Shipping & Returns Policy


Order Processing

All orders placed before 3:00pm (Monday to Friday) are processed and dispatched the same day for next working day delivery.

Orders placed after 3:00pm, at weekends, or on bank holidays will be processed the next working day.

Delivery Services

We use DHL, a trusted UK courier, for all orders to ensure safe and efficient delivery of your items.

Delivery Times

Most orders are delivered on a next working day service once dispatched.

Please note that delivery times are estimates and may occasionally be affected by factors outside of our control, such as weather conditions, courier delays, or peak periods.

Tracking Your Order

Where available, you will receive tracking information once your order has been dispatched so you can follow its progress.

Delivery Address

Please ensure that all delivery details are correct at the time of ordering.

We cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete address information.

Questions?

If you have any questions about shipping or delivery, please contact our team and we’ll be happy to help.

 

Returns 

Returns & Refunds

We want you to be completely happy with your purchase. If you need to return an item, please read the information below.

Change of Mind

If you’ve changed your mind, you can return your order within 28 days of receiving it, provided the item is:

  • Unused

  • In its original condition

  • In its original packaging

To start a return, please contact us via email at: sales@springwellhardware.co.uk with your order number and reason for return.

Return postage costs for change-of-mind returns are the responsibility of the customer unless otherwise stated.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible.

Where appropriate, we will arrange:

  • A replacement, or

  • A refund

We may ask for photos to help us assess the issue quickly.

How to Return an Item

Before sending anything back, please contact us to receive return instructions.

Items returned without prior authorisation may experience delays in processing.

Once your return is received and inspected, we’ll notify you of the outcome.

Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 3–5 working days for the refund to appear in your account once processed, depending on your payment provider.

Non-Returnable Items

Some products may not be eligible for return, including:

  • Custom-made or bespoke items

  • Items that have been fitted or installed

  • Products that show signs of use or damage after delivery

These will be clearly stated on the product page where applicable.

Exchanges

If you need a different size or product, please contact us and we’ll advise the best way to proceed.

Questions?

If you have any questions about returns, please get in touch and our team will be happy to help.