Made-to-Order Items
Most of our products are made to order and crafted specifically upon request. These items are not held in stock and are produced exclusively for each customer. As such, they are non-returnable and cannot be cancelled once production has started, in accordance with UK Consumer Contracts Regulations 2013 (Regulation 28(1)(b)), which excludes custom-made goods from the standard 14-day return right.
Made-to-order items are clearly labelled on the product page and at checkout. Please ensure all details, including dimensions and access requirements, are correct before placing your order, as modifications cannot be made once production has started. If you require further information on materials, finishes, or specifications, please contact us before ordering.
Cancellations for Made-to-Order Items
Cancellations can be made within 3 working days of ordering. After this period, the order will enter production, and a cancellation fee of up to 50% may apply, depending on the item and its stage of manufacture.
Stocked Items
For items held in stock and available for immediate dispatch, returns can be requested within 14 calendar days of delivery, provided the item is in its original packaging and in resalable condition. If an item has been used beyond what is necessary to inspect it (e.g., assembled or used), we may deduct an amount from the refund to reflect the diminished value.
The return of stocked items is the responsibility of the customer. Goods can be returned to our warehouse, or we can arrange collection at an additional cost. Large or fragile items may require specialist handling, and we reserve the right to nominate a courier for returns, with the cost passed on to the customer.
Returns outside the specified period, unless due to a fault or damage, may not be accepted. Should items need to be returned to you, a delivery fee will be charged based on the item’s size and destination.
Faulty or Damaged Items
If an item arrives faulty or damaged, please notify us within 48 hours of delivery. We will assess the issue and arrange the best resolution, which may involve a repair, replacement, or refund.
This does not affect your statutory rights. If an item is faulty, you have the right to reject it within 30 days of delivery for a full refund. If a fault develops within six months, we will arrange a repair or replacement in line with the Consumer Rights Act 2015. Should a replacement be needed, we will manufacture and deliver it as soon as possible.
If a return is required due to a fault, we will arrange and cover the return costs.
Delivery & Access Considerations
Before placing an order, please check that the item will fit through doorways, stairwells, and into the intended space. Orders are placed with the understanding that sufficient access has been confirmed.
If a delivery cannot be completed due to access limitations, any redelivery or return costs will be charged to the customer.
How to Request a Return
To discuss a return, please contact us. All returns must be authorised before being sent back, as unauthorised returns cannot be accepted.