Returns Policy
We offer many of our products on a sale or return basis.
We cannot, however, refund or exchange products returned more than 30 days after purchase, or if the goods are out-with their original packaging or have parts missing.
Goods that have been specially manufactured cannot be returned. For quick reference, any goods manufactured by Croft, Armac Martin, Turnstyle Designs, Imperial Locks or Frank Allart cannot be returned. This is due to the fact that these items are bespoke and made to order. It is essential that you check dimensions and finishes of all items for suitability before placing an order. If you are unsure of an item it is always prudent to order a sample first to ensure you will be happy with the goods. We also reserve the right to decline a cancellation request of a special order if it is already in manufacture and has in part been made.
Inspection of your goods upon arrival for defects is essential. Defects will have to be reported to us within 48 hours of receiving your order. Please be aware that all manufacturers we work with have stringent quality control measures in place to ensure that NO products leave their factories in an unsatisfactory condition. However, if damage has occurred in transit (again, we urge you not to sign for any damaged or split boxes) we will cover the carriage costs on any defective items, however should you simply not like the item and wish to return or exchange it, the standard carriage charge and handling charge will apply on delivery and return and this will be deducted from your refund value.
Although we always try to provide an accurate delivery date for your goods, we know that sometimes things can be delayed by matters out-with our control. For this reason we cannot be held responsible for late arrival of goods and recommend that you organise installations when your order arrives.
Please talk to us about returning an item before you send it. Email us at [email protected] or call us on 0141 429 5191 or 020 8419 8125. Let us know your order number and the reason for return and we will take care of the rest.
We reserve the right to alter delivery dates at short notice. We will usually quote a specific date for delivery but it is impossible to quote an exact time on that day in advance. If you call your sales advisor on the morning/evening before delivery is due they should be able to quote an am or pm delivery.
Delivery timescales – Anticipated delivery timescales vary for different products. It is possible that on occasion we may deliver sooner than these timescales suggest, however we have no desire to raise false hopes with valued customers. NB.Certain bespoke products will have delivery timescales of +4 weeks due to the personalised nature of the products involved.
If you have any other questions regarding our terms just fill out the form on our contact page – we look forward to hearing from you.
Refunds for returned goods will generally be made within 15 working days.
Is your site secure?
Yes. We use the very latest SSL encryption and secure card payment systems to ensure that your information is dealt with in the strictest confidence.
Can I order over the phone?
Yes. Please call us on 0141 429 5191. If you wish to place your order with us over the telephone you are welcome to do so. All our normal internet prices will still apply and your information will be treated in strict confidence and securely disposed of immediately after use.
Can I amend or cancel my order?
We are sorry that in most circumstances it is not possible to amend your order. Once an order has been picked it is added to hundreds of our other customer orders in the dispatch area. To add products to your order - Simply place a new order for these items, or give us a call to place the new order over the phone. To cancel an order please give us much notice as possible, and as long as the order has not been manufactured or dispatched, we should be able to cancel and issue a full refund.
Do your prices include VAT?
All our prices are displayed excluding VAT at the current UK rate. Please contact us to place an order exempt of VAT.
Do you offer Trade Accounts?
We don’t provide any kind of credit account. Our products are on a Payment With Order basis. Our prices online are already discounted to provide you with the best value.
Do you have a showroom?
Yes we do. You are welcome to visit our showroom in Glasgow. We have an excellent display of thousands of items from many of our manufacturers in all finishes.
Are all your handles supplied in pairs?
All Mortice Door Handles and Door Knobs are supplied as pairs (sets). This includes a handle or knob for each side of the door and all the relevant fixings - wood screws / through-bolts, and spindle.
Do the handles include a latch or lock mechanism?
No. Handles are not supplied with a lock or latch simply because there too many variations to consider. Please order these separately.
Which latch or lock should I order?
If you need assistance to choose the correct lock or latch to match your handle or knob then please call or email us [email protected]
I need an urgent delivery for tomorrow - can you help?
Yes. We can even arrange a Before 10.30am or Before 12noon delivery in many cases. Some delivery services may incur an additional carriage charge - we will advise you of this.
Can I order samples?
Yes, you are welcome to order samples. Your order will be processed in the normal manner and payment is required. However we will then refund in full the cost of any or all the handles when you return them to us. NB. this does not apply to bespoke items.
What guarantees or warranties do you offer?
All of our products carry the relevant manufacturers mechanical guarantee, this varies in length but is usually a minimum of 12 months.
I’ve seen the handle I like elsewhere but it’s not on your site, can you supply it?
Yes. Please send us an email with the details or picture of the handle you would like and we will try and source it for you.
Colquhoun's Architectural Doors & Ironmongery Limited
85 Great Portland Street
London
W1W 7LT
Colquhoun’s
138 Nelson Street
Tradeston
Glasgow
G5 8EJ
