Refund policy

Damaged, defective or incorrect goods

Your statutory rights apply to custom pieces as well as standard products. Where goods fail the Consumer Protection Act’s quality requirements, you may return them within six months after delivery and choose repair, replacement or a refund, without penalty and at the supplier’s risk and expense.

If a repair fails to resolve the problem, or another defect appears within three months after that repair, the CPA provides for replacement or a refund. These periods do not limit other applicable rights or any additional warranty that actually applies to your purchase.

Please inspect your pieces on arrival and tell us promptly about damage, defects or incorrect supply. Photos are helpful if available. Signing a delivery note or not reporting a problem immediately does not waive your statutory rights.

Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act (ECTA) applies, you may cancel without a reason or penalty within seven days after receiving goods, or seven days after concluding a service agreement. This includes eligible standard products, such as a leather bag that is not personalised.

For this type of cancellation, only the direct cost of returning goods may be charged. Payments must be refunded within 30 days of cancellation. The exceptions below concern change of mind, not defective goods; other applicable cancellation and return rights remain available.

Custom-made furniture: no change-of-mind returns or refunds

For custom-made furniture and other goods made to your agreed specifications or clearly personalised, we do not accept change-of-mind returns or offer change-of-mind refunds.

This does not limit remedies for goods that are defective, unsafe, damaged or not as agreed, remedies for our breach or non-performance, or any legally applicable cancellation rights. Custom manufacture does not remove those rights.

ECTA’s seven-day cooling-off exception applies to goods made to your specifications or clearly personalised. Standard products are not custom merely because they are ordered in, made after an order is placed or labelled “made to order”. The actual agreed specifications determine the classification, not a collection name.

Changing or cancelling an order

Contact the studio as soon as possible, particularly before materials are cut or production starts. We will check progress and confirm whether a requested change is possible, with any revised specification, price and timing. Sending a request does not itself confirm a change.

Cancellation rights and any amount lawfully payable or refundable depend on the order and applicable law. There is no automatic forfeiture of all money paid simply because you request cancellation.

Where you are legally entitled to cancel for our breach or non-performance, we will refund amounts legally repayable, including any refundable deposit, within the applicable statutory period. A change-of-mind restriction or charge does not apply merely because you exercise that right. Other cancellation rights, including for qualifying direct-marketing sales or legally required disclosure failures, remain available where applicable.

Consultations and design services

Check cancellation and rescheduling terms in your individual quote before accepting, and contact us if your plans change. Sending an enquiry alone does not book a visit or incur a fee.

ECTA’s service cooling-off exception applies where work begins with your consent during the seven-day period. Accepting a quote is not a blanket waiver of rights. Where the CPA applies to unsatisfactory services, you may require the failure to be remedied or a reasonable portion of the price refunded, according to the extent of the failure.

Arrange a return or refund

Email [email protected] with your order or project reference and the reason for your request. We will help arrange the appropriate assessment and return or collection details. Confirm the return address with the studio before sending goods.

The studio arranges refunds through the provider that processed the original payment. A cancellation request or an order marked cancelled is not confirmation that money has been returned. Applicable statutory refund deadlines still apply.