CAN I RETURN MY PRODUCT?

If you wish to return or exchange a standard, off-the-shelf item—where no custom finishes have been specified—you may do so within 14 calendar days of receiving your order. Please note that any refund will exclude the original delivery cost.

For your return to be accepted, the item must be in new, unused condition, with all original, unmarked packaging and product tags intact. “New and unused” means the item should show no marks or signs of wear. If the returned item does not meet these conditions, it will be sent back to you.

We are unable to accept returns for items that are made to order, personalised, bespoke, altered, or customised to your specifications. This policy is in line with Clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and Clause 28(b) of the Consumer Contracts Regulations 2013. ‘Made to order’ items are defined as those custom-produced according to your selected finishes and put into production based on your specifications. Please be aware that all ‘made to order’ items are clearly marked on their respective product pages.

Ensure that the item and finish you order meet your requirements, as changes to the order are not possible once production has commenced. This includes cases where the delivered item differs from your expectations, except when the supplied item or specifications do not match your order confirmation. It is also essential to verify that the item can be accommodated in your property. We assume that you have checked the product dimensions and confirmed that it will fit through all doorways, stairwells, and into the intended space.

HOW DO I CREATE A RETURN?

If you choose to return items, please note that you will be responsible for covering the return shipping costs. We strongly recommend retaining all original packaging to ensure the item is securely repackaged for transit. Additionally, you are responsible for insuring the goods during transit to ensure they arrive at our UK warehouse in perfect condition.

If preferred, we can organise the collection of any unwanted items. However, you will be responsible for the transportation charges. Should you agree to a collection date and subsequently fail to meet it, you will incur additional charges for each missed appointment.

Once the items are successfully returned, a refund will be processed to the original payment method, minus any applicable collection charges. The same procedures and guidelines apply if you wish to exchange your order. Collection and re-delivery charges will be incurred as needed, and any adjustments to your payment will be made accordingly.

RETURNING OUTSIDE THE RETURNS PERIOD

Should you return items outside the specified returns period, except in the case of faulty or damaged goods, we reserve the right to refuse a refund. If we need to send the items back to you, a delivery fee will apply, based on the nature of the products and your location.

CAN I CANCEL MY ORDER ONCE IT IS PLACED?

You may cancel your order, but certain conditions apply. If you wish to cancel, contact us via phone or email as soon as possible.

For standard items, you may cancel without issue. However, for bespoke or made-to-order products, a 48-hour processing window applies. Any changes or cancellations must be communicated to us within this period. After 48 hours, changes or cancellations are not permitted, as the manufacturing process will have already begun.

Due to the custom nature of these items, they are not kept in stock. Once your order has passed the initial 48 hours, it enters production and, owing to its personalised nature, cannot be changed or cancelled.

HOW LONG DOES IT TAKE FOR A REFUND TO BE PROCESSED?

Once we receive your returned item, your refund will be processed within 14 business days. We will confirm this via email. Depending on your bank’s policies, the refunded amount should appear in your account within 7 to 10 working days thereafter.

WHAT HAPPENS IF I RECEIVE A FAULTY OR DAMAGED ITEM?

If your item is delivered and the packaging is removed by our delivery team, you will be asked to thoroughly inspect the item. You will then be required to sign a Proof of Delivery note, confirming that the goods are in perfect condition. Please note that once this document is signed, we can no longer accept claims for damage.

In the rare event that you receive a faulty or damaged item, please contact us within 48 hours via email or phone. We will request photographic evidence of the issue, including images of the original packaging if possible. After assessing the situation, we will take prompt action to resolve the matter.