Return and Refund Policy

We should be informed of any faulty goods within 3 days and returned to us within 7 days in the original packaging and in the same condition as it was dispatched. We will inspect and replace any faulty item unless it has been incorrectly fitted or physically damaged or misused.

Stock items can be returned within 21 days and will be credited in full but some selected items may incur a re-stocking charge dependant on our supplier. If you are concerned this may be a problem please contact us for clarification.

All returned goods should be sent via an insured recorded delivery service, as we cannot take responsibility for loss or damage in the return delivery.

Prior to return please obtain a returns note online. If you need any assistance please do not hesitate to contact us.

Goods must be returned at your cost, within 14 days of authorisation and clearly marked with the authorisation number supplied.

Please remember that we are unable to accept liability for packages damaged during transit.

Unfortunately we are unable to credit any carriage charges incurred.

We will wherever possible assist you by taking back any goods providing they are received back in good resalable condition and meet the following returns criteria and that they are not Special Order items.

• Goods must have been supplied by us during the last 10 days.
• The value of the goods which you wish to return to us must be £50.00 or over in value.
• Goods must be returned at your cost, within 14 days of authorisation and clearly marked with the Authorisation Number supplied by Customer Service.
• A 25% handling charge will apply and be deducted from the credit. Please remember that we are unable to accept liability for packages damaged during transit.

Credit can only be issued for goods returned as authorised in good resaleable condition less the agreed 25% handling charge

If you wish to cancel your order you must contact us before we dispatch the goods and a cancellation charge of 25% of the order value may apply. Your refund will be sent to you within 30 days of cancellation.

Our failure to deliver by the specified time is not grounds for cancellation without penalty.

If for any reason we are not able to supply a particular item or it has been discontinued, we will contact you as soon as possible and give a full refund on that item.

We respect your privacy and confirm that the information you give to us will be held securely and in accordance with the Data Protection Act 1998.

Your details will not be passed on to other companies and we will not send spam, however unless informed otherwise we may send you a newsletter from time to time. For more information on data security read our online privacy policy.

If you have any queries regarding our trading terms please contact us.

Should you have a complaint about any product purchased from Ironmongery Experts, or about our web site please contact us by email, post or in person to:

Email: [email protected] 

Federal Direct
470 Avenue West
Great Notley
Essex
CM77 7AA
United Kingdom

We will review and acknowledge your complaint by email or letter within five working days. We aim to resolve all complaints within 14 days of receipt; you will receive a full reply by email or letter. If your complaint takes longer than expected to resolve we will keep you informed of our progress as we investigate the relevant issues.