Returns & Refunds Policy

Architectural Hardware products sold through the Samuel Heath website are made to order and therefore non-returnable, unless confirmed as faulty. This Returns Policy does not affect your statutory rights.

Faulty Returns

In the unlikely event that your product arrives faulty, please email [email protected] with:

• Your order number
• A detailed description of the fault
• Photographic evidence, where applicable

Once approved, a Returns Merchandise Authorisation (RMA) will be issued. We are happy to offer a full refund or replacement for faulty products and can arrange collection where necessary.

Conditions for Faulty Returns:

• Prior authorisation is required and returned goods must have a RGA number.
• Item(s) must be returned in original packaging with proof of purchase
• Item(s) must be returned within 28 days of receipt
• Item(s) must be securely packaged to avoid damage in transit

All products are covered by a 10 year warranty against manufacturing defects, we offer a 12 month warranty on serviceable parts. This warranty does not cover damage caused by incorrect installation, misuse, or normal wear and tear (see our Warranty).

Damaged on Arrival

Please inspect your delivery upon receipt. If the product is visibly damaged on arrival:

• You must notify us within 48 hours of delivery
• Include photos and your order number in your email to [email protected]

Return Address

Unless a collection has been arranged, returns should be sent to:

RETURNS
Samuel Heath
100 Leopold Street
Birmingham
B12 0UJ
United Kingdom

Important Information

1. Returning goods and associated costs are the responsibility of the sender until received by Samuel Heath. We recommend using a tracked and signed delivery service and keeping proof of postage.
2. Samuel Heath is happy to arrange collection for faulty items. Delivery charges are refundable for faulty items only.
3. All items must have prior authorisation with a RMA number and be properly packaged for return. We may reject or reduce refunds for items damaged in transit due to poor packaging.
4. Samuel Heath reserves the right to reject returns that are not deemed faulty or not in resaleable condition. In such cases, we will contact you to discuss next steps.
5. Once your return has been received and inspected, we will notify you of the outcome within 5 business days.
6. In some cases, an administration fee may apply.

Refunds:

Once we receive your returned item(s) and verify that they meet the return eligibility criteria, we will process your refund.

1. Original Payment Method: We will issue a refund to the original payment method used for the purchase.
2. Processing Time: Please allow 5 business days for your refund to be processed.

Please note:

1. Shipping costs are non-refundable unless the return is due to our error.
2. For damaged or defective items, please contact our customer support team immediately. We will provide a replacement or refund.
3. If you have any questions or require further assistance, please contact our customer support team.

Samuel Heath is a trading name of Samuel Heath & Sons plc
Registered in England: Company No. 31942
Registered Office: 100 Leopold Street, Birmingham, England. B12 0UJ