Cancellation
& Refund Policy.

Which orders does this policy cover?

This policy applies to purchases of ready-made and bespoke ironwork supplied by ALMONDSBURY FORGE LIMITED. The rights and procedures applicable to a particular order depend on the type of product, how the contract was made and the circumstances of the cancellation or return.

Where a customer buys as a consumer, applicable UK consumer legislation may provide cancellation, refund, repair, replacement or other rights. Business purchases may be governed by different contractual terms and legal provisions.

How to cancel an order

To request a cancellation or discuss a return, contact us by email. Please include enough information for us to identify the order and understand your request.

• Your full name and order reference, if available.
• The product or products concerned.
• Whether you are requesting a cancellation, return, refund or reporting a problem.
• A brief explanation of the issue, where relevant.

Email your request to enquiries@almondsburyforge.services. You may also use our Contact page.

If you are exercising a statutory cancellation right, make your intention to cancel clear and ensure that your notice is given within the applicable legal period. Do not assume that submitting a general enquiry is necessarily a cancellation notice.

We will review the order and explain the applicable next steps, including any return arrangements where relevant.

Changing your mind about standard goods

If you are a consumer purchasing eligible standard goods through a distance contract, such as an online order, you will generally have a statutory right to cancel within 14 days after the day you receive the goods. Different rules may apply to contracts made in person or to particular categories of goods.

To exercise an applicable right, notify us within the cancellation period. After notifying us, you will generally have a further 14 days to return the goods, subject to the applicable statutory rules.

Goods may be handled to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would when examining them in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary, where the law permits such a deduction.

If a valid statutory cancellation applies, the refund will be handled in accordance with the relevant legal deadlines. Because our standard delivery is advertised as free within the confirmed delivery area, there may be no standard delivery charge paid by the customer to reimburse.

Bespoke ironwork and personalised orders

Bespoke products may be made according to dimensions, design details, quantities or other requirements agreed with the customer.

Under applicable consumer cancellation legislation, goods made to a consumer’s specifications or clearly personalised are generally excluded from the usual 14-day change-of-mind cancellation right for distance contracts.

This exception depends on the nature of the goods and the actual agreement. It does not mean that every product described as bespoke is automatically exempt, nor does it remove rights relating to faulty or misdescribed goods.

Cancellations before dispatch

If you wish to cancel before the goods have been dispatched, contact us promptly. We will check the order status and explain whether cancellation can be arranged under the contract and applicable law.

For ready-made goods, the practical options may depend on whether the order has already been prepared or handed to the delivery provider. For bespoke goods, work or materials may already have been committed to the agreed specification.

Any charge or deduction must have a lawful and appropriate basis. We will not treat all pre-dispatch cancellations as automatically non-refundable, and we will not treat every bespoke cancellation as subject to the same outcome.

Where a statutory cancellation right applies, it cannot be removed simply because preparation or dispatch has begun. Where an exception applies, the relevant contractual arrangements and legal rights will be considered.

If something is wrong with your order

Please contact us if your goods arrive damaged, are incomplete, differ from the agreed specification or appear to have a fault.

Include your order reference, a description of the problem and photographs where available. Please keep relevant packaging and delivery documents while the issue is being reviewed.

We will assess the information and explain the appropriate next steps. Depending on the circumstances and applicable law, these may include a refund, repair, replacement or another appropriate remedy.

Under the Consumer Rights Act 2015, consumers may have statutory remedies for goods that are not of satisfactory quality, fit for purpose or as described. The applicable remedy depends on the facts and relevant legal time limits.

A bespoke specification does not remove the requirement for goods to meet applicable legal standards and the contract agreed with the customer.

How returns are arranged

Please contact us before sending goods back so that we can identify the order and confirm the appropriate return procedure and destination.

Where a consumer cancels an eligible distance contract, the consumer will generally need to return the goods within 14 days of notifying the trader, unless the trader has offered to collect them or the law requires a different arrangement.

For a change-of-mind return, the customer may be responsible for the direct return cost where this has been properly disclosed before the purchase and the law permits it. If the goods are faulty or the return is required because of our error, the applicable legal rules on return costs and remedies will apply.

Do not send goods to an unconfirmed return address. We will provide instructions appropriate to the order and the circumstances.

When and how refunds are made

Where a refund is due, we will explain the basis of the refund and process it in accordance with the applicable contract and statutory requirements.

Statutory cancellation of eligible distance purchases

For eligible distance sales of goods, the refund is generally due without undue delay and no later than 14 days after the goods are received back or, where permitted, the customer provides evidence that they have been sent back, whichever occurs first. The trader may be entitled to withhold reimbursement until one of those events occurs.

Other refunds

For faulty goods, an agreed refund or another legally required remedy, the applicable statutory deadline will depend on the reason for the refund and the circumstances. Where the law requires a refund within 14 days after entitlement is agreed, we will follow that requirement.

Payment method

Refunds will generally be made using the original payment method, unless a different method is expressly agreed or the law requires otherwise. We will not impose a refund-processing fee where prohibited by law.

The time taken for the funds to appear in your account after processing may depend on your bank or payment provider.

Cases that need individual review

Some situations cannot be resolved by applying one standard cancellation rule. We will review the contract, order status and applicable law where relevant, including:

• Goods made to customer specifications or clearly personalised.
• Orders already in preparation or handed to a delivery provider.
• Requests to change a confirmed bespoke specification.
• Goods reported as damaged, faulty, incomplete or incorrectly supplied.
• Business-to-business purchases or other contracts not covered by consumer cancellation rights.

The outcome will depend on the applicable legal rights, the contract and the facts of the individual order. This list does not create additional exclusions from statutory rights.