Delivery & Returns
Delivery Charges
| Delivery Method | Price |
|---|---|
| Standard Delivery | £12.50 |
| On the Pallet (for heavy items) | £75.00 |
Delivery
Items can be delivered to any UK address, provided the delivery and billing addresses match.
All deliveries must be signed for, except for items sent by post or those small enough to be posted through your letterbox.
Applicable delivery fees are automatically calculated and shown in your basket before you submit your order.
Delivery timescales depend on product availability and delivery slot availability.
For small parcels, delivery may be made by Royal Mail or a similar service.
Subject to availability, products are typically delivered within 2–3 working days, but delivery may take up to 6 working days.
Please:
Check for missing or damaged parts as soon as your order arrives
Notify us of any issues within 48 hours so we can resolve the problem promptly
Your order contents and delivery postcode will determine which delivery services are available to you.
Gate Valley Ltd does not deliver to PO Box addresses or shipping agent addresses.
Deliveries are made Monday to Friday, between 7:00 am and 6:00 pm. We are unable to confirm an exact delivery time.
Gate Valley Ltd will select the most suitable carrier for your goods. This may mean your order is delivered in more than one consignment to ensure safe and appropriate transport.
While we make every reasonable effort to meet any estimated delivery date, delivery times are not of the essence. Gate Valley Ltd shall not be liable for any losses, costs, damages, or expenses incurred (directly or indirectly) from a failure to meet any estimated delivery date.
Once the goods have been delivered to the customer, risk passes from Gate Valley Ltd to the customer.
Postage
Depending on your order contents and chosen delivery service, you will normally pay one delivery charge per order.
When all items have been added to your basket, the relevant standard delivery charge for those items will automatically apply and be shown before checkout.
Product Returns Policy
Our returns policy is designed to make replacing faulty products as quick and straightforward as possible.
You have 28 days from the date of purchase to return an item to Gate Valley Ltd, if needed.
Bespoke / Cut-to-Length Products
Please note:
Cut-to-length steels and other bespoke products (including made-to-measure items) cannot be returned once cut or manufactured.
In exceptional circumstances, acceptance of such returns is at our sole discretion. Please speak to our sales team first.
Condition of Returned Goods
Returned goods must:
Be in a resaleable condition
Include all accessories and components
Be returned with the original box, packaging and instructions
If we are informed within 10 working days of delivery that a product is faulty or has missing parts, Gate Valley Ltd will offer a full refund or replacement.
Where a return is due to a fault or defect, any applicable delivery cost may also be refunded.
Sometimes your order may include the latest model, where the manufacturer has updated the product. If this is not suitable as a direct replacement, we will contact you before dispatch where possible.
Please contact our sales team for details of the correct returns address.
This returns policy does not affect your statutory rights.
General Points
Please check product details for warranty periods.
The main exceptions are cut-to-length steels and bespoke items, which cannot be cancelled or returned once processed.
All warranty returns require a Returns Number (RMA), which can be obtained by contacting our sales team.
If your return relates to a suspected fault covered under warranty:
Contact our technical or sales team
We will issue a Returns Number if appropriate
You must obtain a Returns Number before sending the product back or returning it to the branch where it was purchased
Advanced Replacements
Gate Valley Ltd does not offer advanced replacements as standard.
If you require a replacement product to be sent before the suspected faulty item is returned:
A purchase order or payment for the replacement item will be required.
If, after testing, the original product is found not to be faulty (or has been damaged and is therefore not covered by warranty):
No credit will be issued
The original item will be returned to you
In some circumstances, we may request payment for the return of non-faulty goods
Important – Suspected Faults
When we issue a Returns Number, it is based solely on the information you provide. This does not confirm that the product is faulty.
In many cases, issues may be due to:
Incorrect installation
Damage during installation
Unintentional damage during use
Incorrect configuration or wiring
All suspected faulty items will be fully tested when received.
If the product is within the warranty period and is found to be defective, we will issue a credit, repair, or replacement, as appropriate.
If the product is found to have no fault, it will be returned to you with an inspection report and no credit or replacement will be issued.
Without a valid Returns Number, we will not be able to process the item. It will be set aside while we await further instruction from you.
Warranty Exclusions
The following causes will invalidate the product warranty:
Water ingress
Unauthorised component replacement or use of non-genuine parts
Insect or pest damage
Third-party damage (for example, evidence of force, tampering, or incorrect installation)
In these circumstances, Gate Valley Ltd will not raise a credit or issue replacement products free of charge.
Restocking Charges
If you have ordered items that you no longer require, we may accept them back under the following conditions:
The products have not been installed
The products are returned as complete items
All packaging and instructions are “as new”
A restocking charge will be applied to all unwanted returns.
The charge will be determined by the condition of the products
The minimum restocking charge is 20% of the item value for all returns within 30 days of the original purchase date
We reserve the right to apply a higher restocking charge depending on the circumstances
If products are returned without original packaging or in a condition that prevents resale, they will be returned to the sender without credit.
Repairs (Out of Warranty)
Repairs to out-of-warranty products are carried out on a chargeable basis.
We will advise you of the inspection fee when a Returns Number is issued
A purchase order or payment will be required before inspection
Customers without a credit facility will need to pay the inspection fee by Pro-forma or credit card
When a repair is carried out:
The repaired element of the product will carry a 3-month warranty from the date of repair shown on the invoice
We are unable to repair products relating to outdated or obsolete systems
Returning Goods for Credit or Repair
When sending goods back to us or the manufacturer:
Pack all items securely in an outer carton
Ensure the manufacturer’s packaging is not marked or damaged in transit
Enclose all returns paperwork provided with your Returns Number
Once items are received:
If they are returned for credit, they will be thoroughly checked
If found to be in suitable condition, a credit will be issued via your original payment method, less any applicable restocking charge
Products received without a Returns Number will not be processed and will be held while we await further instruction from you.
Force Majeure
Gate Valley Ltd shall have no liability to you for:
Any failure to deliver goods you have ordered,
Any delay in delivery, or
Any damage or defect to goods delivered
where such failure, delay, damage or defect is caused by events or circumstances beyond our reasonable control.
Bespoke / Special Order Returns Policy
We operate a strict no-returns policy on fabricated, bespoke, or special-order products purchased via the website, telephone, or office.
This includes (but is not limited to):
Fabricated products
Specially ordered items
Non-standard finishes
All gates (all gates are non-refundable)
Cancellation of Orders
You may cancel your order before dispatch without penalty and receive a full refund if payment has already been taken.
You can cancel by:
Using the relevant links on the Gate Valley website (www.gatevalley.co.uk), or
Contacting us by phone on 01277 582111
For more information, or to discuss anything in this Delivery & Returns Policy, please contact our sales team via the Contact Us form on our website (www.gatevalley.co.uk) or email info@gatevalley.co.uk (update this if needed).