Refund and Returns Policy

General Policy

  • All items are sold “as seen” and no automatic refunds are guaranteed.
  • However, we may offer a 30-day exchange policy on request, subject to conditions.

Statutory Cancellation Rights (Distance Selling, Consumer Contracts Regulations)

  • If you are a consumer (not a business), you have the right to cancel your order before dispatch, or within 7 days of receiving goods, for a full refund (excluding return postage), as long as goods are returned in good condition.

  • If cancellation occurs after 7 days, a restocking charge (e.g. 25 %) may apply, and you may be responsible for return transport costs.

How to Request a Return or Exchange

  • You must notify us within 7 days (or within the 30-day exchange window if applicable) of your intent to cancel, return, or exchange.
  • Use our contact email/telephone (or the contact form) to register your request.
  • Return items in good condition, ideally in original packaging, unless faulty.
  • Return shipping is at your cost unless the goods are faulty or we accept full responsibility.

Refunds

  • Refunds (when approved) will normally be issued within 14 days of receipt of returned goods.
  • Refunds will be made to your original payment method.
  • We reserve the right to deduct handling or restocking charges (as permitted by law) for returns not caused by us (e.g., unwanted goods).

Faulty / Damaged Goods

  • If goods arrive damaged or faulty, notify us immediately, retain evidence (photos, packaging) and follow our instructions.
  • If the fault is ours, we will cover return costs, and will repair, replace or refund as appropriate.
  • Note: Because oak is a natural product, characteristics such as cracks, splits, movement, twisting, colour change or insect marks can develop or be present — these are not always considered defects.

Exclusions & Custom Orders

  • Custom-cut, bespoke or made-to-measure products are excluded from the standard cancellation right once fabrication or dispatch has begun.
  • Where damage or defects are due to misuse, poor installation, or environmental exposure after delivery, we cannot accept liability.