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Refund Policy

Last updated: 01/12/2025

At STS Gates, all of our gates, railings, and fencing products are custom-made to your measurements and specifications. Because of this, our refund and returns policy differs from businesses selling standard, off-the-shelf items. 

 

1. Bespoke Products – No Standard Refunds 

Under UK consumer law, bespoke/custom-made items are exempt from the standard 14-day cooling-off period. 

Therefore: 

  • We do not offer refunds on bespoke products once production has begun. 

  • Orders cannot be cancelled after the deposit is paid and work has started. 

 

2. Deposits 

  • A 30% deposit is required to place an order. 

  • Deposits are non-refundable after 14 days, unless production has already started — in which case they are non-refundable immediately. 

 

3. Refunds Due to Faults or Errors 

You may receive a refund or replacement only if: 

  • The item is defective, 

  • A manufacturing error has been made by STS Gates, or 

  • We fail to provide the product agreed in the contract. 

Reporting Issues 

  • Delivery damage must be reported within 48 hours with photos. 

  • Manufacturing defects must be reported within 7 days of delivery or installation. 

We may request photographic evidence or an inspection. 

 

4. Non-Returnable Items 

The following cannot be returned or refunded: 

  • Custom-made gates, fencing, railings 

  • Products made to incorrect measurements supplied by the customer 

  • Products damaged after delivery 

  • Products damaged by incorrect installation (if not installed by STS Gates) 

  • Letterboxes (no warranty and non-returnable unless faulty at delivery) 

 

5. Refund Method 

If a refund is approved: 

  • It will be issued to the original payment method 

  • Refunds typically take 3–10 working days to process 

  • Only the affected product will be refunded — not installation costs unless the installation itself was faulty 

 

6. Installation-Related Issues 

If STS Gates (or our subcontractor) carried out the installation, we will correct workmanship issues at no charge. 

If the customer used their own installer: 

  • We cannot refund or replace items damaged or fitted incorrectly by others 

  • Any errors caused by third-party installation are not eligible for refund 

 

7. Contact Us 

For any questions about refunds or returns, please contact: 

Email: sales@stsgates.net 

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