FREE TRACKED DELIVERY ACROSS ENGLAND, WALES & MAINLAND SCOTLAND
LATCH & PANE
Search Bag (0)

Refund policy

30-Day Return Period

Latch & Pane accepts return requests made within 30 calendar days of delivery.

This voluntary 30-day return period is provided in addition to the customer’s statutory rights under UK consumer law.

Requesting a Return

Please contact us before returning a product.

You can request a return by:

After the return is approved, we will provide return instructions and a prepaid return label.

Please do not send a product to our registered office before receiving return approval and instructions.

Time to Send an Approved Return

After receiving the prepaid return label and return instructions, please send the product back within 14 calendar days.

Return Condition

Returned products should be:

  • New or handled only as reasonably necessary to inspect them;

  • Returned with their accessories and included components; and

  • Returned in the original packaging where reasonably possible.

Opening the packaging or carrying out a reasonable inspection does not automatically prevent a return.

If handling beyond what is reasonably necessary to inspect the product causes a reduction in value, the refund can be reduced by an amount reflecting that loss in value, as permitted by UK consumer law.

Return Shipping Cost

Latch & Pane pays the return shipping cost for approved returns.

A prepaid return label is provided after the return request has been approved.

Refund Amount

Approved refunds include the amount paid for the returned product.

Standard delivery is free, so there is no standard outbound delivery charge to deduct from the refund.

We do not charge a restocking fee.

Refund Processing and Arrival Time

After the returned product has been delivered to us and inspected, the approved refund will be credited to the original payment method within 5 business days.

You will receive a confirmation email after the refund has been processed.

Exchanges

We accept exchanges for:

  • The same product; or

  • Another product currently available from our store.

Exchanges are subject to stock availability. Our Customer Support Team will confirm the available exchange options before the exchange is approved.

Latch & Pane pays the shipping costs for approved exchanges.

No restocking fee is charged.

Cancelling an Order Before Dispatch

You can request cancellation before your order is dispatched by contacting support@latchandpane.shop.

If the order has already been dispatched, it can be returned through the standard return process after delivery.

Faulty, Damaged, Incorrect or Incomplete Products

If a product is faulty, damaged, different from its description, incorrectly supplied or missing a component, please contact us as soon as possible.

Please provide:

  • The order number;

  • A description of the issue; and

  • Photographs that help show the issue, where available.

Photographs help us understand and resolve the problem, but the absence of photographs will not be the sole reason for refusing a customer’s statutory rights.

For an eligible claim, we will provide an appropriate remedy, which can include:

  • A replacement;

  • A repair where appropriate; or

  • A refund.

Latch & Pane pays the return shipping cost for faulty, damaged or incorrectly supplied products.

Statutory Rights

Nothing in this policy limits or removes rights provided by the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer law.

Your statutory rights relating to products that are faulty, not as described or not fit for purpose are not limited to the voluntary 30-day return period.

Cancelling an Order

You can request cancellation before your order is dispatched by emailing support@latchandpane.shop or using our Contact Form.

If the order has already been dispatched, please contact us within 30 calendar days of delivery and follow the return process stated in this policy.

A clear cancellation request sent by email or through our contact form is accepted. You do not need to use specific wording when requesting cancellation.

Contact Us

For return, exchange or refund questions, please email support@latchandpane.shop or use our Contact Form.

Customer service hours: Monday to Friday, 9:00 am to 5:00 pm UK time

Response time: Within 2 business days