Refund policy

Returns and Cancellations

Your right to cancel — standard size gates

If you have bought a standard size gate from our website, you have the right to cancel your order within 14 days without giving a reason.

The cancellation period ends 14 days after the day on which you (or someone you nominate) receive the goods.

To cancel, tell us clearly before the 14 days are up. Email support@steelandsap.com or call 01793 939601. You can use the model cancellation form below, but you do not have to.

Bespoke and made-to-measure orders

Gates made to your own measurements or specification are exempt from the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This applies to any order placed through our bespoke enquiry process where the gate is built to dimensions you have supplied. We will make this clear in writing before you confirm a bespoke order.

This does not affect your rights if the goods are faulty, not as described, or not fit for purpose.

Returning the goods

If you cancel, you must send the goods back to us within 14 days of telling us you are cancelling.

You are responsible for the cost of returning the goods. Gates are heavy and must be returned on a suitable vehicle. We can arrange collection on your behalf and deduct the cost from your refund — contact us for a quote before arranging your own carrier.

You must take reasonable care of the goods while they are in your possession. If the value of the goods is reduced because you have handled them beyond what is necessary to establish their nature, characteristics and functioning, we may deduct that reduction from your refund. Installing, treating, painting, cutting or altering a gate goes beyond this.

Refunds

We will refund the price you paid for the goods, plus the standard delivery cost, within 14 days of receiving the goods back — or, if earlier, within 14 days of you providing evidence that you have returned them.

Refunds are made to the original payment method.

Faulty or damaged goods

Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in this policy.

If a gate is faulty, not as described, or not fit for purpose:

Within 30 days of delivery you have the right to reject the goods and receive a full refund
After 30 days we will repair or replace the goods. If repair or replacement is not possible or does not resolve the problem, you may be entitled to a price reduction or a refund

We pay the cost of return for faulty goods.

Damage in transit

Please inspect your delivery on arrival. If a gate arrives damaged, let us know as soon as possible and send photographs to support@steelandsap.com. Telling us quickly helps us resolve it faster and support any claim with the carrier, but it does not affect your legal rights.

Natural characteristics of timber

Timber is a natural material. Variation in grain, colour and knot pattern between gates is normal and is not a defect.

Timber also moves with changes in temperature and humidity. Small surface checks, minor warping and seasonal movement are characteristics of solid timber, not faults. We will always tell you honestly whether something is normal movement or a genuine defect.