Refund policy

If you change your mind

Things happen, and sometimes you might change your mind about your order. Here are our policies around returns and refunds.

For consumers, making a purchase for their personal use, your normal consumer right to change your mind within a 14 day cooling off period does not apply to purchases made from our website. This is because the products we provide are bespoke to you, and have been specifically designed at your request. You are therefore not entitled to a refund if you change your mind.

This does not affect your rights as a consumer if the product isn’t of satisfactory quality, fit for purpose or as described on our website. In such a case, you may receive a refund, repair or replacement product within 30 days of you receiving the product. After the 30 day period, you are entitled to a repair or replacement only. Please contact us if you have any issues with the quality, fitness or description of the product you have received.

No customer can cancel an order once we have started manufacturing it.

If there is a fault with our products, please let us know as soon as possible, and we will arrange for the faulty product to be collected from your original delivery address, and arrange for a repair or replacement to be provided. This allows us to inspect the fault, in order to learn and improve our processes.

If you do not wish to return the product, we cannot provide a repair or replacement to you.

Only in exceptional circumstances, and in our discretion, will you be permitted to keep the product, and we will send a replacement without the faulty item being returned.