// returns & guarantee
If it's not right, we'll fix it.
We stand behind everything we make. Standard stock items can be returned within 14 days, and our work is guaranteed against faults and poor workmanship. Here's how returns work and what to do if something isn't right.
Our policy
14-day returns
Standard stock items can be returned within 14 days of delivery for a refund or exchange, and you have a further 14 days to send them back. You may examine an item as you would in a shop — you don't have to leave it sealed to cancel; we only reduce a refund where handling beyond that has reduced its value. Return carriage is the customer's responsibility unless the item is faulty.
Faulty or damaged
If your order arrives damaged or develops a fault, tell us within 48 hours of delivery with a photo. We'll repair, replace or refund — and cover the return carriage — at no cost to you.
Workmanship guarantee
Every part is inspected before it leaves the shop floor. If anything fails through a fault in our cutting, fabrication, welding or finishing, we'll put it right.
Bespoke & made-to-order
Custom-cut, personalised and made-to-order parts are produced specifically for you, so they can't be returned simply because you've changed your mind — please check your drawings, materials and finishes carefully before ordering.
That said, if a bespoke part doesn't match the specification you approved, that's on us — contact us and we'll make it right. We'd always rather get it perfect than leave you with something you can't use.
How to start a return
Returns are quick to arrange:
1. Email or call us with your order number and the reason for the return.
2. We'll confirm the return address and, for faults, arrange collection.
3. Once the item is back and checked, we'll process your refund or exchange.
Cancelling — the model cancellation form
You don't need a special form to cancel — a clear email or call is enough. If you'd like to use the standard wording, copy and complete the form below and send it to us. To: Hurstbourne Forge Ltd, Unit 4 Brunel Gate, West Portway, Andover SP10 3SL — info@hurstbourneforge.co.uk.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
— Ordered on / received on: ____________________
— Order number: ____________________
— Name of consumer(s): ____________________
— Address of consumer(s): ____________________
— Date: ____________________
Returns don't affect your statutory rights under the Consumer Rights Act 2015 and, for online orders, the Consumer Contracts Regulations. If you're unsure whether your item qualifies, just ask — we're happy to talk it through.