Refund policy

Harrow & Ash Refund, Returns & Cancellation Policy

Last updated: August 2026

At Harrow & Ash, every product is individually made to order and personalised to the customer’s chosen specifications, including details such as finish, configuration and/or other selected options.

Please review your order carefully before purchasing.

Made-to-Order & Personalised Products

All Harrow & Ash products are personalised and made to order specifically for each customer.

Because our products are made to your specifications and/or clearly personalised, they are not eligible for change-of-mind returns or refunds once production has commenced, subject to your statutory rights.

By placing an order with Harrow & Ash, you acknowledge that your product will be made specifically for you based on the specifications selected or agreed when ordering.

Cancellations & Changes

If you wish to amend or cancel an order, please contact us as soon as possible after placing it.

We may be able to accommodate a cancellation or amendment if production has not yet commenced.

Once production or personalisation has commenced, orders cannot normally be cancelled, changed, returned or refunded because the product is being produced specifically for you.

Approved Returns

In any circumstance where Harrow & Ash agrees to accept a return that is not due to the goods being faulty, damaged, incorrect or otherwise not conforming to the contract, the customer is responsible for all costs associated with returning the goods.

This includes, where applicable:

  • Return shipping and courier charges

  • International shipping charges

  • Customs duties

  • Import or export charges

  • Taxes

  • Customs clearance and brokerage fees

  • Handling or administration charges imposed by the carrier or customs authority

  • Any other charges associated with returning the goods to us

These costs will not be reimbursed by Harrow & Ash.

The customer is also responsible for ensuring that the returned goods are appropriately packaged and reach the specified return address safely.

We strongly recommend using a tracked and adequately insured delivery service. Harrow & Ash cannot be responsible for a customer return that is lost or damaged while in transit to us.

Any customs declarations must accurately identify the shipment as a returned item where applicable. Any fees or charges incurred by Harrow & Ash as a result of an incorrectly completed return shipment may, where legally permitted, be deducted from any refund otherwise due.

Faulty, Damaged or Incorrect Products

Your statutory rights are not affected by this policy.

If your product arrives faulty, damaged, is not as described, or you receive an incorrect item, please contact Harrow & Ash as soon as reasonably possible and provide your order number together with clear photographs or other reasonable evidence of the issue.

Where the goods do not conform to the contract, Harrow & Ash will provide the appropriate remedy in accordance with applicable UK consumer law.

Where a return is required because the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, you will not be required to bear return costs that Harrow & Ash is legally responsible for.

Please contact us before arranging such a return so that we can provide the appropriate instructions.

Customer Specifications

It is the customer’s responsibility to carefully check all specifications before confirming an order, including:

  • Product dimensions and measurements

  • Finish and colour

  • Quantity

  • Configuration

  • Door compatibility

  • Any other personalised options or specifications

Harrow & Ash is not responsible for errors in specifications supplied or approved by the customer.

Installation

Customers are responsible for ensuring that products are suitable for their intended application before installation.

We recommend that Harrow & Ash hardware is installed by a suitably competent professional.

Products that have been damaged through incorrect installation, misuse, modification, unsuitable cleaning products, neglect or improper handling will not be treated as faulty solely as a result of that damage.

Nothing in this section limits your statutory rights.

Finishes & Natural Variations

Our products may use materials such as solid brass and specialist finishes.

Variations in colour, tone, texture and appearance may naturally occur between individual pieces. Certain finishes may also develop a patina or change in appearance over time.

These natural characteristics and reasonable variations are not necessarily manufacturing defects.

Refunds

Where Harrow & Ash agrees or is legally required to issue a refund, it will be made to the original payment method unless otherwise agreed.

Any deductions or exclusions will only be made where permitted by applicable law.

Contacting Us

For cancellations, approved returns or problems with an order, please contact Harrow & Ash with:

  • Your full name

  • Order number

  • Details of the product

  • Reason for contacting us

  • Photographs where relevant

Please do not return any product without first contacting Harrow & Ash and receiving return instructions.

Your Statutory Rights

Nothing in this Refund, Returns & Cancellation Policy is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded under UK consumer law.