RETURNS POLICY

At Steel Reef, we’re committed to providing products that meet the highest standards of craftsmanship and quality. Your satisfaction is our priority, and we aim to make your experience as smooth and informed as possible.

To help you make the right purchase, we provide detailed product descriptions, including precise measurements and functionality, so you know exactly what to expect. This ensures you can make confident and informed decisions before placing your order.

While we take pride in the bespoke nature of our products, we also recognize that there are times when a return may be necessary. Below is an outline of our policy to ensure clarity and peace of mind:

RETURNS

Unopened and Unused Items
We’re happy to accept returns of unopened and unused items within 14 days of delivery. As long as the product remains in its original, unopened packaging and has not been used or installed, you’re welcome to return it.

For returns due to a change of mind, customers are responsible for return shipping costs.

Opened Items
Our products are designed with precision and care, and we understand the importance of ensuring they arrive in perfect condition. Once an item has been opened, installed, or used, it is considered final sale and cannot be returned unless it is faulty.

This policy reflects the high standards of craftsmanship behind our products, where:

  • Attempted installation may cause internal or structural damage that isn’t immediately visible.
  • Fine finishes are sensitive to handling, and even careful installation may result in minor surface marks.
  • Opened or used products cannot be resold without extensive refinishing to restore their original condition.

For this reason, opened items are treated similarly to luxury watches—once packaging, protective films, or stickers are removed, the item is considered used and non-returnable.

Faulty Items
In the unlikely event that your item is defective or does not match the description, please contact us immediately. We will work to resolve the issue promptly, covering all return shipping costs and offering a full refund or replacement.

RETURN PROCESS

1. Contact Us
Reach out to our team at returns@steel-reef.com to initiate a return. Please include your order number and a brief description of the reason for the return.

2. Shipping Responsibility

  • For unopened returns due
    to change of mind, customers are responsible for return shipping costs.
  • For faulty or incorrect
    items, Steel Reef will cover the cost of return shipping.

3. Secure Packaging
To ensure a safe return, please package the item securely in its original box to prevent damage during transit.

4. Tracked Shipping
Returns should be sent via a tracked shipping method to ensure delivery. This helps protect both you and us in the unlikely event of a lost package.

Once you have your tracking number, please email it to us at returns@steel-reef.com so we can confirm receipt of the return.

Return Address:
Steel Reef Returns
Order Number: [Insert Order Number]
Ingenuity Centre, Jubilee Campus
Wollaton Road
NG7 2TU, Nottingham
Nottinghamshire, United Kingdom

INTERNATIONAL SHIPPING AND RETURN POLICY

We’re delighted to offer international shipping to customers worldwide, ensuring that Steel Reef products reach you wherever you are. To support a smooth delivery process, it’s important to note the following:

Your Role in Compliance

  • Understanding Import Regulations: Familiarize yourself with the rules, duties, and taxes applicable in your country. These regulations vary and must be adhered to by the customer.
  • Paying Import Duties and Taxes: Any additional costs such as duties, taxes, or other charges are not included in our product or shipping prices. These must be paid separately by the customer.

Handling Delays or Compliance Issues

While we partner with trusted shipping carriers, Steel Reef cannot take responsibility for delays, refusals, or complications caused by non-compliance with local import regulations.

  • If an item is not collected or released due to compliance issues and is returned to us, a refund will be issued once the item is received back at our return address.
  • Steel Reef cannot liaise with customs authorities or arrange for the return of unclaimed items.

By placing an order, you acknowledge and agree to these terms, ensuring a smooth and stress-free process for all parties.

ENSURING CORRECT DELIVERY INFORMATION

To ensure timely and accurate delivery, it’s essential to provide the correct shipping details at checkout:

  • Accurate Addresses: Please double-check that your shipping address is complete and correct when placing your order. Steel Reef cannot be held responsible for issues arising from incorrect or incomplete addresses.
  • Changing an Address: If you need to update your shipping address, please contact us as soon as possible. We will do our best to make changes before the order is processed, but adjustments may not always be possible.
  • Responsibility for Errors: Any additional costs or delays resulting from address errors will be the customer’s responsibility.

By providing accurate and complete shipping information, you can help us ensure a smooth delivery experience.

REFUNDS

Once we receive your returned item, we will inspect it to confirm its condition and process your refund or exchange within 10 business days. Refunds typically appear on your account within 1-2 billing cycles, depending on your payment provider.

You’ll receive an email notification as soon as your return has been processed.

QUESTIONS

If you have any questions about our returns policy or need assistance, don’t hesitate to contact us at:
returns@steel-reef.com

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