Returns and Refunds Policy

Harrold & Lloyd – Returns & Refunds Policy

Effective Date: [17/12/2025]

Harrold & Lloyd Ltd designs and manufactures bespoke, made-to-order products. This Returns & Refunds Policy sets out the conditions under which returns, refunds, or replacements may be considered.

1. Return Eligibility (Non-Custom Items Only)

Where a product is not made to order or bespoke, returns may be requested within 14 days of delivery, provided that:

  • The item is unused, uninstalled, and in original packaging
  • The item is in resalable condition, free from scratches, marks, damage, or signs of use
  • All components, fixings, and accessories are included

We reserve the right to refuse a refund where returned items are not received in a suitable condition.

2. Made-to-Order & Bespoke Items

The majority of Harrold & Lloyd products are made to order.

In accordance with the UK Consumer Contracts Regulations, made-to-order or bespoke products are non-returnable and non-refundable, unless the item is faulty, damaged, or not as described.

Any product sold as made to order will be clearly identified on the relevant product page.

3. Return Authorisation Process

All returns must be requested in writing before any item is sent back.

To request a return, please contact:
contact@harroldandlloyd.com
and include your order number and reason for return.

Returns are accepted only once authorised by Harrold & Lloyd Ltd.

Once a return has been approved, return instructions and the return address will be provided.
Unauthorised returns or items sent without approval may be refused and returned to the sender.

4. Return Shipping & Responsibility

  • Return shipping costs are the responsibility of the customer, unless otherwise agreed
  • We strongly recommend using a tracked and insured delivery service
  • Returned goods remain the customer’s responsibility until received and inspected by Harrold & Lloyd Ltd
  • We are not responsible for items lost or damaged in transit during return

5. Inspection & Refund Timing

  • Returned items will be inspected within 3 working days of receipt
  • Refunds, where approved, will be processed within 7 working days following inspection
  • Refunds are issued to the original payment method

Refunds apply to the purchase price of the goods only. Original delivery charges are non-refundable unless required by law.

6. Faulty or Damaged Items

All goods must be examined immediately upon delivery.

If an item arrives damaged or faulty, you must notify us within 48 hours of delivery, providing:

  • Clear photographs of the item
  • Photographs of the original packaging

Failure to report damage within this timeframe, or failure to retain original packaging, may affect the outcome of any claim.

7. Material Behaviour & Environmental Conditions

Harrold & Lloyd products are manufactured using premium materials including carbon fibre, brass, stainless steel, copper, nickel, chrome, and painted finishes.

We accept no responsibility for changes or damage resulting from, but not limited to:

  • Natural ageing, patina, oxidation, or discolouration
  • Resin yellowing or colour shift
  • Humidity, temperature variation, salt air, or prolonged UV exposure
  • Fair wear and tear
  • Improper installation, misuse, modification, or third-party alteration

These characteristics are inherent to the materials used and are not considered faults.

8. Limitation of Liability

Harrold & Lloyd Ltd’s total liability in relation to any returned product shall at no time exceed the price paid for the goods.

We shall not be liable for any indirect, incidental, or consequential loss arising from the use, handling, installation, or return of our products.

9. Right to Refuse Returns

Acceptance of returns is at the discretion of Harrold & Lloyd Ltd.
We reserve the right to refuse returns that do not comply with this policy or our Terms & Conditions.