Refund policy

Returns and Refunds Policy

(Consumer Purchases)

We want you to love your Edensteel product. Because every piece is handmade to order, please read the information below carefully before purchasing or returning an item.

If you’re unsure about your order or need guidance before buying, our Sales Team are here to help — email sales@edensteel.co.uk or call 0121 517 2229.

 

Returns

If you are a consumer and bought online or over the phone, you have a legal right to change your mind within 14 days of receiving your order (unless the item was made to your specifications or clearly personalised). To return a product, please contact our Sales Team within that time by phone or email. You must return the item to us within 14 days of letting us know.

Return address:
Edensteel Ltd
Unit 15 Bartleet Road, Redditch, England B98 0DQ

You are responsible for the cost of returning your item:
You can arrange your own courier, or we can collect for £95 per pallet or £40 per parcel.

Returned products must arrive in the condition you received them. If they are not, we reserve the right to deduct an amount from your refund to reflect any loss in value. 

We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.

 

Refunds

Once your returned item has been received and inspected, we'll confirm your refund by email. Refunds are made using your original payment method within 14 days of us receiving the goods.

Refunds apply to all standard Edensteel products ordered online or by phone.

If your order was made to your personal specifications or clearly personalised (for example custom dimensions or bespoke designs), your right to cancel does not apply unless is the item is faulty or not as described.

If a product is found to be faulty, damaged in transit, or incorrect, please let us know within 30 days of receipt. We'll arrange repair, replacement or refund as appropriate.

Please note that shipping costs are non-refundable, unless the item is faulty.

Exchanges

We only replace items if they are faulty or not as described. If you need an exchange for the same item, please email sales@edensteel.co.uk. Re-shipping and re-listing charges may apply.

Important Product Information:

Finish and Patina

Many of our products are designed to develop a rusted patina finish over time. This is an intentional and natural process, part of what gives each Edensteel piece its unique character.

We reserve the right to supply your product in any stage of that process, from raw steel to a fully developed patina.

If you require a full patina finish on arrival, this can be arranged as a chargeable option - please contact the Sales Team before ordering.

Always unpack products immediately on receipt. Items left packaged outdoors may develop uneven patina patterns. A natural patina is not considered a defect and will not qualify as a reason for refund or replacement.

Manufacturing Tolerance

All Edensteel products are made to a tolerance of ± 5 mm.

Need help?

Questions about returns, refunds?
Email sales@edensteel.co.uk or call 0121 517 2229.
We’re happy to help.