Refund & Returns Policy

This policy summarises the cancellation and returns provisions of our full Terms & Conditions (sterlinggridsecurity.co.uk/pages/sgs-terms-conditions), which govern. Nothing here affects your statutory rights under the Consumer Rights Act 2015.

Bespoke and made-to-measure products. Products made to your specification or clearly personalised — including made-to-measure shutters, kitchen doors and panels cut or machined to your stated dimensions (including doors with hinge holes drilled to your specification), and pergolas manufactured to your stated dimensions — are exempt from the statutory 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts Regulations 2013. We offer a voluntary 24-hour window from payment during which you may amend or cancel your order free of charge; after that window, manufacture begins and the order cannot be cancelled. This is stated on the relevant product pages and at the point of order.

Standard products. For products that are not made to your specification (for example handles, hardware and standard accessories), you have the right to cancel within 14 days of the day you receive the goods, without giving a reason. To cancel, contact the brand support address on your order confirmation or use the model cancellation form at sterlinggridsecurity.co.uk/pages/cancellation-form. If you cancel, we will refund all sums paid, including any deposit and standard delivery charges, within 14 days of receiving the goods back or receiving evidence that you have returned them. You are responsible for the direct cost of returning the goods to our designated UK return point. We may reduce your refund to reflect any loss in value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Services (Plan Pros). You have the right to cancel a service order within 14 days of purchase. If you ask us to begin work within that period (which you do at checkout), and you then cancel before the service is fully performed, you will pay a proportionate amount for the work already done and we will refund the balance. Once the service has been fully performed, the right to cancel is lost. Orders may be amended free of charge within 24 hours of purchase.

Damage, shortages and faults. Any visible transit or collection damage, shortage or fault must be reported within 48 hours of delivery or collection, with photographs, and before installation. This applies only to visible issues and does not affect your rights in respect of defects which could not reasonably have been discovered on inspection. Where goods are faulty, your statutory rights under the Consumer Rights Act 2015 apply in full; our voluntary product guarantees are set out in Module E of the Terms & Conditions.

Questions or claims: contact the brand support address shown on your order confirmation, quoting your order number.