Refund policy

We hope you are happy with your purchase. Please read the following information carefully before requesting a return.

Your Right to Cancel

For most products purchased online, you may cancel your order within 14 days of receiving it, without providing a reason.

To exercise your right to cancel, you must contact us within the 14-day cancellation period at contact@mhpolesandtracks.co.uk.

After notifying us that you wish to cancel, you must return the products within a further 14 days.

Return Conditions

Returned products must be:

Unused and uninstalled
Uncut, undrilled and unaltered
In their original condition
In the original packaging wherever possible
Complete with all parts, fittings and accessories

You may inspect a product as you would in a physical shop. However, we may reduce the refund if the product has been handled beyond what is reasonably necessary or has been damaged while in your possession.

Please do not install, cut, drill, modify or assemble a product that you intend to return.

Products That Cannot Be Returned

Unless they are faulty, damaged or incorrectly supplied, we cannot normally accept returns for:

Made-to-measure products
Products cut to a requested length
Custom-made or specially ordered products
Products altered, drilled or modified at the customer’s request
Personalised products
Products that have been installed or used

Please check all measurements, sizes, colours and product details carefully before ordering a custom or cut-to-size item.

How to Request a Return

Before sending anything back, please contact us at contact@mhpolesandtracks.co.uk and provide:

Your name
Your order number
The product you wish to return
The reason for the return

We will provide the appropriate return instructions.

Products should not be returned without contacting us first.

Return Delivery Costs

Customers are responsible for arranging and paying the return delivery cost for unwanted products.

Curtain poles and tracks may be long, heavy or oversized, so return delivery costs may be higher than standard parcel charges. We recommend using a tracked and insured delivery service suitable for the size and value of the products.

We are not responsible for returned products that are lost or damaged before reaching us.

If a product is faulty, damaged on arrival or incorrectly supplied, we will arrange an appropriate resolution and cover reasonable return costs where applicable.

Refunds

Once your return has been received and inspected, we will notify you about your refund.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, where applicable.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Original Delivery Charges

If you cancel and return your entire order under your statutory cancellation rights, we will refund the cost of our standard delivery service.

If you selected a more expensive or upgraded delivery service, we are only required to refund the equivalent cost of standard delivery.

Original delivery charges are not normally refunded when only part of an order is returned, unless the returned product was faulty or incorrectly supplied.

Faulty, Damaged or Incorrect Products

Please inspect your order promptly after delivery.

If a product is faulty, damaged or different from what you ordered, contact us at contact@mhpolesandtracks.co.uk with your order number and clear photographs of the product and packaging.

Do not install or modify a product if you believe it is faulty or incorrect, as this may make it more difficult to assess the issue.

Nothing in this policy limits or excludes your statutory consumer rights.

Cancelling Before Dispatch

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing has begun. Custom-made or cut-to-size orders may enter production shortly after being placed and may not be cancellable once work has started.

Exchanges

We do not currently process direct exchanges. To order a different product, size or finish, please return the eligible item for a refund and place a new order.