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Merry Christmas - We are now taking orders for delivery in January by courier service. Collection of orders from the workshop in Essex may be possible subject to manufacturing lead time and by prior arrangment - Please contact us for availability and lead time
Returns policy
We refer to order(s) in this returns policy as any good(s), item(s) or product(s) that are purchased from us that form an order

14 day returns

Please contact us within 14 days of receiving your order if you wish to make a return for standard stocked item(s)

Returning an order to our workshop

The customer is responsible for any costs associated with returning an order to our workshop in Hockley, Essex (unless the order is damaged or defective)

We will provide the full workshop address to send to in order to return an order; we don't publish the workshop address on our website because visits are by appointment only as it is a manufacturing environment. We recommend that you return an order to us using a traceable shipping service and or purchase shipping insurance so that there is proof of sending so returns can be tracked. We don’t guarantee that we will receive your returned order unless it is signed for by a member of our staff

Refund or exchange for good(s) damaged in transit

This is very rare because orders are very well packaged and we use our own transport or a reliable and trusted 3rd party signed for courier service that we have worked with for many years

If you suspect or can see the order\goods are damaged on arrival please carefully inspect all good(s). If it is not practical to inspect an order please sign for the order with the wording UNCHECKED or DAMAGED. If the order is damaged you can refuse to take delivery of the order or when signing sign for as DAMAGED and indicate what the damage is

We recommend taking photo(s) of the damage on arrival if possible because it will be time stamped and it may be useful later if the courier later requests photographic evidence

Time is of the essence because we must notify the courier as soon as possible if good(s) have been damaged in transit in order to start a claim for compensation. Normally it is acceptable to notify us within 24 hours if you have photographic evidence of the damage but the sooner we notify them the better chance we have of making a successful claim

While we are processing a compensation claim with the courier we will work with you to provide replacement good(s) or will process a refund

Inspecting an order when it is returned

When we receive a return we inspect the good(s) and packaging. An order must be returned to our workshop in re-sellable condition with all of the original packaging material and contents to be eligible for a full refund. We process a full refund when a order is in re-sellable condition and restock the good(s) so that they can be resold

There are certain situations where we may only offer a partial refund or reject a refund following an inspection. Some common situations include but are not limited to those below:

- Any good(s) that have been damaged, installed, deteriorated by excessive handling or mishandling or in generally poor condition and are not deemed in re-sellable condition because of a degradation to their condition caused by the customer
- Missing parts or packaging
- Incomplete returned orders

If we offer a partial refund or reject a refund it represents the cost to repair good(s) to return them to re-sellable condition

Exchanges

If you need to exchange good(s) please notify us as soon as possible after placing an order or within 14 days of receiving good(s). We will do our best to work with you to reach an amicable resolution

Bespoke good(s) returns

Good(s) are bespoke when we have made them to order to a specific customer specification, modified them from their normal state or have finished them in a bespoke colour finish. It depends on the type of bespoke goods and the extent to which they have been personalized or finished for each individual customer. Where possible we may be able to offer a full or partial refund if good(s) can be converted back to a standard stocked product

Faulty or defective good(s)

If you believe good(s) are defective please contact us so that we can investigate

Contact

Please refer to our contact us page which is updated with our latest contact information to speak to us about a return or exchange

We generally don't offer refunds or exchanges if we are notified after 14 days of receiving an order unless the good(s) are defective or faulty. This is however at our discretion and we will always look to resolve a problem amicably and as reasonably as possible