Returns & Refunds
We want you to be confident when ordering from DIY Balustrades. Please read the information below carefully before placing your order, especially where made to measure and made to order products are concerned.
Made to Order & Made to Measure Products
Many of our products, including glass panels and custom balustrade items, are made to order or produced to your required sizes and specifications.
Because of this, made to order and made to measure items are generally non-returnable and non-refundable unless they are faulty, damaged or supplied incorrectly.
Standard Stock Items
Standard stock items may be accepted for return subject to approval.
- Items must be unused and in their original condition
- Items must be returned in original packaging where possible
- Return requests must be made within 14 days of delivery
- Return delivery costs are the responsibility of the customer unless the item is faulty or incorrect
Any return must be agreed with us before goods are sent back.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it is delivered.
- Any damage, faults or shortages should be reported as soon as possible
- Please provide clear photographs where relevant
- Do not install damaged or incorrect items before contacting us
If an item is confirmed to be faulty, damaged in transit or supplied incorrectly, we will work with you to resolve the issue as quickly as possible.
Refunds
Where a refund is approved, it will be processed back to the original payment method.
Refunds will only be issued once returned goods have been received and inspected, unless otherwise agreed.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders for standard stock items may be cancelled before dispatch. Orders for made to order or made to measure goods may not be cancellable once production has started.
Need Help?
If you have any questions about returns, refunds or your order, please contact our team before purchasing and we will be happy to help.