Refund policy
Returns & Refund Policy
Custom & Made-to-Order Items
All products sold through our website are made to order and produced specifically for each customer after purchase.
Due to the bespoke nature of these items, we do not accept returns or exchanges once production has begun.
Under UK Consumer Contracts Regulations (2013) and EU Consumer Rights Directive (2011/83/EU), custom-made or clearly personalised goods are exempt from the 14-day cooling-off period. By placing an order, you acknowledge and agree that your item is produced specifically for you and cannot be cancelled or returned once work has commenced.
This policy is clearly stated on each individual product listing and forms part of the purchase agreement.
Faulty or Damaged Items
We take great care in producing and packaging our items. However, if your order arrives damaged, defective, or incorrect, please contact us as soon as possible so we can resolve the issue.
To be eligible for assistance:
-
You must notify us within 48 hours of delivery
-
Clear photographs of the item and packaging may be required
-
The item must not have been altered or modified after receipt
Where a fault or damage is confirmed, we may offer:
-
A replacement
-
A repair
-
A partial or full refund (where appropriate)
This does not affect your statutory rights under UK consumer law.
Non-Returnable Items
The following items are not eligible for return or exchange:
-
Made-to-order or custom items
-
Commissioned or personalised products
-
Items where production has already begun
-
Items damaged due to misuse, modification, or improper handling after delivery
Cancellations
Orders may only be cancelled before production has started. Once production begins, cancellation is no longer possible due to the custom nature of the item.
If you need to request a cancellation, please contact us immediately after placing your order.
Contact Us
If you have any questions or concerns regarding your order, please contact us via our website or order confirmation email. We aim to respond promptly and resolve any issues fairly and professionally.