Returns Policy – Bespoke Products
1. Exclusion of Cooling-Off Rights
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day cancellation right does not apply to goods that are made to the customer’s specifications or are clearly personalised. All bespoke or customer-made products are therefore non-refundable once production has commenced.
2. Faulty or Non-Conforming Goods
If a bespoke product is faulty, damaged upon delivery, or does not conform to the agreed specification, the customer must notify us in writing within 7 days of delivery. We reserve the right to inspect the goods and will, at our discretion, repair, replace, or refund the affected item.
3. Customer Responsibility
It is the customer’s responsibility to ensure that all specifications, dimensions, design details, spellings, and other requirements are correct at the time of order. We cannot accept returns or cancellations where errors arise from the information supplied by the customer.
4. Natural Variations
Variations inherent to natural materials (including, but not limited to, differences in grain, texture, ot colour) shall not consitute faults and are not grounds for return.
5. Exclusions
We do not accept returns where the customer has:
- changed their mind
- decided they no longer require the goods; or
- failed to provide accurate or complete specifications.
6. Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Right Act 2015