Returns Policy

Last updated: 12th April 2026

At Aluminium Gates UK, every order is handled with care and built to meet the requirements of your project. This policy explains when items can be returned, how to report a problem, and what happens next.

Because many of our products are made to measure, returns are handled differently from standard off-the-shelf items. Please read the sections below carefully before ordering.

1. Overview

This Returns Policy applies to orders placed through www.aluminium-gates.co.uk and covers:

  • made-to-measure aluminium gates
  • standard-size gates
  • gate accessories and hardware
  • any other products listed on our website

Your statutory rights are not affected.

2. Made-to-Measure Products

Most of our aluminium gates are made to measure and produced specifically to the sizes and specifications approved at the time of order.

Because these products are custom-made:

  • they cannot usually be returned if you change your mind
  • they cannot usually be returned if incorrect sizes were provided at the time of order
  • they may be eligible for repair, replacement or refund if they arrive damaged, faulty, or not as ordered

This is why accurate measuring and order checking are essential before production begins.

Please check your drawing carefully prior to manufacture.

3. Standard Items and Accessories

Standard, non-custom items may be returned within 28 days of delivery, subject to the conditions below.

To qualify for return, items must be:

  • unused
  • in original condition
  • complete
  • in original packaging where possible

We reserve the right to reduce any refund if an item shows signs of use, damage, installation, or handling beyond what is reasonably necessary.

4. Items That Cannot Be Returned

The following items are usually non-returnable unless faulty, damaged, or supplied incorrectly:

  • made-to-measure gates
  • custom powder-coated or special finish items
  • bespoke fabricated components
  • products made to customer drawings or non-standard specifications
  • items damaged after delivery due to storage, handling, installation, misuse, or modification

Add or remove exclusions here to match your actual product range.

5. Check Your Order on Delivery

Please inspect your delivery as soon as it arrives.

Check for:

  • visible damage to packaging
  • transit damage to the product
  • missing parts
  • incorrect sizes, finish, swing direction, or specification
  • any other obvious issue

If there is a problem, contact us within 12 hours of delivery at contact@aluminium-gates.co.uk or 0141 471 4111.

Where possible, include:

  • your order number
  • clear photos of the product and packaging
  • a brief description of the issue

Prompt reporting helps us resolve problems quickly.

Please ensure to mark your delivery as DAMAGED or PACKAGING DAMAGED before accepting delivery. If you do not highlight this at the point of delivery (especially if using our pallet network/courier service) it may be more difficult to make a claim for damage during transit.

We carefully package and protect all our products before leaving our factory.

6. Damaged, Faulty or Incorrect Items

If your item arrives damaged, develops a manufacturing fault, or is not what you ordered, please contact us as soon as possible.

Once we have reviewed the issue, we may offer one of the following:

  • replacement
  • repair
  • parts supply
  • collection and inspection
  • full or partial refund, where appropriate

We may ask for photos, measurements, batch labels, and installation details before confirming the next step.

No work should be carried out on the product without our approval, as this may affect the outcome of your claim.

7. Incorrect Measurements Supplied by the Customer

We manufacture gates to the sizes and specifications confirmed on your order.

If the measurements, configuration, or site details supplied by the customer are incorrect, we cannot usually accept a return or offer a refund for a made-to-measure product.

Please make sure all dimensions, hinge positions, opening direction, fixing details, and access requirements are checked carefully before placing your order.

If you are unsure, contact us before ordering.

8. How to Request a Return

To request a return, please contact us at:

Email: contact@aluminium-gates.co.uk
Phone: 0141 471 4111
Address: Unit 1, Blantyre Industrial Estate, Block 17 South Ave, Blantyre, Glasgow G72 0XB

Please include:

  • your name
  • order number
  • product details
  • reason for return
  • photos where relevant

Do not return any goods without written confirmation from us.

If your return is approved, we will explain the next steps, including packaging, collection, or return address details.

9. Return Timeframes

  • Change-of-mind return request for standard items: within 28 of delivery
  • Damage in transit: within 3 working days of delivery
  • Missing items: within 3 working days of delivery

Claims made outside these periods may be harder to assess.

10. Return Costs

If the item is faulty, damaged in transit, or supplied incorrectly, we will cover or arrange the return cost (must be approved first).

  • If the return is approved for any other reason, the customer is responsible for return costs
  • Original delivery charges are non refundable, except where required by law

If collection is arranged by us, the goods must be available, packaged safely, and accessible for loading.

11. Condition of Returned Goods

Returned goods must be:

  • securely packaged
  • complete with all supplied parts
  • not installed, modified, drilled, cut, or painted unless agreed in writing
  • protected from weather and site damage before return

We may refuse a return or reduce the refund if returned goods are damaged due to poor storage, improper packaging, or use after delivery.

12. Refunds

If a refund is approved, it will be processed to the original payment method within 28 working days of:

  • receiving the returned item, or
  • completing inspection, where inspection is required

Refunds may be reduced where:

  • the item is not returned in acceptable condition
  • parts are missing
  • the product has been used, installed, or altered
  • the return falls outside the agreed terms

We will confirm the refund amount before processing where possible.

13. Replacements and Repairs

Where appropriate, we may choose to repair or replace the item instead of issuing a refund.

This is often the fastest solution for:

  • damaged components
  • finish issues
  • missing parts
  • manufacturing defects
  • incorrect items supplied

We will explain the proposed remedy and expected next steps once the issue has been reviewed.

14. Order Cancellations

Please update this section to reflect how your production schedule works.

Orders for standard items may be cancelled before dispatch by contacting us as soon as possible.

Orders for made-to-measure products may only be cancelled before production starts. Once manufacture has begun, cancellation may not be possible and charges may apply.

If you need to cancel an order, contact us immediately at contact@aluminium-gates.co.uk or 0141 471 4111.

15. Consumer Rights

Nothing in this policy affects your statutory rights.

If you are a consumer, you may have legal rights in relation to goods that are faulty, not as described, or not fit for purpose. These rights apply in addition to this policy.

This page should be reviewed alongside your Terms and Conditions and checked against current UK consumer law.

16. Contact Us

For returns, faults, or delivery issues, please contact:

Aluminium Gates UK
contact@aluminium-gates.co.uk or 

0141 471 4111.

Address: Unit 1, Blantyre Industrial Estate, Block 17 South Ave, Blantyre, Glasgow G72 0XB

We aim to respond within 3 working days.