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.

Return Address

All approved returns must be sent to the following address. Please do not send any goods back without contacting us first and receiving written confirmation that the return has been approved.

Contact Us About a Return

Before sending any item back, please get in touch with our team. We aim to respond to all enquiries within one working day.