Refund policy

1. Refund Policy:

1.1 Bespoke Product Exclusion:

  • Bespoke Products aren't eligible for the 14-day cooling-off period. Cancellation after receipt is possible only for faulty goods.

1.2 Non-Delivery Entitlement:

  • Failure to deliver within 30 days of the agreed date entitles you to a full refund under the Consumer Rights Act 2015, Section 28.

2. Handling Faulty, Damaged, or Incorrect Goods:

2.1 Quality Standards:

  • Products must meet quality standards and match descriptions. Faulty, damaged, or incorrect Products are subject to refund, repair, or replacement.

2.2 Right to Reject:

  • You have a 30-day right to reject non-conforming Products and receive a full refund.

2.3 Timely Repairs or Replacements:

  • Repairs or replacements will be carried out within a reasonable time and at no significant inconvenience to you.

2.4 Refund Processing:

  • Refunds will be issued within 14 days of agreement, including delivery fees.

2.5 Original Payment Method:

  • Refunds will be processed using the original payment method.

2.6 Consumer Rights Information:

  • For further consumer rights information, contact your local Citizens’ Advice Bureau.


    3. Complaints Policy
    3.1 Commitment to Customer Care
    We aim to deliver high-quality products and services. If you feel we have fallen short of these standards, you have the right to raise a complaint so that we can address and resolve the issue promptly.


    3.2 How to Make a Complaint
    To submit a complaint, please contact us using the following details:

    • Your name

    • Order number / installation reference

    • Property address (if relevant)

    • A clear description of the issue

     

    • Email: info@steelbydesign.co.uk

    • Address: 20 Wenlock Road, London, ENG, N1 7GU, United Kingdom

    • Information required:

  • We will acknowledge receipt of your complaint within 5 working days.
    3.3 Investigation & Response Times
    We will conduct a full investigation and provide a written response within 15 working days. If we require additional time—for example, to arrange an inspection—we will notify you and provide an estimated timeframe for resolution.
    3.4 Inspection and Remedial Action
    Where appropriate, we may request photographs or arrange an on-site inspection.
    If your complaint is upheld, we will outline any corrective actions to be taken, which may include repair, replacement, or refund depending on the circumstances.
    3.5 If You Remain Dissatisfied
    If you are dissatisfied with our final response, you may request further review internally, or you may consider using an Alternative Dispute Resolution (ADR) provider as outlined in Section 16.


    4. Escalation to FENSA (Where Applicable)
    If your installation was completed by a FENSA-approved installer, and your complaint relates to Building Regulations compliance, you may escalate the matter to FENSA after completing our internal complaints procedure.
    4.1 When FENSA Can Assist
    FENSA may assist if:

     

    • The installation was carried out by a FENSA-registered installer.

    • The work relates to replacement windows or doors in a domestic dwelling.

    • The installer is still trading.

    • The installation took place within the last six years.

  • 4.2 When FENSA Cannot Assist
    FENSA cannot intervene in:

    • Contractual disputes

    • Claims for refunds or compensation

    • Product quality issues unrelated to Building Regulations

    • Installations not carried out by FENSA-approved installers

  • 4.3 How to Contact FENSA
    You may contact FENSA at:
    Email: complaints@fensa.org.uk
    Include your FENSA certificate number (if applicable), installer details, and a summary of the issue.


    5. Alternative Dispute Resolution (ADR)
    In accordance with the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we are required to inform you of ADR options available should you remain dissatisfied after completing our internal complaints procedure
    The most relevant ADR provider for our industry is:
    Dispute Resolution Ombudsman
    Website: https://www.disputeresolutionombudsman.org/
    At present, we are not subscribed to any ADR scheme and are not obliged to participate in ADR proceedings. However, you may independently contact the above ADR provider for information regarding your rights.
    If we join an ADR scheme in the future, this policy will be updated to reflect that change.