Returns & Faulty Items

DFS Fixings is a trade supplier. As such, under the terms and conditions agreed to when placing an order on, all purchases are B2B (Business to Business), made by a business, for trade / business use, and therefore do not fall under the terms of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.


Where an item has been purchased in error, or you no longer require it, we will do our best to accommodate a request to return these items. In some cases we may have to impose a restocking charge. If a refund is offered then this will be for the value of the goods purchased, minus any applicable restocking charge, we will be unable to refund for any delivery / carriage charges paid.

All return requests will be granted at the discretion of DFS Fixings Ltd, and we will only accept returns by prior agreement.

A request to return such items will only be considered under the following conditions:

  • Request must be made in writing, within 7 days of receipt / delivery of goods (this includes delivery to a safe place/third party nominated by you.)
  • Items must be in original condition and with the packaging intact
  • The items must be returned at your cost, by a secure delivery method.
  • Items bought as part of a promotion must be returned with all associated promotional goods / gifts / items.

Incorrectly ordered items which cannot be considered for return:

  • Items which have been personalised, customised or "made to order" eg master-keyed cylinders or embroidered workwear
  • Special Order Items
  • Items which cannot be returned for hygiene reasons, including but not limited to: face masks, respiratory PPE, underwear.

If a return is granted, the items must be returned at your cost, within 7 days of the date the return is granted. It is advisable to use an insured, signed for, delivery method, as proof of posting cannot be accepted as proof that we have received the items.

When we have received your return, it will be inspected, and provided it has been returned to us in accordance with the above conditions, a refund will be made to your original payment method, within 7 working days.

If when the goods are inspected, they are not found to be in re-saleable condition, missing parts, without original packaging, damaged in transit from you to us, we may be unable to offer a refund, we may offer a reduced refund, or charge for re-delivery to you.



If you have received the incorrect item due to our error, or the item was faulty/damaged upon delivery: please inform us within 48 hours from receipt of delivery. We will arrange a free of charge collection from you, and offer a replacement item,or refund of the item. If you request a replacement but we do not have the item, we may offer an alternative, or a full refund.


Refunds will be issued by us ASAP, and normally will be with you within 7 working days depending on your bank.


If an item is returned as faulty or damaged, but upon inspection, no fault or damage is found; we reserve the right to charge for the collection and re-delivery of the item to you or recover the costs from your refund. We advise all goods are checked before use, as once the goods have been used, any issues identified within the warranty period will be dealt with in accordance with the manufacturer’s warranty policy, details can be found on our Warranties page.