Returns & Refunds Policy

Before You Return

All returns require prior written authorisation from Forxa. Do not send goods back without contacting us first. Unauthorised returns will not be accepted and no refund will be issued.

Change of Mind Returns

We accept change of mind returns on standard stock items only, subject to the following strict conditions:

• You must notify us within 14 days of receiving your order
• A 25% restocking fee is deducted from your refund — this is non-negotiable
• Return shipping is entirely your responsibility and cost
• Goods must be returned within 14 days of our written acceptance
• Goods must be in original, undamaged packaging — unused, uninstalled, unaltered
• Any reduction in resale value (scratches, missing fixings, damaged packaging) may result in a further deduction
• Refunds are processed within 14 days of receiving and approving the return

Wrong Item Ordered

It is your responsibility to ensure items ordered are correct for your requirements before purchasing. If you order the wrong item:

• This is treated as a change of mind return — all conditions above apply
• A 25% restocking fee will be charged
• Return shipping is at your cost
• No exceptions will be made

If you are unsure whether a product is right for your staircase, email us at sales@forxa.co.uk before ordering and we will do our best to advise.

Faulty or Defective Goods

If you believe your goods are faulty, contact us within 30 days of delivery:

• Email sales@forxa.co.uk with a clear description of the fault and photographic or video evidence
• If a return for inspection is required, you must return the item at your own cost using a tracked and insured service
• Forxa will inspect goods within 10 working days of receipt
• If confirmed faulty — full refund including original delivery charge within 30 days
• If not confirmed faulty (misuse, incorrect installation, wear and tear) — no refund, return shipping at your cost
• Forxa's inspection decision is final in the first instance

Transit Damage

• Inspect your delivery immediately upon receipt
• Report any transit damage within 48 hours with photographic evidence
• Claims made after 48 hours will not be accepted — no exceptions
• Email sales@forxa.co.uk with your invoice number and photos

Fraudulent Returns

• False chargeback claims are considered breach of contract
• Forxa will submit full evidence to payment providers in all disputes
• All returns are photographed and documented upon receipt

Your Statutory Rights

If you are a consumer (purchasing for personal use), your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. You have the right to goods that are of satisfactory quality, fit for purpose, and as described. This policy operates alongside, not instead of, your legal rights.