Refund policy

🛠 Made-to-order items

Most of our products are custom cut specifically for you.

That means:

  • there is no “off the shelf” stock

  • each panel is made based on the sizes you provide

So please double-check your measurements before ordering — and if in doubt, ask us, we’re happy to advise.

📦 Packaging

Wood can be heavy and vulnerable to knocks, so we:

  • protect edges and corners

  • wrap panels securely

  • use reinforced packaging for larger items

If your parcel arrives damaged, take photos of the packaging and the item and contact us as soon as possible so we can put it right.

🔁 Returns & refunds

Because most of our items are custom made to your measurements, they are generally not eligible for return unless there is a fault or we have made an error.

This is standard for bespoke and made-to-order goods.

However:

👉 If we’ve made a mistake, we will remake or refund — no quibbling
👉 If your order arrives damaged, we will resolve it with you quickly

Your satisfaction matters to us and we will always be reasonable.

🧮 If you ordered the wrong size

If you provided incorrect measurements:

  • we can’t usually resell your item

  • this means we normally can’t accept a return

But contact us anyway — we can often:

  • recut at a reduced cost

  • help you work out the best solution

📨 How to contact us

If there is any issue at all, please contact us:

  • via your order confirmation email reply, or

  • through our website contact form

Please include:

  • your order number

  • photos if the item is damaged or incorrect

  • a brief description of the problem

We will always do our best to resolve things quickly and fairly.

✔ Summary

  • Made-to-measure items are non-returnable unless faulty

  • If we make a mistake, we fix it

  • If your order is damaged in transit, we replace or refund

  • We’re a small workshop — you’ll deal with real people who care