Return and Refund Policy

At FORM&HOLD, we want you to be confident in your purchase. Because some of our products are made, finished or prepared specifically for each order, return eligibility depends on whether the product is a standard in-stock item or a made-to-order or bespoke item.

Please review this policy carefully before placing your order.

CANCELLATIONS

Once an order has been placed, we cannot guarantee that changes can be made.

If you need to update your contact or delivery information, please contact us as soon as possible at contact@formandhold.com.

If you wish to cancel your order, please contact us immediately. We will make every reasonable effort to accommodate your request; however, once an order has entered processing, production, finishing or dispatch, cancellation may no longer be possible.

A cancellation is only confirmed once you have received written confirmation from FORM&HOLD.

Made-to-order, bespoke or customized products cannot normally be cancelled once production has commenced.

RETURNS FOR STANDARD IN-STOCK & RETURNABLE ITEMS

For eligible standard in-stock products returned due to a change of mind:

  • Within 14 days of delivery:
    A refund will be issued to your original payment method, less a 20% inspection, handling and repackaging fee.

  • More than 14 days but less than 30 days after delivery:
    A FORM&HOLD Gift Card will be issued for the eligible return value, less a 20% inspection, handling and repackaging fee.

  • 30 days or more after delivery:
    Change-of-mind returns will not be accepted.

Customers are responsible for arranging and paying for return shipping unless the product is confirmed by FORM&HOLD to be defective, damaged or incorrectly supplied.

Standard In-Stock Long Pull Handles

Standard long pull handles that are clearly listed as in stock and have not been customized, modified or specially finished are eligible for return under the same conditions as other standard returnable products.

The length of a standard in-stock pull handle alone does not make it non-returnable.

Return Inspection

All returned products are inspected after arrival.

To qualify for a refund or FORM&HOLD Gift Card, products must be:

  • Unused

  • Uninstalled

  • Unmodified

  • In their original condition

  • Complete with all parts, fixings and accessories

  • Returned in the original packaging wherever reasonably possible

Products that do not meet these requirements may be rejected.

NON-RETURNABLE ITEMS

The following products are not eligible for change-of-mind returns:

  • Made-to-order products

  • Made-to-order long pull handles, regardless of length

  • Bespoke or customized products

  • Products manufactured or modified to customer specifications

  • Custom sizes, lengths or configurations

  • Custom finishes or specially requested finishes

  • Engraved, branded or personalized products

  • Products altered from a standard stocked specification

  • Products specifically marked Final Sale or Non-Returnable

  • Sale or clearance items

A normally returnable in-stock product will become non-returnable if it has been resized, refinished, modified, engraved or otherwise customized at the customer's request.

For clarity, a standard in-stock long pull handle remains returnable under our standard return conditions, provided it has not been customized or modified.

This section does not affect any rights you may have under applicable consumer protection laws in relation to defective, damaged or incorrectly supplied goods.

RETURN PROCESS

1. Request a Return

Before sending any product back, email contact@formandhold.com with:

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Photographs of the product and packaging where requested

Returns sent without prior authorization may be refused.

2. Return Authorization

Once your return request has been reviewed and approved, we will provide the appropriate return instructions and return address.

Please do not send products to our manufacturing, distribution or dispatch locations unless specifically instructed to do so.

Products returned to an unauthorized address may be rejected or may incur additional handling and forwarding charges.

3. Packaging

Products must be securely packed to prevent damage during return transportation.

Where possible, please use the original product packaging and protective materials.

The customer is responsible for ensuring that the returned product reaches us safely.

Products damaged during return transportation as a result of insufficient packaging may not qualify for a refund or Gift Card.

4. Return Shipping

Unless the return relates to a confirmed defective, damaged or incorrectly supplied product, customers are responsible for all return shipping costs.

We strongly recommend using a reliable, trackable and insured shipping service.

FORM&HOLD is not responsible for return shipments that are lost or damaged before they reach our return facility.

5. Customs Documentation for International Returns

For international returns, customers must clearly identify the shipment as Returned Goods on the applicable customs documentation and provide accurate information regarding the goods and original order.

Customers should not intentionally undervalue or incorrectly describe returned goods.

Any import duties, taxes, brokerage fees or customs charges caused by incorrect or incomplete return documentation may be deducted from the refund or Gift Card value where permitted.

DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

If your order arrives defective, damaged or incorrect, please contact contact@formandhold.com within 14 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the packaging

  • Photographs of the shipping label where relevant

Where appropriate, FORM&HOLD may offer:

  • A replacement

  • Replacement parts

  • A repair solution

  • A FORM&HOLD Gift Card

  • A refund

The appropriate resolution will depend on the nature of the issue and applicable consumer law.

Please do not dispose of damaged products or packaging until we have completed our review, as additional photographs or information may be required for a carrier or insurance claim.

ITEMS NOT ELIGIBLE FOR REFUND

Unless required by applicable law, refunds will not normally be provided for:

  • Original shipping and delivery charges

  • Shipping costs included within a complimentary or free-shipping promotion

  • Products returned in a used or installed condition

  • Products damaged after delivery for reasons not caused by FORM&HOLD

  • Products with missing components, fixings or accessories

  • Products modified after delivery

  • Products customized to the customer's specification

  • Made-to-order products

  • Made-to-order long pull handles

  • Products listed under the Non-Returnable Items section

  • Products returned 30 days or more after delivery

  • Import duties, VAT, GST, brokerage or customs charges paid by the customer

  • Additional charges resulting from incorrect customs documentation on a return

REFUSED OR UNCOLLECTED SHIPMENTS

If a customer refuses delivery, fails to collect a shipment from a carrier collection point, provides an incorrect or incomplete address, or allows a parcel to be returned or destroyed due to non-collection, the order may not qualify for a full refund.

Any return freight, customs charges, carrier fees, storage fees or other costs incurred may be deducted from any refund or Gift Card value where permitted.

Made-to-order, bespoke and other non-returnable products remain non-refundable even if delivery is refused or the shipment is not collected.

REFUNDS

Once an approved return has been received and inspected, we will notify you by email.

For eligible returns received within 14 days of delivery, approved refunds will be processed to the original payment method, less the applicable 20% inspection, handling and repackaging fee.

Please allow up to 10 business days after approval for FORM&HOLD to process the refund.

After a refund has been issued, your bank, card provider or payment service may require additional time to display the transaction in your account.

Processing times are determined by your financial institution and are outside FORM&HOLD's control.

FORM&HOLD GIFT CARDS

For eligible change-of-mind returns made more than 14 days but less than 30 days after delivery, the approved return value will be issued as a FORM&HOLD Gift Card, less the applicable 20% inspection, handling and repackaging fee.

The Gift Card may be used toward future purchases from FORM&HOLD.

Gift Cards issued in place of a refund cannot normally be exchanged for cash, except where required by applicable law.

EXCHANGES

If you would like to exchange an eligible product, please contact contact@formandhold.com before returning the item.

Exchange eligibility is subject to the same conditions as returns.

Any difference in product price, shipping costs, duties or taxes may be payable by the customer.

Made-to-order, bespoke and other non-returnable products are not eligible for exchange unless the product is defective or incorrectly supplied.

Standard in-stock long pull handles may be eligible for exchange provided they meet the standard return conditions.

CONSUMER RIGHTS

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the consumer protection laws applicable to your purchase.

Where mandatory local consumer law provides greater rights than this policy, those statutory rights will apply.

QUESTIONS?

If you have any questions about cancellations, returns, exchanges or refunds, please contact us before placing your order:

Email: contact@formandhold.com
Website: formandhold.com