Refund policy
Returns & Refunds Policy
Last updated: 20 October 2026
At G.S Chandler Joinery, we want you to feel confident when ordering from our online shop. This policy explains how returns, refunds and faulty or damaged items are handled for products purchased through our website.
1. Returns for Stocked Products
You can request a return for eligible stocked products, including hardware, wood-care products, fitted furniture accessories and window-dressing hardware, within 30 days of delivery, subject to the conditions below.
To be eligible for a change-of-mind return, items should be unused, in their original packaging where reasonably possible, and in a resalable condition.
If an item has been used, damaged after delivery or returned incomplete, we may need to assess whether a deduction is permitted by applicable law.
Your statutory consumer rights remain unaffected. For many online purchases, you have a legal right to cancel within 14 days of receiving your goods, even if our additional 30-day return period has different conditions.
2. How to Request a Return
To start a return:
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Email info@gschandlerjoinery.co.uk with your order number and the item you wish to return.
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Tell us whether the item is being returned because you have changed your mind or because there is a problem with it.
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Wait for our reply with the return instructions and the appropriate return address.
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Package the item securely and follow the instructions provided.
Please contact us before sending an item back so we can ensure it reaches the correct address.
3. Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs unless we have agreed otherwise or applicable law requires us to cover them.
If an item arrives damaged, is faulty, is incorrect or does not conform to its description, please contact us. We will explain the appropriate resolution and cover reasonable return costs where we are responsible or where applicable law requires it.
4. Refunds
Once we receive and inspect your returned item, we will notify you if any further information is needed.
Approved refunds will be issued to your original payment method within 5–10 working days after the return has been received and approved. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Where you exercise a statutory cancellation right, we will process your refund within the timeframe required by applicable law. Any permitted deductions or delivery-cost adjustments will be handled in accordance with applicable consumer law.
5. Faulty, Damaged or Incorrect Items
If your order arrives damaged, is faulty or differs from what you ordered, please email info@gschandlerjoinery.co.uk with your order number and a description of the issue. Photographs can help us assess the problem more quickly.
We will review the issue and arrange an appropriate remedy, which may include a repair, replacement or refund, depending on the circumstances and your legal rights.
You will not be charged return costs where we are responsible for the problem or where applicable law requires us to cover those costs.
6. Bespoke and Made-to-Measure Joinery
Bespoke furniture, timber windows, doors and other made-to-measure joinery are produced to the specifications agreed for an individual project.
The usual change-of-mind cancellation rights for standard online goods may not apply to goods made to a consumer's specifications or clearly personalised goods. Whether an exception applies depends on the circumstances and applicable law.
Before bespoke work begins, we will confirm the agreed specifications, price, payment arrangements and applicable cancellation terms in writing.
Nothing in this policy limits your rights if bespoke work is faulty, does not conform to the agreed specification or otherwise fails to meet our legal obligations.
7. Contact Us
If you have questions about a return, refund or order, please contact us:
G.S Chandler Joinery
Email: info@gschandlerjoinery.co.uk
Telephone: +44 1403 820995
Address:
Unit 3, Crawfold Business Park
Balls Cross, Petworth
GU28 9JT
United Kingdom
We will review your enquiry and explain the next steps as clearly as possible.
This policy does not affect any statutory rights you may have under applicable consumer law.