Returns, Refunds & Replacements


Here at Cannock Gates, we really 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 Cannock Gates, please inform us in writing over email (sales@cannockgates.co.uk) and please get in touch with our customer service team on 01543 462500. 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 Cannock Gates 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:

Cannock Gates Limited
Martindale
Hawks Green
Cannock
Staffordshire
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 resaleable condition (unless there are extenuating circumstances that you have agreed with Cannock Gates beforehand).

Please be aware that the return carriage costs will only be refunded by Cannock Gates 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 Cannock Gates also reserves the right to charge a 25% restocking fee.

All gates and railings are covered against faulty workmanship with our guarantee (5-year guarantee for wooden gates and a 10-year guarantee for metal railings and metal gates). If you feel that your gates or railings need addressing under that guarantee, please see our information page on the Cannock Gates Workmanship Guarantee or get in touch.

Complaints

In the extremely rare case that a customer would like to make a complaint about one of the products we sell or something they are unhappy with, we do everything possible to ensure the issue is resolved. You can rest assured that we will conduct a thorough investigation to any issue that has been risen. Making sure you, the customer, feels satisfied with the result is important to us.

In terms of making an complaint, please send details of any concerns or grievances you may have to the Sales Manager’s email address (sales@cannockgates.co.uk) or send it via post to the address mentioned above. Please allow 3 working days (from us receiving the message) for a response.

To help speed up the resolution of any issue (whether that is a product return or complaint) please include any photographs that could be deemed relevant, if possible, within the correspondence.

If you would like to return a product for a refund or replacement or if you have any questions about the information on this page, please call our customer service team on 01543 462500. We always recommend calling in as the opportunity to resolve any issues in a more efficient manner may present themselves when discussing it with our team.