Refund policy

Made to order

Every piece is built for one person after they order it, and cannot be resold to anyone else. For that reason we do not accept returns or exchanges for a change of mind.

This is not a policy we enjoy, and it is why we take trouble before we start. We send a render of custom pieces before anything is cut, and we would far rather talk you out of a choice you will regret than build it and be right about it.

Payment

Payment is taken in full when you order. We buy material and begin work on the strength of it.

Changes and cancellations

Tell us before work begins and we will do what we can. Species, dimensions, edge profile and finish can all be adjusted up to the point where we start cutting.

Once a piece is in progress it cannot be changed or cancelled. The material has been bought and cut to your specification, and it cannot be put back.

Damage in transit

Inspect your piece as soon as it arrives, before moving it or unpacking it fully.

If it has been damaged in transit, get in touch through our contact form within 48 hours of delivery with photographs of both the piece and the packaging it came in. We will repair it, remake it or refund you, whichever suits the damage and suits you. Where a piece needs to come back to us, we cover the return shipping.

Keep the packaging until the matter is settled. Freight claims are difficult to make without it, and the crate is often the only evidence of how damage occurred.

Faults in workmanship

If you find a fault in the workmanship, tell us within 7 days of delivery and we will put it right. We built it, and we would rather repair it than have it sit in your house annoying you. Return shipping is on us.

A hardwax oil finish is the most repairable finish there is, so most problems can be fixed in place without the piece leaving you. Where that is not possible, we will take it back.

What is not a fault

Solid wood is a natural material and behaves like one.

Grain and color vary board to board, so your piece will not match its photograph exactly. Every species shifts in tone over the first year or two as it reacts to daylight: walnut lightens, oak and cherry deepen, maple warms. Wood takes on moisture in humid months and gives it back in dry ones, so a piece expands and contracts very slightly through the year.

None of that is a defect. It is the material doing what it has always done, and it is why a solid piece outlasts a veneered one by decades. A crack, a cupped surface, a failed joint or a wobbling base is a defect, and if you see one, tell us.

Refunds

Where a refund is agreed, it goes back to your original payment method within 10 business days of us receiving the piece or agreeing the claim. Your bank may take a few days longer to show it.

Contacting us

Get in touch through our contact form, including your order number and photographs where relevant. We aim to respond within two business days.