Our online store carries two types of goods – “In-stock items” and “Bespoke items”. This is clearly marked in the product description. Different returns conditions apply to these different types of goods.
We want you to be happy with your purchase, but if you are unhappy with a product for any reason, just send it back to us and we’ll refund or replace – it is that simple. On receiving your goods please check your order within 7 days and inform us of any problems. Under the Distance Selling Regulations, if you buy a non-Bespoke item online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt. Items requiring collection will be only collected on the next delivery date in your area. In addition, we do not offer free returns and collection service or refund any postage cost. If returning your purchase by mail we recommend that you get proof of postage.
Bespoke items are made specially upon receipt of your order by the manufacturer. These items are non-returnable to the manufacturer once made, and for these items the Distance Selling Regulations do not require us to accept a return. We may, however, be able to sell it on to another customer if it is not damaged in any way, so please always contact us to see if this is possible.
Most of our products carry some form of manufacturer’s guarantee, but these guarantees do not cover accidental damage, misuse, lack of maintenance, rust or oxidation originating from scratches or abrasions, corrosion due to chlorinated or sea-front environments, changes to wood directly linked to ageing, and general wear and tear. Further details of manufacturer’s guarantees can be found in the Description section of each manufacturer (referred to as a “Creative” in our site). If you need help with any complaint please contact us directly.