Refunds & returns

Last updated 14 September 2026.

These terms apply to purchases from Steel Edging Company. They do not limit your statutory rights.

Changing your mind

For standard goods ordered online, notify us within 14 days after delivery if you wish to cancel. You then have another 14 days to send the goods back. Contact us before returning anything so we can provide the correct return address; our administration addresses are not return depots.

You pay the direct return postage for a change-of-mind return. We refund the goods and the basic outward delivery cost; if you chose a more expensive delivery service, the additional upgrade cost is not refundable under the cancellation right. We do not deduct a fixed £39 handling fee from a statutory cancellation refund.

We may reduce a refund for diminished value caused by handling beyond what is necessary to inspect the goods. Original packaging is helpful but does not remove statutory rights. Include your order number or other proof of purchase.

Refunds use the original payment method unless you expressly agree otherwise. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever is earlier, and refund within the applicable 14-day period.

Faulty, damaged or incorrect goods

Your rights under the Consumer Rights Act 2015 apply. Contact us with your order number and details of the problem. Depending on the circumstances, you may be entitled to repair, replacement or refund, including the short-term right to reject faulty goods. We cover reasonable return costs where the goods are faulty or incorrect.

Standard sections and custom enquiries

The metre lengths and pack options sold through this shop are standard products. Selecting a standard size does not make an order bespoke. Any separately agreed goods made to your specification will have their cancellation terms explained before you order; statutory rights concerning faults remain.

How to cancel

Email theteam@customersupport.care with your name, order number, items to return and delivery date. You can use: “I give notice that I cancel my contract for the following goods: [items]. Ordered on: [date]. Received on: [date]. Name and address: [details]. Date: [date].” No particular wording is required.

Where practical we aim to process received returns in 24 to 48 hours. Bank or payment-provider processing may take additional time.