Returns and Exchange Policy

(UK Consumer Rights Act 2015 Compliant)

This policy operates in addition to, and does not affect, your statutory rights under the UK Consumer Rights Act 2015.

Returns, exchanges, and cancellations are accepted strictly in accordance with the conditions outlined below.

• Returns or exchanges must be requested within 5 days of delivery. 
• Returned items must be shipped back within 14 days of delivery. 
• Cancellations must be requested within 2 days of purchase.
   

Requests made outside of these time frames may not be accepted.

Unless an item arrives damaged or defective (as defined below), the following items are not eligible for return or exchange:

• Custom or personalised items (as defined below) 
• Sale items
   

Damaged Item

A damaged item is defined as a product that has sustained physical damage as a direct result of mishandling by a courier during transit, and where such damage is beyond what can reasonably be repaired.

For custom-made or commissioned products, repairs will always be considered as the first and preferred remedy. A refund will only be offered where the item cannot reasonably be repaired, and this determination will be made at the sole discretion of the maker. Where a repair is possible, no refund will be issued.

Damage that occurs after delivery, damage caused by misuse, neglect, improper handling, or failure to follow care instructions does not constitute courier damage and will not be accepted as grounds for a return, exchange, or refund.

Defective Item

A defective item is defined as a product that has a manufacturing fault or structural failure that was present at the time of dispatch and renders the item unsafe, unfit for its intended purpose, or unusable, despite normal and intended use.

Defects do not include:

• Natural characteristics or variations in reclaimed or natural materials (including but not limited to wood grain, colour variation, knots, or minor surface imperfections) 
• Wear and tear resulting from normal use 
• Damage caused by improper use, modification, or failure to follow care or usage instructions

For custom-made or commissioned products, repairs will always be considered as the first and preferred remedy. A refund will only be offered where the item cannot reasonably be repaired, and this determination will be made at the sole discretion of the maker. Where a repair is possible, no refund will be issued.

Damage that occurs after delivery, damage caused by misuse, neglect, improper handling, or failure to follow care instructions does not constitute courier damage and will not be accepted as grounds for a return, exchange, or refund.
 

• Buyers are responsible for all return shipping costs, unless the item is confirmed to be defective or irreparably damaged on arrival.
   
• Items must be returned in their original condition, meaning the condition in which they were originally shipped.
   
• If an item is returned in a condition that results in a loss of value (including damage caused by misuse, mishandling, or inadequate packaging during return shipping), the buyer will be responsible for that loss in value.
   
• If an item arrives damaged, the buyer must notify the seller as soon as reasonably possible after delivery. Failure to report damage promptly may result in the buyer being held responsible for repair or replacement costs.
   

A custom or personalised item is defined as any product that has been altered or created at the buyer’s request, including but not limited to:

• Changes to an existing product’s design, shape, dimensions, or structure
   
• Additions or modifications made to an existing design
   
• Commissioned items, where a product is designed and made specifically to the buyer’s requirements
   

For commissioned items, the buyer is responsible for clearly specifying all required measurements and design details. Where measurements or specifications are not provided, reasonable design decisions will be made by the maker, and this will not constitute grounds for return or exchange.

As the designer and maker, I reserve the right to make minor adjustments or alterations within the scope of the agreed specification where necessary to ensure the product is safe, functional, and fit for its intended use, and will not be carried out with buyer consultation unless specified in advance of any work being carried out. 

By placing an order and completing payment in full, the buyer confirms acceptance of the terms and conditions set out above. These terms apply to all purchases and operate in addition to the buyer’s statutory rights under the UK Consumer Rights Act 2015.