Your Right to Return
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
However, because all our products are made to order and custom-sized to your specifications, we cannot accept returns for change of mind once production has started.
Cancellation Before Production
You can cancel your order and receive a full refund if:
- You cancel within 24 hours of placing your order
- Production has not yet started in our workshop
To cancel, email [email protected] with your order number as soon as possible.
⚠️ Once production begins, cancellations cannot be accepted as the product is custom-made to your exact measurements.
Damaged or Faulty Goods
If your order arrives damaged or faulty, we will replace or refund it at no cost to you. Here's what to do:
- Photograph the damage: Take clear photos of the product and packaging
- Contact us within 48 hours: Email [email protected] with photos and your order number
- We'll arrange collection: We'll collect the faulty item at no cost to you
- Replacement or refund: We'll send a replacement or issue a full refund including delivery costs
Wrong Item Delivered
If we've sent you the wrong product (e.g., wrong colour, wrong size), we'll arrange to collect it and send the correct item at no cost to you.
Please contact us within 48 hours of delivery if this happens.
Incorrect Measurements
We cannot accept returns if you provided incorrect measurements when ordering. Please double-check your floor-to-ceiling height before placing your order.
If you're unsure how to measure, contact us — we're happy to help.
Refund Timeline
Once we've received your returned item (if applicable), we'll process your refund within 5–7 working days. Refunds are issued to the original payment method.
Questions?
If you have any questions about returns or refunds, please contact us or call 0800 000 0000.