Returns & refunds

Last updated 11 November 2026.

The short version

• Standard-size gates: you can cancel for any reason within 14 days of receiving them.
• Bespoke gates, made to your own measurements or design, are made specially for you and are not covered by the change-of-mind right. We tell you this before you commit.
• If a gate arrives faulty, damaged or not as described, we put it right. Your legal rights are never reduced by anything on this page.

Standard-size orders: changing your mind

If you buy one of our listed standard sizes online, you can cancel without giving a reason at any point from placing the order until 14 days after the day the gate is delivered to you or to someone you nominate. Making the gate after you order does not take this right away.

To cancel, tell us plainly by email or post, or use our cancellation form if you would like a ready-made template. Then send the gate back within 14 days of letting us know.

Sending a gate back

Gates are large and heavy, so we do not run a routine collection service. If you change your mind, you arrange and pay for the return journey, as long as we told you the cost of returning the goods before you bought. If a gate needs specialist transport, we give you that information before you place the order. We will explain the practical steps when you contact us.

Return address: H.K. Woodcraft Ltd, Cross Trees Farm, Unit 5, Abingdon, OX14 4AW. Please do not send anything back until we have replied with instructions.

Until the gate reaches us, you are responsible for looking after it. Keep it dry and off the ground, and do not fit, cut, treat, stain, paint or otherwise change it. We can reduce your refund if the gate has lost value because it was handled beyond what was needed to check it, as the law allows. We do not charge a restocking fee.

How refunds work

We refund the price of the gate plus the cheapest standard delivery charge you paid. Refunds go back to the payment method you used, unless you agree otherwise with us. We pay within 14 days of getting the gate back or of you showing us proof that you sent it, whichever comes first.

Bespoke and made-to-measure gates

The legal right to change your mind does not apply to goods made to your individual specification or clearly personalised for you. A gate cut to your own dimensions or designed with us through the bespoke enquiry falls into that group, and we will confirm this in writing before the order is agreed. Choosing one of our listed standard sizes does not count as bespoke.

If your plans change after a bespoke order has been agreed, contact us as soon as you can. Anything we agree as a goodwill gesture will be put in writing. Your rights if the gate is faulty or not as described remain in place.

Faulty, damaged or incorrect gates

If your gate is faulty, is not as we described it, or is not the size on your confirmed order, email us with your order reference and a short description. Photos make things quicker, though you do not need them to rely on your legal rights.

• First 30 days: you normally have the right to reject the gate and get a full refund.
• After 30 days: you are entitled to a repair or replacement. If neither fixes the problem, or neither can be done within a reasonable time, you may be entitled to a price reduction or a refund under the Consumer Rights Act 2015.
• Cost of returns: we pay the reasonable cost of getting a faulty or wrongly supplied gate back, and we agree the arrangements with you first.

Damage during delivery

Please look over your gate when it arrives, ideally with the delivery driver still there, and write any visible damage on the delivery note. Photograph it and email us as soon as you can, ideally the same day. Telling us late does not cancel your statutory rights, but early photos make it easier for us to sort out quickly.

Natural timber: what is normal

Wood is a natural material. Differences in grain, colour and knots between boards are part of its character. Small surface splits (checks), slight movement with the seasons and colour change as timber weathers are normal for timber outdoors and are not faults. A board that is split through, badly twisted, or a joint that has failed is different, and we will look at it fairly. If you are unsure whether something is normal, send us a photo and we will tell you honestly.

If the measurements were wrong

If we supplied exactly what you ordered but the opening was measured incorrectly, we cannot replace the gate free of charge. Your right to cancel a standard-size order still applies where it is available. If the mistake is ours, we put it right at our own cost. Our measuring guide shows how to take accurate measurements.

Contact

H.K. Woodcraft Ltd, Cross Trees Farm, Unit 5, Abingdon, OX14 4AW. Email enquiries@hkwoodcraftltd.co.uk.