Returns and Refund Policy

At Helions Forge, our products—including all gates and made-to-measure items—are built specifically to your individual specifications. Because these items are unique to your requirements, they cannot be resold. Please read our policy carefully before placing your order.

1. Custom & Made-to-Measure Goods

In accordance with consumer protection laws regarding “personalised” or “made-to-measure” goods, these items are exempt from the standard right to cancel or return.

Once an order for a custom or made-to-measure product has entered production, it cannot be canceled, returned, or exchanged.
We do not offer refunds or returns for items that do not fit due to incorrect measurements provided by the customer.

2. Customer Responsibility: Measurement & Design

Precision is vital for a successful installation.

Design Review: Customers are required to review all design proofs, dimensions, and material specifications fully before confirming the order.
Final Confirmation: By completing your purchase or confirming a design proof, you accept full responsibility for the accuracy of the measurements provided.
Fitment: We are not responsible for items that do not fit if they were manufactured according to the dimensions provided in your order.

3. Damaged or Incorrect Items

The only exceptions to our “No Returns” policy are items that arrive damaged or do not match the specifications of your confirmed order.

Inspection: You must inspect your delivery immediately. If the item arrives damaged, please sign for it as “Damaged” with the courier and notify us within 48 hours.
Reporting an Issue: Please email [email protected] with your order number and clear photographic evidence of the damage or the measurement discrepancy.
Rectification: If the product delivered differs from the dimensions or design confirmed in your order, we will rectify, repair, or replace the item at no cost to you.

4. Refunds (If Applicable)

If a refund is approved due to a manufacturing error that cannot be rectified, the refund will be processed to your original method of payment within 7-10 business days.

5. Contact Us

Helions Forge Ltd | Unit 1, Park Dairy, Mill Road, West Wratting, Cambridge, CB21 5LT | 01223 618253 | [email protected]