Returns & Refunds

Bespoke furniture is, by its nature, made-to-order: every piece is cut, joined and finished to your specification, in the dimensions of your room. That changes how returns work compared with off-the-shelf goods, but it doesn’t mean you have no remedy if something isn’t right. This page explains what to expect.

Bespoke vs. off-the-shelf

Most of what we make is “goods made to your specification or clearly personalised” under the Consumer Contracts Regulations. That means:

• You don’t have an automatic right to cancel after we’ve started the build.
• You do have full rights under the Consumer Rights Act if the piece arrives faulty, doesn’t match what was agreed, or isn’t of satisfactory quality.

If something arrives wrong or damaged

Tell us within 14 days of install. The fastest route is to email [email protected] with photographs and the project reference shown on your invoice. We’ll usually:

• Repair the piece in your home, where possible — most snags are an hour’s work for one of our cabinetmakers.
• Where repair on-site isn’t possible, we collect, rework in the workshop, and refit at no cost.
• Where rework can’t bring the piece up to specification, we discuss a partial refund or rebuild in proportion to the defect.

Snags vs. faults

It’s normal for a hardwood door or drawer front to need a small adjustment in the first months while the timber settles to your home’s humidity. We don’t treat that as a fault — we treat it as routine aftercare and we’re happy to come back and tune things at no charge. Your one-year aftercare visit covers this kind of work.

Cancelling a commission

You may cancel in writing before we begin construction. The 30% deposit covers design hours and any materials we’ve already ordered for your project; once construction has started, materials and labour committed to your job are non-refundable. We’ll always tell you, transparently, what stage we’re at when you ask.

How refunds are issued

If a refund is agreed, we issue it to the same payment method you used, normally within 14 working days. Bank transfer refunds may take a further 1–3 days to clear depending on your bank.

Aftercare visit

Roughly one year after install we get in touch to schedule a free aftercare visit: tightening hinges, easing drawers, oiling timber that has dried, retouching the occasional knock. It’s the moment we look the piece over and confirm it’s wearing in the way it should.

Need help?

For anything that isn’t covered here, write to us. The team that built your piece is the same team that will read your message — we prefer it that way.