At COMMAND Sales Store, we stand behind the quality of our premium door hardware and building products. If you’re not completely satisfied with your purchase of adhesive hooks, bathroom locks, or any other item from our extensive range, we offer a straightforward returns and exchanges process.

Our Returns Policy

You may return most unused items in their original packaging within 15 days of delivery for a full refund or exchange. Please note:

  • The item must be unused and in the same condition as when you received it
  • All original packaging and tags must be intact
  • A proof of purchase is required
Non-Returnable Items: For health and safety reasons, we cannot accept returns on the following products:
  • Adhesive products (Adhesive Hooks, Clips & Strips, Coving & Adhesives)
  • Custom-cut building materials (Cladding, Connectors & Bends)
  • Products that have been installed or used (Bathroom Locks, Door Furniture)

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Approval: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories.
  4. Ship Your Return: Send the package to our Manchester address (provided in your approval email) using a trackable shipping method.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Once your return is received and inspected (typically within 5 business days of arrival), we’ll process your refund or exchange:

  • Refund Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after approval
  • Bank Processing: Additional 3-10 business days depending on your financial institution

Note: Shipping fees are non-refundable for changed mind returns.

Exchange Process

For exchanges (size, color, or model changes):

  1. Follow the same return process above
  2. Clearly state in your email that you’re requesting an exchange and specify the replacement item
  3. We’ll ship the replacement item once the original is received (additional shipping charges may apply)

Damaged or Defective Items

If you receive a damaged or defective item (such as bent architrave or faulty door knobs):

  • Contact us immediately with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost
  • In some cases, we may request return of the damaged item

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear COMMAND Sales Store Team, I would like to request a return/exchange for my recent order (#[Your Order Number]) placed on [Order Date]. Item(s) to be returned: – [Product Name] (Quantity: X) – [Product Name] (Quantity: X) Reason for return: [Change of mind/Defective/Wrong item received/Other – please specify] I would like to: [Request refund/Exchange for [specify replacement product]] Additional notes: [Any special instructions] Attached are photos of the item(s) (if applicable). Thank you, [Your Full Name] [Your Contact Number]

Contact Us

For any questions about our returns policy or to initiate a return, please contact our Manchester-based team:

Email: [email protected]
Address: COMMAND Sales Store, 61 Portland St, Manchester, GB M2R 3HZ

This policy was last updated on [Insert Date] and applies to all regions we serve (excluding certain Asian and remote areas).