Returns & Refunds Policy - ArdanShield

1. Your 30-Day Return Window

You may request a voluntary change-of-mind return within 30 days of receiving your order, provided the product meets the conditions for this voluntary policy below.

This voluntary 30-day return window is in addition to your statutory rights. The voluntary conditions below do not restrict statutory cancellation rights or remedies for faulty or misdescribed goods.

2. Change-of-Mind Returns

To qualify under our voluntary change-of-mind return policy, the product must be:

• Unused and uninstalled
• In its original packaging where reasonably possible
• Complete with all keys, cards, screws, fittings, accessories, manuals and components
• In fully re-saleable condition
• Free from marks, damage, wear, programming use, fitting marks or installation attempts

3. UK Online Cancellation Rights

For eligible online purchases, UK consumers have the legal right to notify us that they wish to cancel within 14 days of receiving their order. Once cancellation has been notified, customers then have a further 14 days to return the goods.

Our voluntary 30-day return window is additional to these statutory rights. You may handle the goods as you would in a shop; handling beyond what is needed to inspect them may affect the refund.

4. How to Start a Return

To request a voluntary change-of-mind return, email us at info@ardanshield.com within 30 days of delivery. Please include:

• Your order number
• The reason for return, if you wish to provide one; no reason is required when exercising a statutory cancellation right
• Clear photos of the product, accessories and packaging, where relevant; these are not required to notify us of statutory cancellation

We may issue a Return Merchandise Authorisation (RMA) or return instructions before the item is sent back. You do not need prior approval to exercise a statutory cancellation right; notify us within the statutory period described above.

5. Return Shipping

• UK change-of-mind returns: you are responsible for the return postage, except where applicable law requires us to cover it. This does not affect your statutory rights.
• Defective, damaged or incorrect items in the UK: we will provide a prepaid return label for returns initiated for these reasons.
• International returns: For voluntary change-of-mind returns from outside the UK, you are responsible for return postage. This does not limit your rights for faulty, damaged or incorrect goods.

Returned items should be sent using a tracked and insured service. ArdanShield is not responsible for items lost or damaged in return transit where the customer arranged the return.

6. Inspection and Deductions

All returned products are inspected upon receipt.

For voluntary change-of-mind returns, if an item shows signs of use, installation, damage, missing parts, or reduced resale value, we may:

• Reject the return
• Apply a deduction to reflect diminished value
• Return the product to the customer

These voluntary conditions do not restrict your statutory rights. For statutory cancellation, handling beyond what is needed to inspect the goods may affect the refund.

7. Faulty Products

If you believe your product is faulty, please contact us as soon as possible with your order number, a clear description of the issue, photos or videos where relevant, and any troubleshooting steps already attempted.

Faulty products may be handled under your statutory rights and/or our Warranty Policy.

Issues caused by incorrect installation, unsuitable doors, door misalignment, structural movement, wiring errors, misuse, poor maintenance, water ingress caused by poor fitting, or third-party modification are not normally classified as manufacturing faults.

8. Refund Processing

Approved refunds will be processed to the original payment method.

For eligible online cancellations, refunds will be issued within 14 days of receiving the returned goods or receiving proof of return, whichever is earlier.

Refunds may take additional time to appear depending on your bank, card provider, PayPal, Klarna, Shop Pay, or payment provider.

Where standard outbound delivery was paid, this will be refunded where required by law. Premium or upgraded delivery services may not be refunded beyond the standard delivery amount.

9. Commercial, Bulk and Project Orders

Commercial, bulk, bespoke, sourced, supply-only, partner-delivered, or project-based orders may be subject to separate return terms agreed in writing.

Returns for commercial or high-volume orders may require approval and may be refused where products have been specially sourced, allocated, configured, ordered in quantity, or are not in strictly re-saleable condition.

10. Order Cancellations Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible at info@ardanshield.com.

If your order has already been dispatched, you may need to follow the standard returns process once the item is delivered.

For commercial, bulk, sourced, bespoke, or partner-delivered orders, cancellation may not be possible once supplier commitments, procurement, configuration, manufacturing, or mobilisation has begun.

11. Limitation of Refund Liability

Unless required by law or expressly agreed in writing, ArdanShield does not cover:

• Installation labour costs
• Removal or refitting costs
• Emergency locksmith fees
• Business interruption or loss of income
• Guest disruption, rental loss or operational downtime
• Third-party contractor charges
• Costs arising from incorrect installation or unsuitable doors

Refunds are limited to the purchase price of the product supplied, except where UK law requires otherwise.

12. Contact and Support

• Email: info@ardanshield.com
• Phone: +44 7469 458 428
• Address: ArdanShield, Technology House, 9 Newton Place, Glasgow, G3 7PR, Scotland