Terms and Conditions

It is the aim of everyone at HandleStore Ltd to ensure that customers experience total satisfaction and piece of mind and in so doing our staff will always aim to be prompt, courteous and helpful. Should you have a complaint or any question, please email Customer Support.

Please take a moment to read our terms and conditions carefully, as they will form the buyer and seller contract we enter into with you. Your statutory rights will not be affected or compromised in any way. If you are a business confirmed by your billing address on the order or otherwise (or billing and delivery addresses are different business addresses on order) please note the terms and conditions variations below that apply to businesses only. You can apply for a trade account at handlestore.trade

  1. General Conditions
  2. Returns, refunds and replacements
  3. Goods that are not required or incorrectly ordered
  4. Goods that have been damaged during delivery
  5. Faulty Goods
  6. Special Order Goods
  7. Stock Issues
  8. Delivery
  9. Ownership
  10. Price and Payment
  11. Liability/Third Party Claims
  12. Information on our website
  13. Product Guarantees
  14. Privacy & Cookies
  15. Copyright
  16. Email Policy
  17. Complaints

1. General Conditions

  1. In placing an order through this website, or as a telephone order, you are agreeing to be over 18 years of age and are making an offer to purchase subject to these terms and conditions.
  2. A binding contract is achieved once we have dispatched an order confirmation by email to you and/or you receive an online order acknowledgement detailing the order (this also applies to orders received by telephone). Each order will be deemed a separate contract.
  3. Orders placed through this website, or received by telephone, by consumers (not trade or businesses) are protected by The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (as amended) and the Electronic Commerce (EC Directive) Regulations 2002. This gives the consumer the right to cancel the contract within fourteen calendar days from the day of delivery of the goods or fourteen days after you get the last item. You may cancel the contract in writing by e-mail , fax or letter (please see our Contact page) and you must keep evidence that you have done so. You must return the goods to us in line with the terms stated under the main sections 2 & 3 of this notice, that includes you paying to send the goods back to us and retaining proof of delivery. Consumers are entitled to a refund within 14 days of the notice of cancellation unless and any unprecedented government action occurs and in this instance there may be delays. Refunds to businesses can take upto 30 days.
  4. Orders placed through this website, or received by telephone, by businesses of whatever identity (business shall be deemed as such if billing and shipping address shown as such on orders placed through this website) are subject to those contractual provisions noted within these terms and conditions but are excluded from the Consumer Contracts Regulations 2013 (as amended) and the Electronic Commerce (EC Directive) Regulations 2003.
  5. If we fail to enforce one or more of our terms and conditions, we do not lose our right to enforce any of those remaining.
  6. The laws of England will govern any contract between us and any disputes will be resolved exclusively within the courts of England.
  7. Orders can only be taken through our website, or by telephone, for delivery to UK and those countries identified under our Delivery Information schedule. Products must not be used or exported into countries outside those countries in our Delivery Information schedule for any reason whatsoever or by a customer acting as an agent/intermediary for a third party.
  8. Please ensure that you do not book any 3rd party services to fit any of our products before they have been received or checked by you. We are not responsible for any costs due to late delivery, missing parts, defective quality or otherwise.
  9. Any query in relation to an order placed through this website or via the telephone can only be discussed with the person placing the order and using the email address they provide for correspondence.
  10. Any offer of a credit note, and only at the discretion of Handlestore Ltd, must be used by the customer within 90 days of the offer date.

2. Returns, refunds and replacements

  1. Any goods delivered should be fully inspected upon arrival to ensure their condition, type and quantity and you should inform us immediately of any error or damage and within 14 days. Damage to outer packaging and cartons should be reported to the carrier at the time of receipt - see item 4 - Goods that have been damaged during delivery (carrier). Items received as faulty must be advised to Handlestore Ltd and suitable returns will be arranged either using Freepost or a carrier collection. Please refer to Section 5 Faulty Goods.
  2. Speculative returns sent by the customer outside of the 28 day policy will not be refunded if it is outside of the 28 days policy (28 days from the date of sale of the goods). In such cases the customer will be notified to make arrangements for the re-return of the goods (this is at the customers cost). If the customer does not respond within 90 days from receipt of any such email detailing the re-return of goods, the company (Handlestore Ltd) at its discretion may destroy such goods and close all further matters.
  3. Under no circumstances must the customer send back faulty goods without prior authorisation as Handlestore Ltd will not be responsible for their return or any costs incurred by the customer. The customer can only be refunded up to the full value of the order.
  4. To inform us of any goods that are faulty, damaged or not required please contact us on our Customer Support email or write to Handlestore Ltd, 18 Empire Industrial Park, Aldridge, Walsall, WS9 8UQ. All returning goods must be issued with a returns number and reach us within 28 days of the date of sale (inclusive of the date of sale). Please ensure goods are signed for at the returns delivery address as this will act as your proof of delivery. You must ensure the goods are in a resaleable condition when returning goods including the delivery back to us. If goods are insufficiently packaged and this causes damage to items this will be treated as unsaleable goods.

3. Goods that are not required or incorrectly ordered

  1. You do not need to give us a reason if the goods are not required but please ensure that you inform us of your wishes by email, letter or fax to request a returns number and then ensure goods returned reach us within 28 days of the date of sale (inclusive of the date of sale) - orders from businesses over £750.00 net value cannot be returned (see 3.8).
  2. The following must apply in both instances:
    The original product packaging can be opened but the products must be unused.
    The issued returns number must be clearly marked on the outer packaging.
  3. Goods should be returned and reach us within 28 days of the date of sale (inclusive of the date of sale). A signed for service should be used as proof the goods have been returned. Costs of return carriage are payable by the customer and goods can be returned through any Royal Mail Post Office, Collect+ or similar.
  4. An on-line refund will be made against your order transaction to cover the charge made for goods, but not including any carriage costs unless notice to cancel the contract is received within the 14 days from receipt of goods (applies to consumer sales only). If part of the order is returned and the remaining value of the order takes the order below £100 incl vat a carriage charge will be deducted from the refund of the goods returned commensurate with the charges shown on this site for carriage.
  5. Orders sent initially with free of charge delivery will receive a refund less the postal/carriage charge applicable at the time of order unless notice to cancel the contract is received within the 14 days from receipt of goods (applies to consumer sales only). If part of the order is returned and the remaining value of the order takes the order below £100 incl vat a carriage charge will be deducted from the refund of the goods returned commensurate with the charges shown on this site for carriage. In instances where the customer refuses a parcel at the time of delivery or cancels the order once despatched and during transit, the charge made by the carrier to return the parcel will be deducted from the customers refund. Details available on request.
  6. Orders returned from businesses over the value of £500 net will be charged a re-stock fee of 10% of the order value. We regret that orders from businesses over £750.00 net cannot be returned for any reason in part or full unless agreed by senior management (this could take the form of a credit note at the discretion of senior management and in all cases must then be used by the customer within 90 days of the offer date).
  7. We regret that special order items i.e. keyed alike door locks cannot be returned for a refund or exchange as these are made bespoke to order. This applies to extra keys cut for either standard off-the-shelf cylinders or keyed-alike.
  8. Special offer goods that are offered at a reduced rate when purchasing other designated products will be charged at the normal rate if not returned with the correct item.
  9. Part orders returned where discounts have been applied to quantity sales will be refunded at the appropriate rate commensurate with the quantity retained by the customer. This also includes delivery charges where the order was free of delivery charges initially.
  10. Special postal/carrier services chosen by the customer i.e. Saturday delivery, Next Day pre 10:00am etc cannot be refunded.

4. Goods that have been damaged during delivery (carrier)

  1. Please ensure that any damaged packages are rejected at the time of delivery and a receipt obtained to confirm such from the carrier. We cannot accept liability for carrier damage without evidence and a record from the carrier. Please ensure that you contact us to report the incident within 24 hours by email or telephone. If you accept the parcel from the carrier you accept that the goods were delivered without damage during delivery. If you leave authorisation for delivery you also accept liability that the parcel has been received without damage.
  2. We will only send out replacement goods after confirmation has been received by the carrier and the damaged goods returned to us.

5. Faulty goods

  1. You must inform us within 14 days of receiving the goods, by email or letter, if you wish to claim a refund. We reserve the discretion to repair any items or to replace as may be required. The above procedures for Returns, Refunds and Replacements (Section 2) will apply.
  2. To make a claim under guarantee, outside the initial 28 day period, please follow the instructions given under Section 13. Product Guarantees.
  3. Any items found not to be faulty will be treated as Section 3 Goods That Are Not Required or Incorrectly Ordered.

6. Special Order Goods/Special Delivery

Goods and services that are classed as special order are non-returnable/non-refundable. The following products apply as Special Order Goods and Services:

Special Order Goods

  • Keyed-alike door cylinder sets are specially made to the customers size and colour requirements.
  • Extra keys cut for cylinder and thumbturn door locks whether keyed alike or off-the-shelf size locks.

Special Order Services

  • Respindling Service.
  • Carriage services that are classed as special order are part non-refundable (less the difference from UK standard rates published under Delivery).

Special Order Carriage Services

  • Delivery outside the UK
  • Timed or Named Day

7. Stock Issues

If you do not receive the correct goods or quantity ordered due to errors on our part, we will arrange for the correct order to be delivered to you, usually within ten working days, as stocks permit. The following applies:

  1. You must notify us within 14 days of receipt, by email or letter, if an order is incorrect or incomplete.
  2. You must also ensure that any goods supplied in error or in excess of your order are returned in a re-saleable condition and in their original packaging. We will supply a pre-paid return label upon your initial instruction to return such goods.
  3. We reserve the right to charge you for any goods delivered in error in instances where appropriate guidelines have not been followed.
  4. Goods are sold subject to availability. If we do not supply the goods for any reason we will not charge you for these goods or a full refund will be made to you.
  5. We will not be responsible for compensating you for any other losses that you may suffer if we do not supply goods.
  6. If goods are not in stock they will be placed on a back-order and a new delivery date will be informed in due course.
  7. There will be no additional charge for delivery of backorders.

8. Delivery

  1. We reserve the right to change carriers and carrier services during industrial strike actions. During periods of industrial strike action by carrier companies we will notify changes to services on our Delivery page.
  2. If your products are in stock and you have selected a Next Day Delivery service then they will generally be despatched the same working day provided the order is received before the cut-off time stated on our Deliveries page (UK time Mon-Fri), otherwise (if the order is out of stock) we expect to deliver within 10 days. If you have selected 2-4 Working Days Delivery your order will be dispatched to reach you within this timescale and similarly for other delivery services, otherwise (if the order is out of stock) we expect to deliver within 28 days. Special orders may be extended in some cases and you will be advised when ordering if this is the case.
  3. If your order has not been dispatched within the 28 period, and we have not confirmed an exact dispatch date in this time, we will contact you again by email at this time to update the delivery position.
  4. Delivery is within the UK and those countries identified in our delivery information schedule
  5. We cannot be held responsible for failure to deliver the next working day during peak seasonal trading periods, periods of industrial action, natural disasters, government lockdowns or in areas of extreme weather or other outside influences that may affect delivery.
  6. The following carriage rates apply(subject to change).
  7. It is not usually possible for us to arrange delivery on an English designated bank Holiday or to dispatch any orders on an English Bank Holiday.
  8. If a delivery is likely to be delayed outside of the normal 28 days we will email you to arrange a convenient delivery date.
  9. It is the responsibility of the person placing the order to ensure that the order can be received. If our carrier is unable to leave the parcel safely a card is left giving details of how to arrange re-delivery (dependent on local delivery service) or where to collect the parcel from locally. In the case of DPD you have 3 days to re-arrange a delivery from receipt of a card before the order is returned to Handlestore.
  10. The customer takes full responsibility for loss or otherwise of any delivery made where the customer stipulates special shipping instructions for delivery in their order like safe places. Customer comments within the cart/checkout process are for use by the delivery driver and cannot be used for any other purpose, as such notes remain unchecked.
  11. If a delivery is returned to us for what ever reason a charge will apply for the carriage to return the package (this also applies where the customer refuses delivery or cancels the contract after despatch) and to re-send the parcel back to its destination. The charge applied will depend on the carriage charge in force at that time.
  12. In the rare event that the parcel does not turn up our carrier will classify the parcel as lost (this does not include attempted deliveries that have not been collected or re-arranged deliveries or deliveries where a signature has been obtained at the destination address). We will then instigate a claim against the carrier and re-send any lost items to you.

9. Ownership

Ownership of goods transfers to you once we receive payment in full for the goods along with any associated delivery charges. You will become responsible for the goods at the time of the first attempted delivery.

10. Prices and Payment

  1. The price you pay for the goods is that which prevails at the time you confirm your order. The following applies:
  2. We reserve the right to change prices, without prior notice, to reflect any alterations made by our suppliers, changes in taxation or the addition of duties.
  3. If prices shown on the web have been misrepresented or are incorrect in any way you will be informed of the correct price and given the right to amend or cancel your order. If we have already delivered the goods then you have the right to return the goods and receive a full refund of the price along with any delivery charges.
  4. Prices shown for the UK are inclusive of value added tax (VAT) unless otherwise stated or chosen. Prices shown for export do not include VAT or duties but if these or any other local taxation is due then you agree to pay them.
  5. Payment is required at the time of ordering.
  6. Special offers represented on the site cannot be used as part of any other offer or coupon discount.
  7. Special offer discounts are applied to prices net of P&P and VAT.
  8. Bulk discounts applied to handed handles are per hand.

11. Liability/Third Party Claims

  1. Handlestore shall not be liable, in contract, tort or otherwise, for any representations, advice or assistance given (under this contract or otherwise, and whether before or after the date of the contract) by or on behalf of Handlestore Ltd in connection with the goods or the contract.
  2. The customer shall indemnify Handlestore Ltd against any liability incurred by Handlestore Ltd in relation to any third party claims arising from the use made of or dealings by the customer in the goods (irrespective of whether they involve the negligence of Handlestore Ltd, its agents or employees).
  3. Save as expressly provided herein and without prejudice to any other limitation of Handlestore’s liability (whether effective or not), the full extent of Handlestore’s liability shall be as provided in the foregoing points:
  4. Handlestore’s total aggregate liability in connection with the goods or the contract (in contract, tort or otherwise and whether or not related to any negligence or other act, default or omission of Handlestore Ltd or its employees or agents) is limited to the invoice price for the goods, ex-works and ex-VAT.
  5. In no circumstances whatsoever shall Handlestore Ltd be liable (in contract, tort or otherwise and whether or not related to any negligence or other act, default or omission of Handlestore Ltd or its employees or agents) for any indirect or consequential losses (including loss of goodwill, business or anticipated savings), loss of profits or use, or any third party claims, in connection with the goods or the contract.
  6. Where the customer suffers loss attributable to a component part of the goods which was manufactured by a third party, Handlestore Ltd shall endeavour to pass onto the customer any warranty it obtained in respect of the same.
  7. Save as expressly provided herein, Handlestore Ltd will have no further or other liability in respect of any direct or consequential loss or damage sustained by the customer, arising from or in connection with any defect, failure or error in the goods and all other warranties, obligations, representations, liabilities, terms and conditions (whether express or implied) in connection with the goods (including, without limitation, any relating to satisfactory quality, fitness for purpose, conformity with description or sample, care and skill or compliance with representations, but excluding implied statutory warranties relating to title) are hereby expressly excluded.
  8. Nothing in these terms shall exclude or restrict any liability that Handlestore Ltd may have by virtue of any updated Consumer Protection Act or Distance Selling regulations that may apply.

12. Information on our Web Site

  1. In the event that our web site may contain inaccuracies or errors we will not accept any liability for such incorrect information or its representation and neither shall any element of the site prove conditional or construed under a warranty representation. We reserve the right to change or update information without any prior notice. Manufacturers sizes may vary by tolerances conducive to the manufacturing process used and we cannot be held responsible for any such discrepancies or tolerances to those sizes published.
  2. Any goods purchased that are unsuitable, based on incorrect information published on our website, can be returned within 28 days for a refund. We cannot be held responsible for manufacturers changes to specifications or updates to models.
  3. Customer Review star ratings are based on the current rating as determined by Feefo, an independent and affiliated third party.

13. Product Guarantees

  1. Where a manufacturer supplies a guarantee specific to the product you have purchased that extends beyond our own guarantee, we will contact the manufacturer directly in the event of product failure. Guarantees shall not apply to any part which has been incorrectly fitted, adjusted or operated, or any part which has been subjected to operating forces or any climatic conditions such as coastal or high pollutant areas beyond the normal recommended levels  as supplied and tested by the manufacturer. Surface finishes are not guaranteed unless provided by the manufacturer in the form of resistance coatings such as PVD and these are shown where applicable.
  2. Goods must be returned to us for evaluation of any mechanical defect and this may involve the manufacturer at our discretion to determine the cause of the problem.
    Goods that have been subject to excessive wear and tear or accidental damage will not meet the terms of any guarantee.
  3. In most other cases we will repair or replace goods that are faulty due to mechanical defects within six months of delivery, however replacement will be entirely at our discretion.
  4. In the case of failing door locks we reserve the right to have an independent assessment carried out to ascertain the cause of such problems. If it is found that the cylinder is not at fault we cannot replace or refund the item/s and a call out charge may apply for 3rd party costs (charge amount to be agreed by the customer). Customers must inform Handlestore Ltd straight away and in any case within 24 hours that such problems exist and no attempt must be made to destroy the product in any form without written authorisation from Handlestore Ltd.
  5. Products made from brass are not guaranteed against tarnishing unless coated with PVD and no finish guarantee exists for chrome plated or other finishes on products unless stipulated by the manufacturer otherwise. This does not in any way affect your statutory rights.
  6. Mechanical guarantees offered on window hinges, uPVC door handles and uPVC letterboxes are the subject of 10 year mechanical guarantees for products purchased from 1st December 2011 and are subject to the terms and conditions provided by the manufacturer and are subject to change without notice. Such mechanical guarantees apply to Paddock Welseal letterboxes, Securistyle Defender window hinges, Hoppe uPVC door handles.
  7. Millenco Magnum cylinders that have become Yale Magnum locks are the subject of 10 year mechanical guarantees from the manufacturer Yale from the 23rd october 2012. Lifetime mechanical manufacturer guarantee exists on Millenco Magnum locks only prior to this date.

14. Privacy

Please review our seperate Privacy Policy 


Please review our seperate Cookies Policy

15. Copyright

  1. Handlestore Ltd registers all of its work on a regular basis to ensure all images, logos, layouts and text are protected.
  2. Our work is registered with the UK Copyright Service registration number: 259461 and is protected by UK and International Copyright Law. It is our policy to use the law to its fullest extent in instances where permission has not been sought to reproduce any of our copyrighted material shown on this website or through third parties or other mediums.

16. Email Policy

  1. By entering our site you agree that all email communication by us to you is provided in good faith and we cannot be held responsible for any errors or omissions. Further our opinions expressed in emails or any attachment may not necessarily represent the views of Handlestore Ltd and email comments and any files transmitted with it are confidential and contain privileged or copyright information.
  2. You must not present our email message to another party without gaining permission from the sender. If you are not the intended recipient you must not copy, distribute or use our emails or the information contained in them for any purpose other than to notify us. If you receive any messages in error, please notify the sender immediately, and delete our email from your system.
  3. We do not guarantee that our material is free from viruses or any other defects although duecare has been taken to minimise the risk.
  4. E-mail Security: Communication by internet email is not secure as messages can be intercepted and read by someone else. Therefore we strongly advise you not to email any information, which if disclosed to unrelated third parties would be likely to cause harm or distress. If you have an enquiry of this nature please provide a postal address to allow us to communicate with you in a more secure way. If you want us to respond by email you must realise that there can be no guarantee of privacy. 

17. Complaints

  1. We hope you will never have reason to complain but if you do you should contact Customer Support first by email. We'll try and resolve your issue quickly but it may take longer depending on the nature of the query.
  2. We will consider your complaint resolved if we do not hear back from you within 28 days of the complaint being responded to. Any complaint made after this time will be considered a new complaint.
  3. All complaints regarding orders must be raised from the order initiator and if the complaint is raised by email then the same email address must be used. Customers please note that under our Privacy Policy and the requisite GDPR law we can only deal with the person that placed the order.
    If you are not happy with our our response to your complaint you can ask us to reconsider the issue. You also then have the option to speak with a Supervisor or Manager. If you are still not happy that your complaint is resolved then you can escalate it to our Complaints team.
  4. You can get independent advice from the Citizen Advice Bureau, Consumer Advice Centre and Trading Standards. We are happy to work together with these organisations but would always ask that you contact us first to reach a resolution more quickly.