Refund policy

Order Cancellations

  • Standard Products (standard gates, bollards, and gate accessories):
    Orders may be cancelled prior to dispatch. A 2% charge will apply to cover non-refundable payment processing fees and associated handling.

  • Custom Products (sliding gates, custom-size driveway and garden gates, driveway gates with factory-fitted handles, and other bespoke orders):
    Orders may be cancelled within 48 hours of placement and will also incur a 2% charge to cover non-refundable payment processing fees and associated handling.
    After 48 hours, cancellations are not possible, as production will have begun.

30-Day Return Policy

You have 30 days from the date of delivery to request a return.

To be eligible for a return:

  • The item must be unused, in its original condition, and in its original packaging.

  • Custom-made or specially ordered items (including Custom-size Driveway or Garden Gates and Sliding Gates) are non-returnable, except in cases of defect or damage.

  • Automatic Bollards are returnable within 30 days if unused.

  • Proof of purchase (Order Number or Delivery Note) is required to initiate a return.

Important: Any items reported as missing after the 30-day period will be chargeable. Missing items can be repurchased directly from our gate accessories page.

How to Submit a Return Request

  1. Log in to Your Account
    Enter your email and verify your login using the 6-digit code sent to you.

  2. Select Your Order
    Choose the order you'd like to return.

  3. Choose Items to Return
    Select applicable items and provide a return reason with any notes.

  4. Request Return
    Click "Request Return". You’ll receive a confirmation once your return request has been approved.

Return Charges

  • Standard Garden Gate: £60

  • Standard Driveway Gate: £120

  • One or Two Posts: £50

  • Each Additional Post (after first two): £15

  • Automatic Bollards: £80

  • Sliding Gates: Non-returnable unless faulty (due to bespoke nature).

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error.

Our supplier will collect returns via their own transport.

Carriage fees are non-refundable, unless the return is due to our mistake (e.g., incorrect or defective product).

Damaged or Defective Items

  • If your item arrives damaged or defective, you must notify us within 48 hours of delivery.

  • Please email clear photos of the issue to: support@residentialgates.co.uk

  • ⚠️ Damage or defects must be reported before installation. Items that have been installed cannot be considered for damage-related claims.

  • We will arrange a replacement or refund as appropriate.

Warranty

  • Double Swing Driveway and Garden Gates: 5-year guarantee covers any manufacturing faults.

  • Other Driveway and Garden Gates: Contact us for specific warranty details at support@residentialgates.co.uk.

  • Automatic Bollards: 1-year warranty covers any manufacturing faults.

  • Sliding Gates: 3-year warranty on mechanical and electrical components; 5-year warranty on aluminium gate structure.

Refunds

  • Once the returned item is received and inspected, we’ll notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 10 business days to your original payment method after collection.

  • Please allow extra time for your bank or card provider to process the refund.

Questions?

If you have any questions regarding returns or refunds, contact our team at:
📧 support@residentialgates.co.uk