Refunds and Returns

Longman Gates Aluminium Ltd, Cancellation, Returns and Refunds Policy

Please see below for your information, this is in conjunction with our terms and conditions and does not affect your statutory rights.

To cancel an order you can either :

i) Telephone us on 01342 618612 to ascertain whether it can be cancelled in time to prevent dispatch. We do however then require you to confirm your cancellation request by email to info@gatesonline.net.

What will I be refunded if I cancel the order before it has been dispatched?

Consumer (A person who purchases for their own use : Full Refund*

*Please note this does not apply to made to order, built to order or customised products see below

What will I be refunded if I cancel the order after it has been dispatched?

Consumer**: If you want to cancel for any reason, including changing your mind and you notify us as required above within 7 calender days of receiving the order by emailing info@gatesonline.net. Refund amount will less 10%. Goods must be packaged in original packaging and in A1 condition. ***Please note this does not apply to made to order, built to order or customised products.(See Below)

You may be charged a Manufacturing Fee of up to 100% of the contract value for made to order, built to order or customised products

In the rare event of you wishing to return your goods, please see the following:

What do you need to do, if you want to return any of your goods?

If you want to return any items in your order, you must first inform us by phone on 01342 618612 and by sending us an email to info@gatesonline.net. We will arrange collection and notify you accordingly of details.

The products must be returned to us unused, as new, and in undamaged condition. We advise you to return goods in their original product packaging, and where appropriate with all shrink wrapping and banding around the pallet or crate still intact in order to protect them in transit to us. In addition returns or cancellations will not be accepted if the product(s) have been altered by applying chemicals or paints to the surfaces other than those provided or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.

What Happens once goods have been returned?

Following return and inspection your refund will be processed.
Refunds will be subject to collection costs if we have arranged this on your behalf.
Please note in the unlikely event that you have received defective goods from us (verified and confirmed before return) no return fee or restocking will be charged.

Damaged Goods

It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a package, parcel, pallet or crate that is damaged or it’s contents are damaged, and have chosen to accept the delivery, it is important that you sign the delivery note as “Damaged” and that you notify us of any damage to the contents within 48 hours of delivery.

Damage should be notified to us via email to info@gatesonline.net together with digital photographic evidence of the damage to the product or products. We will then arrange to collect and replace your item subject to our usual terms and conditions of sale and delivery or offer an alternative remedy. We cannot accept “Unchecked” or similar wording for any deliveries received, as this is accepting the delivery as complete and received in good condition and is considered to be a clean signature. We will not accept claims for damaged goods if the carrier has obtained a clean signature, or if more than 48 hours after delivery has passed.

Unfortunately, breakages can occasionally happen and we will send out replacements as soon as we can. To help us, we recommend that you open all products and check exactly how many individual units are broken, take photographs of the breakages, then contact us via email to info@gatesonline.net.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Damaged Goods – Cancelling the order

In cases where our products are damaged or broken on delivery and you wish to cancel the order as a result, provided damage is reported within 48 hours of delivery as set out above, we will organise collection of the damaged item(s) from you. Until this time, the products remain at your risk and you should take reasonable care of them, including securing, packaging and/or storage of the goods to prevent further damage. Following collection and inspection, provided we are satisfied the goods have been damaged in transit or otherwise before delivery, a full refund will be issued. Please note this does not apply to made to order, built to order or customised products, as these will be replaced.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Damaged Goods – Replacement Parts

In cases where our products are damaged or broken on delivery and you wish to have a replacement or parts sent, provided damage is reported within 48 hours of delivery as set out above, we will use reasonable endeavours to provide suitable replacement products or parts. In this case, we will advise you of a date for the collection of the damaged or broken items and subject to return and inspection of the items, we will then issue a replacement within our normal delivery schedule. All returned products must be returned in the condition in which they were received by you, and you are responsible for ensuring that the items are sufficiently packaged to prevent further damage occurring during their return. All items will be checked upon return before the relevant action is taken. The products remain at your risk until collected by ourselves. Please note replacement parts or products can vary, so may not be identical to the items being replaced.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Please note returned items must be received before new ones are sent, returns and deliveries are never done at the same time.

Faulty Goods

Where you believe any product may be faulty, you must notify us within 14 calendar days of delivery by contacting us via email to info@gatesonline.net. We can then arrange for a replacement or refund as required. In both instances we will arrange to collect the products and inspect them. If the products are found to be faulty we will arrange for a replacement to be sent or to refund you the cost of your purchase. If you require a refund and the products are found upon inspection not to be faulty, we will refund you the purchase price less the cost of collecting the products. If you wish to cancel the order please refer to Change of Mind Returns above. Please note this does not apply to made to order, built to order or customised products, as these will be replaced.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Goods Received – Not what you ordered

If the products delivered to you are not what you ordered, or do not correspond fully with the itemised description on your order and you wish to discuss this please notify us immediately via email to us at info@gatesonline.net. We aim to respond to emails within one working day of receipt.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Goods missing on delivery

It is your responsibility to ensure that your goods are checked before signing the delivery note. It is your responsibility to check against the carrier’s delivery note that the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received as per the Longman Gates Aluminium Dispatch note. We cannot accept “Unchecked” or similar wording for any deliveries received, as this is accepting the delivery as complete and received in good condition and is considered to be a clean signature. We will not accept claims for missing goods if the carrier has obtained a clean signature, or if more than 48 hours after delivery has passed. You must notify us within 48 hrs of receipt via email to info@gatesonline.net of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.

Goods not delivered

If your goods have not been received within the estimated lead time on your order acknowledgment, please call us on 01342 618612 or e-mail us at info@gatesonline.net.

Late claims

If we have not received notification of any return, fault or defect as set out above within 14 calendar days of the day after delivery, it will be assumed that acceptance of the goods has taken place. Any subsequent claim will be subject to our discretion, and we reserve the right to choose whether to repair, replace the product or make a refund. If goods are claimed to be faulty and are found not to be faulty on inspection, we may charge the costs of returning the goods to us at our discretion or deduct it from any refund. The products will remain at your risk until they are physically returned to us by collection or delivery.