructions and help arrange a suitable return method.

Eligible returns remain subject to our free return shipping policy.

Please do not attempt to dismantle, disconnect, or transport equipment in an unsafe manner.

Gas, electrical, and other safety-critical installations should only be disconnected by appropriately qualified professionals where required.

Any installation or removal services are separate from our standard product return arrangements unless otherwise agreed or required by law.

Under our voluntary 30-day return policy, non-defective products must generally be returned in new, unused, and uninstalled condition.

If a product has been installed or used, please contact our customer support team before returning it.

Statutory rights may still apply, including where:

• The product is faulty.
• The product is not as described.
• The product does not meet applicable quality requirements.
• The customer has a statutory cancellation right.

We will assess each request in accordance with applicable UK consumer law.

If your order arrives with missing accessories or components, please contact us.

Provide your order number and details of the missing items.

We will review the issue and arrange an appropriate resolution.

If you are returning a product under our voluntary return policy, please include all supplied accessories and components where possible.

Your statutory rights will not be denied solely because original packaging is unavailable.

If your order is cancelled before dispatch, we will process the refund in accordance with the applicable cancellation terms and statutory requirements.

Refunds are generally issued to the original payment method.

If the order has already been dispatched, you may still exercise applicable statutory cancellation rights or request a return under our 30-day policy.

For more information, please review our Order Cancellation Policy.

If you have not received your refund after being notified that it has been processed:

1. Check the account associated with your original payment method.

2. Contact your bank or payment provider to confirm whether the refund is pending.

3. If you still cannot locate the refund, contact info@thehandlefactory.uk.

Please provide your order number and any relevant refund confirmation details.

Our team will investigate the issue.

Our voluntary return window is 30 calendar days from delivery.

If you wish to return a non-defective product after this period, please contact us to discuss your circumstances. We are not obliged to accept a voluntary change-of-mind return outside the stated window.

However, statutory rights relating to faulty, damaged, misdescribed, or non-conforming goods may continue beyond 30 days.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded under UK consumer protection legislation.

If you have questions about returns, exchanges, refunds, or product issues, please contact our customer support team.

Operated by THE HANDLE FACTORY LTD

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

Please contact us before posting any return so we can confirm the appropriate return destination and instructions.

We may update this Returns & Refunds 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 rights or contractual commitments applicable to purchases already made.

The Handle Factory — Returns & Refunds Policy