// returns & refunds
Returns & refunds.
Your return depends on whether you bought as a consumer or on a trade account. Consumers get a 14-day right to change their mind; trade returns are at our discretion. Faulty goods are always put right — whoever you are.
Consumers (non-business)
If you're buying as a consumer, you have 14 days from delivery to cancel under the Consumer Contracts Regulations 2013, and a further 14 days to send the goods back. You may examine an item as you would in a shop — you don't have to leave it sealed to cancel; we only reduce a refund where handling beyond that has reduced the item's value.
We'll refund the goods plus the standard outbound delivery charge. You pay the return postage. Refunds go back to your original payment method once the goods are back and checked.
The 14-day right does not apply to made-to-order, special-order or cut-to-length items, gas cylinders, or used/opened consumables and worn PPE (see below).
Trade & account customers
Business and account orders have no statutory cooling-off period. We may still accept a return at our discretion under these terms — just get in touch and we'll let you know.
Where we agree a trade return, you pay the return carriage and the original delivery charge is not refunded. Goods must be unused, resaleable and in their original packaging.
Faulty or wrong goods
If anything arrives faulty, damaged or not as described, we'll put it right with a repair, replacement or full refund including delivery — for consumers and trade alike. Consumers also have a 30-day right to reject faulty goods under the Consumer Rights Act 2015.
Picked the wrong product? That's on us — we'll arrange collection and send the correct item or refund in full, including carriage.
What we can't take back
For safety and hygiene reasons we can't accept returns of used consumables, opened abrasives, gas cylinders, or PPE that has been worn or had its seal broken — unless the item is faulty.
Special-order, made-to-order and cut-to-length items are non-returnable once we've committed them; we'll always flag this before you order.
How to start: contact us with your order reference and the items, and we'll issue a returns number and the address. Please don't send anything back without one.
Cancelling — the model cancellation form
You don't have to use a special form to cancel — a clear email or phone call is enough. But if you'd like to use the standard wording, you may copy and complete the form below and send it to us. To: Hurstbourne Forge Ltd, Unit 4 Brunel Gate, West Portway, Andover SP10 3SL — [email protected].
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
— Ordered on / received on: ____________________
— Order number: ____________________
— Name of consumer(s): ____________________
— Address of consumer(s): ____________________
— Date: ____________________
Need a hand?
Not sure if something can come back, or which part you actually need? Ask before you order — we're happy to help.