Refund policy

1. Overview

As bespoke goods are manufactured specifically to your requirements, we are unable to accept returns or offer refunds unless the goods are faulty, not as described, or fail to meet the agreed specifications. Please read the following policy carefully to ensure you are fully informed of your rights when purchasing bespoke items from us.

2. Cancellation Rights

Under UK consumer law, you do not have a general right to cancel or return bespoke items once an order has been placed and the production of your goods has begun. However, you do have the right to cancel your order before production starts.

If you wish to cancel your order before we begin manufacturing your order, please contact us immediately. If production has not yet started, you will receive a full refund. Once production has begun, the order is non-refundable and cannot be cancelled, as the goods are custom-made to your specifications.

3. Incorrect, Faulty or Damaged Goods

If the bespoke goods you receive are damaged, faulty, or do not meet the specifications agreed upon in the order, we will arrange for a return, repair or replacement at no extra cost to you. To initiate this process, please contact us providing photographs and details of the issue. If the damage and/or fault is confirmed, we will either:

• Repair or replace the goods.
• Offer a full or partial refund if the item cannot be repaired or replaced.

4. Return Process for Faulty or Damaged Goods

• Contact us within 14 days of receipt of the item to report the fault or issue.
• Any damage must be reported within 24 hours of receipt of the item. Reports made after this period cannot be attributed to NOW Aluminium Ltd, as we are unable to verify that the damage occurred during transit or prior to delivery.
• Provide clear details and photographs of the damage or fault.
• If a return is necessary, we will arrange for collection or provide instructions for sending the item back to us providing the item has not been installed.
• Upon receipt of the returned item, we will assess the damage and/or fault and notify you of the outcome.

5. Exemptions

Due to the nature of bespoke items, we cannot accept returns or exchanges for reasons such as change of mind or incorrectly ordered details, unless agreed otherwise in writing at the time of the order. Bespoke products are non-returnable unless faulty.

6. Liability

Whilst NOW Aluminium Ltd will repair or replace products that are confirmed to be faulty, our liability is strictly limited to the value of the goods supplied. We are not liable for any consequential, indirect, or incidental costs or losses arising from the fault, including (but not limited to) expenses relating to removal, re-installation, or re-fitting of the products.

7. Contact Us

If you have any questions regarding our returns policy or need assistance with an order, please don’t hesitate to contact us at:

NOW Aluminium Ltd
sales@nowaluminium.co.uk
0800 567 7276
Alpha Place, Garth Road, Morden, SM4 4TQ

8. Legal Rights

This policy does not affect your statutory rights under UK law. For further details, please refer to the Consumer Rights Act 2015, which provides you with protections regarding faulty goods and the right to a refund, repair, or replacement.