Due to the nature of our products, all returns are subject to the terms set out below. Please read this policy carefully before placing an order.
1. Right to Cancel (Standard Items Only)
For standard, non-bespoke items, customers have the right to cancel their order within 14 days of delivery, in accordance with the Consumer Contracts Regulations.
To qualify for a return:
- Items must be unused
- Items must be returned in original packaging
- Items must be in a resalable condition
We reserve the right to refuse returns that do not meet these conditions.
2. Bespoke, Made-to-Order & Custom Products (No Right to Return)
- Bespoke, made-to-order, or customised items are non-returnable and non-refundable, unless they are faulty or damaged on arrival.
- This includes, but is not limited to:
- Custom sizes or dimensions
- Custom finishes, colours, or materials
- Products manufactured specifically to customer specifications
- Any item not listed as a standard stock product
Once production has commenced, orders for bespoke items cannot be cancelled.
3. Return Authorisation
All returns must be authorised in advance.
Customers must contact us within 14 days of delivery to request a return.
Returns received without prior approval may be rejected and returned to the sender at the customer’s expense.
4. Return Shipping & Responsibility
- All return shipping costs are the responsibility of the customer
- Items must be returned using a tracked and insured courier or pallet delivery company
- The customer is responsible for the item until it is received by us
We accept no liability for items that are lost, delayed, or damaged during return transit.
5. Condition of Returned Items & Damage Charges
Returned items must be securely packaged to prevent damage.
If an item is returned:
- Damaged
- Scratched
- Marked
- Incomplete
- Or not in its original condition
We reserve the right to:
- Deduct repair, refurbishment, or replacement costs from the refund
- Refuse a refund entirely where damage is significant
Damage caused during return transit will be charged to the customer.
6. Free Delivery Threshold & Returns
Free delivery is offered on orders with a value of £300 or more, calculated based on the final retained order value.
If returned items reduce the retained order value below £300:
- The original delivery charge will be deducted from the refund
7. Refund Processing
Refunds will only be issued once returned items have been:
- Received
- Inspected
- Approved
Approved refunds will be processed to the original payment method within 14 days of receipt.
Original delivery charges are non-refundable unless the item is faulty or incorrect.
8. Faulty or Damaged Items on Delivery
Items must be inspected upon delivery.
If an item arrives faulty or damaged:
- Notify us within 24 hours of delivery
- Provide clear photographs of the item and packaging
Failure to report damage within this timeframe may affect your ability to make a claim.
Where a fault is confirmed, we will offer a repair, replacement, or refund in line with your statutory rights.
9. Commercial & Trade Orders
Orders placed for commercial, trade, exhibition, or business use are non-cancellable and non-returnable, unless agreed in writing prior to purchase.
10. Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Need help?
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