Bespoke furniture is, by definition, made for a single client. That fundamentally changes how returns and refunds work compared with a high-street retail purchase. This page sets out what is — and what is not — possible.
1. Cancelling a commission before deposit
A quotation does not create any obligation on either side. You can walk away from a quote at any point before you pay the fifty-percent deposit, with no charge of any kind. We will not contact you for repeat enquiries unless you ask us to.
2. Cancelling after deposit, before cutting
If you cancel after the deposit has been paid but before any timber or fabric has been cut, we will refund the deposit less a fifteen-percent administration fee. The fee covers drawings, swatch preparation, scheduling and material reservation. Refund is processed within seven working days of cancellation.
3. Cancelling after cutting has begun
Once frames have been cut or upholstery fabric has been cut, the piece exists only for you. We will offer one of two paths. Either we complete the build and you take delivery as planned; or we attempt to re-sell the piece through our stock-clearance channel and credit you the net proceeds against an alternative commission. We do not offer cash refunds at this stage.
4. Returns of bespoke pieces
Bespoke commissions, having been built to your specific dimensions and finish, are not eligible for return on a change-of-mind basis. We will, however, repair or remedy any defect that falls within our standard warranty (see the terms-and-conditions page for the full schedule).
5. Returns of stock-clearance pieces
Pieces sold from our stock-clearance channel (occasional cancelled commissions, ex-display pieces, prototypes) carry a different policy. These pieces may be returned within seven calendar days of delivery for a full refund less the actual transport cost of the return collection. The piece must arrive back at the workshop in the condition in which it was delivered.
6. Defective on arrival
If a piece arrives with a defect — transport damage, a finishing mark missed at QC, a fabric flaw we did not catch — we treat it as a priority. Write to [email protected] within seven days of delivery with photographs. Most defects are remedied on site by our delivery and upholstery team. In the rare case where the piece needs to come back to the workshop, we cover all transport.
7. How refunds are paid
Refunds are issued through the original payment channel within seven working days of agreement. Bank transfers may take a further one to three working days to clear depending on your bank. Credit-card refunds typically take five to ten working days to appear on your statement.
8. Goodwill
Beyond the formal terms above, our broad principle is to look after clients. If you have a concern that does not fit neatly into any of the clauses, raise it with us — in person at the studio or by email — and we will work towards a fair outcome.