We understand that sometimes you may need to return or exchange a product. To ensure we can support any request for a return or exchange, customers should follow the procedures outlined below.

If you would like to return an item, please email us quoting your name, order number, and details of the product received. This allows us to review your request and, where possible, resolve any issues without the need for a return.

When returning your item, please include a short note within your parcel containing your name, order number, and whether you would prefer a refund or an exchange. Please package your returned item carefully and clearly label the parcel with the following
returns address:

Unit 5B GK Davies Trading Estate
Hayes Lane
Stourbridge
DY9 8QX

Once your parcel is ready, please take it to your local Post Office or chosen courier service.
Returned items remain the customer's responsibility until they reach us. For your protection, we recommend using a tracked delivery service such as Royal Mail Tracked or Recorded Delivery.
Customers are responsible for the cost of returning unwanted items unless the item is faulty, damaged, or supplied incorrectly.

As soon as we receive your returned item, we will arrange the refund or exchange and notify
you by email.

We aim to process refunds within 3 working days of receiving your returned item.

Once the refund has been processed, you will receive an email confirmation. Please allow a further 3–5 working days for the refund to appear in your account, depending on your bank or card provider.
Original delivery charges are non-refundable unless the item is faulty or supplied in error.

If the item you received is damaged, faulty, or incorrect, please accept our sincere apologies for the inconvenience.

Please email us quoting your name, order number, details of the issue, and photographs where possible.

We will review the information and advise on the quickest way to resolve the matter.

If you would like to exchange an item, please email us quoting your name, order number, details of the product received, and the reason for the exchange request.

We will then advise on the next steps and availability of replacement products.

If a discount code or promotional voucher was applied to your original order, any refund issued will be adjusted to reflect the revised order value and applicable discount level.

For all returns, refunds, and exchangeenquiries, please contact:

Email: service@edhdoorhardware.com