Because we specialize in bespoke joinery—including made-to-measure wardrobes, custom kitchen fittings, and architectural timber framing—our policies are designed to respect the unique nature of custom craftsmanship and the UK Consumer Rights Act 2015.
Bespoke & Custom-Made Goods
Under UK law, items that are custom-made, altered, or built to your exact individual specifications are exempt from standard statutory return or cancellation rights once manufacturing has commenced.
- Materials: Once timber, cabinetry, or components have been precision-cut or finished specifically for your home’s unique dimensions, they cannot be returned or refunded.
- Changes to Design: If you wish to modify a custom design, please notify us immediately. We will accommodate changes wherever possible, but you will be responsible for the cost of any materials already ruined or custom-cut.
Deposits & Project Cancellations
To secure your booking in our schedule and purchase initial project materials, we require a deposit before work begins.
- Cancellations by You: If you cancel your project before any specialized materials are ordered or custom workshop fabrication has started, your deposit may be refunded minus a minor administration fee. If work or material ordering has commenced, the deposit becomes non-refundable to cover trade costs.
- Cancellations by Us: In the highly unlikely event that we must cancel a project due to unforeseen emergencies, you will receive a full, 100% refund of any deposit paid.
Workmanship & Material Defects
Your satisfaction is our absolute priority. If you believe a service we performed or a timber element we installed has a defect:
- Report It: Contact us within 30 days of project completion.
- Inspection: We will visit your property to inspect the issue.
- Remedy: If the defect is due to faulty craftsmanship or defective materials supplied by us, we will repair, adjust, or replace the item entirely free of charge.