Burbage Iron Craft Ltd – Returns Policy

Burbage Iron Craft pride ourselves on the quality of the gates we produce and deliver, as well as the satisfaction of our customers. However, as we produce and delivery thousands of gates, there may be instances in which the odd customer may not be 100% satisfied with the products they receive.

In these extremely unlikely cases, we want to ensure that we do what we can to make sure you leave fully satisfied with our service and the products you receive. Firstly, if you are not happy with a product you have received from Burbage Iron Craft, please inform us in writing over email (sales@burbageironcraft.co.uk) and please get in touch with our customer service team on 01543 438217. Please make sure to do this within 14 days of receiving the product to arrange the return and to discuss any other possible options.

To avoid any confusion and mix-ups regarding the return costs, we will require customers to agree a return cost with Burbage Iron Craft in writing prior to returning the goods. This allows us to ensure we refund the correct amount should the goods be faulty. In addition to this, we also require an invoice or payment confirmation from the courier as proof of the cost to be refunded.

It is the customer’s responsibility to return all goods to the following address:

Burbage Iron Craft Limited
Unit 16 Mill Park
Hawks Green Ind Estate
WS11 7XT

Once you have spoken to our customer service team and agreed a return (in writing), you need to ensure that the returning parcel includes a few things, namely: your product receipt, a covering note, contact details (including order number) and a reason for the return or exchange. Once we have safely received the goods, we will then action a refund, replacement or whatever you may have agreed with our customer service team.

The returned goods must come back to us unused and (wherever possible) be in the original packaging. We recommend that when you do buy any goods from us, you keep as much of the original packaging as possible – at least until you decide you are happy with the product.

Should the original packaging be unavailable for use, please pack the goods in a manner that would provide the same level of protection as the original packaging. Items that are being returned to us should be ‘as new’ and in a resellable condition (unless there are extenuating circumstances that you have agreed with Burbage Iron Craft beforehand).

Please be aware that the return carriage costs will only be refunded by Burbage Iron Craft should the product be faulty or differs in any way to the way it was advertised. All parcels intended for return are the responsibility of the customer until they have been safely received by our team.

We cannot guarantee returns after the 14-day period mentioned above, any return requests received after this time will be considered on a case by case basis. In these instances, the customer will cover the cost of the return carriage and Burbage Iron Craft also reserves the right to charge a 25% restocking fee.

Standard Warranty

Unless otherwise stated, Burbage Iron Craft offers a 10 year workmanship warranty on metal gates and metal fencing, and 5 years on wooden gates. The workmanship warranty covers you against product defects relating to the manufacture of the products, for example, if a weld in a joint breaks or if a timber joint comes apart. The warranty does not cover rusting of metal products or the ingress of rot in wooden products because it is up to the end user to regularly inspect and maintain their products. The electro-galvanising and powder coated finish on metal gates and fencing does provide added rust resistance however it is not a 100% rust proof guarantee. Pressure treated treatment on wooden gates provides added resistance to wood rot and insect infestation, however is not a 100% guarantee against the inset of rot and insect infestation. There are too many factors outside the control of Burbage Iron Craft that could cause rusting or wood rot, such as location to the coast, adverse weather conditions and vandalism.

This policy was last updated on: 1st January 2024