Refund policy
1. Bespoke Products – No Standard Returns
1.1 No Change of Mind Returns
All Crown Gates products are custom made. Returns are not accepted unless:
- The product has been manufactured incorrectly (wrong size, wrong colour), or
- The product arrives damaged beyond repair
Change of mind returns are not permitted under UK consumer law for bespoke goods.
2. Reporting Issues
2.1 Reporting Timeframes
Please report any issues within the following timeframes:
- 2 working days for transit damage
- 14 days for specification errors (size, style, material)
2.2 Installed Goods
If the gates are installed before reporting an issue, Crown Gates is not obligated to repair, replace or accept a return.
3. When a Return Is Accepted
A return will only be accepted if:
- Crown Gates confirms a manufacturing error, or
- The product is damaged in transit beyond repair and reported correctly
If approved, Crown Gates will:
- Arrange collection of the goods
- Repair, replace, or remake the product as appropriate
Refunds are only issued if repair or replacement is not possible.
4. Condition of Returned Goods
If a return is approved:
- Goods must be unused, uninstalled, and in the same condition as delivered
- Any installation, modification, or alteration voids the right to return
5. Automation Products
Automation systems are covered by the manufacturer’s warranty. Returns for automation components follow the manufacturer’s terms, which typically cover replacement parts only, not labour or installation costs.
6. How to Request a Return
To report an issue or request a return, please contact:
Crown Gates – Customer Support
Please include:
- Order number
- Photos of the issue
- Description of the problem
- Date of delivery