Cancellation and Refund Policy

This policy explains how cancellations, deposits and refunds are handled by Electric Gates Glasgow, a trading name of Electric Gates Experts.

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It applies to residential customers purchasing gate installation, gate automation, repairs, maintenance, access control and related services. Business customers should also refer to the terms contained in their quotation, order confirmation or service agreement.

 

Nothing in this policy limits or replaces your statutory rights under UK consumer law.

 

1. Cancelling Before Work Begins

 

Please contact us as soon as possible if you need to cancel or change your order.

 

Where a contract is agreed online, by telephone, by email or during a visit to your property, you may have a legal right to cancel within 14 days of the contract being formed.

 

If you ask us to begin surveying, designing, ordering materials, manufacturing or installing during this cancellation period, you may be required to pay for work completed and reasonable costs incurred before we received your cancellation.

 

Your cancellation rights may be different where goods are made to your measurements, specifications or chosen design.

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2. Bespoke and Custom-Made Gates

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Most new gates are designed and manufactured specifically for an individual property. This can include customised dimensions, materials, colours, finishes, posts, automation equipment and access-control components.

 

The ordinary right to cancel for a change of mind may not apply to goods that are made to your specifications or clearly personalised.

 

Once bespoke design, material ordering or fabrication has started, we may retain an amount from your deposit or request payment for:

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• Design or technical work already completed

• Materials ordered specifically for your project

• Bespoke fabrication already completed or underway

• Non-returnable equipment supplied by third parties

• Other reasonable costs that cannot be recovered

 

We will not automatically treat every deposit as non-refundable. Any amount retained will reflect the work completed and the reasonable losses directly resulting from the cancellation.

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3. Deposits

 

The deposit amount and payment schedule will be shown in your quotation or order confirmation.

 

A deposit allows us to reserve installation time, complete technical preparation and order the materials or equipment required for your project.

 

If you cancel before any costs have been incurred, you may be entitled to a full refund. If work has started or materials have been ordered, reasonable and evidenced costs may be deducted.

 

We will explain any deductions made from a deposit when responding to your cancellation request.

 

4. Repair, Maintenance and Call-Out Appointments

 

Please give us as much notice as possible if you need to cancel or rearrange a repair, maintenance or inspection appointment.

 

If an engineer has already been dispatched, travelled to the property or attended the appointment, the agreed call-out charge may remain payable.

 

Any applicable call-out fee will be communicated when the appointment is arranged or shown in the relevant quotation.

 

5. Completed Work and Changes of Mind

 

A refund will not normally be provided solely because you have changed your mind after satisfactory work has been completed or bespoke equipment has been installed.

 

This does not affect your rights if the goods are faulty, the installation does not match the agreed specification or the service was not completed with reasonable care and skill.

 

6. Faulty Goods or Problems With Our Work

 

We aim to complete every installation, repair and service to the agreed specification and professional standard.

 

If you believe there is a fault or problem with our work, please contact us as soon as reasonably possible. We may need to inspect the gate, automation equipment or affected work before deciding on the appropriate solution.

 

Depending on the circumstances, the available solution may include:

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• Correcting or repeating the affected work

• Repairing faulty equipment

• Replacing faulty equipment

• Providing an appropriate price reduction

• Providing a partial or full refund where legally required

 

We will normally be given a reasonable opportunity to inspect and correct the problem. Repeat work will be completed within a reasonable time and without significant inconvenience where required under the Consumer Rights Act 2015.

 

Damage, faults or performance problems caused by misuse, accidental damage, unauthorised alterations, third-party interference or a failure to follow operating and maintenance instructions may not qualify for a free repair or refund.

 

7. Work We Cannot Provide

 

If we cancel your order and cannot provide the agreed work, you will receive a refund for any goods or services paid for but not supplied.

 

Where part of the work has already been completed and remains beneficial to you, the refund may be adjusted to reflect the work or goods already provided.

 

Duplicate payments and confirmed billing errors will be refunded in full.

 

8. Requesting a Cancellation or Refund

 

To request a cancellation or refund, please contact us with:

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• Your full name

• Installation or service address

• Quotation or invoice number, if available

• Date of the order or service

• Reason for the request

• Relevant photographs or supporting information

 

We aim to acknowledge requests promptly and provide a decision within 10 working days where reasonably possible. More complex cases may require an inspection or information from an equipment manufacturer.

 

Approved refunds will be made to the original payment method unless another method is expressly agreed. Refunds will be processed without undue delay and, where required by law, within 14 days of us agreeing that a refund is due.

 

The time taken for funds to appear in your account may depend on your bank or payment provider.

 

9. Purchases Made Using Finance

 

Electric Gates Glasgow is a trading name of Electric Gates Experts and is an Introducer Appointed Representative of Phoenix Financial Consultants Limited.

 

Phoenix is a credit broker, not a lender, and offers finance from its panel of lenders. Finance is subject to status and credit checks.

 

Your finance agreement is separate from your installation contract and may contain its own cancellation and withdrawal provisions. Withdrawing from a finance agreement does not necessarily cancel your order for gates, equipment or installation work.

 

If your purchase was made using finance, please contact us and the relevant finance provider before taking action. Any approved refund will be handled in accordance with the finance agreement and may be paid directly to the lender where required.

 

10. Business Customers

 

The statutory cancellation rights described for consumers may not apply to orders placed wholly or mainly for business purposes.

 

Cancellations and refunds for commercial customers will be handled according to the accepted quotation, order confirmation, service agreement and applicable law.

 

11. Contact Us

 

To request a cancellation, report a problem or discuss a refund, contact:

 

Electric Gates Glasgow
A trading name of Electric Gates Experts

 

Address: Unit 3, Westerton Farm, Killearn, Glasgow G63 9LE
Email: hello@electricgatesglasgow.co.uk
Telephone: 0141 611 5662
Mobile: 07719 914067

 

We will review each request fairly, considering the work completed, materials ordered, the terms agreed and your statutory rights.