Legal
Last updated: 24 April 2026. How we handle returns, refunds and remediation for bespoke pieces commissioned from our workshop.
Every piece we make is built to your brief, in your timber, in your finish, in your fabric. That means we cannot simply restock and resell a piece if you change your mind after delivery. For that reason, our return policy is different from a typical retailer's — but we believe it is still fair and we are happy to talk you through how it works at any point before you confirm a commission.
If anything is damaged in transit or installation, tell us at delivery before signing for the piece. We will take the piece back to the workshop, repair or remake it, and redeliver at no cost to you. If the damage is discovered after sign-off, contact us within fourteen days with photographs and we will assess and repair or remake as appropriate.
If the piece as delivered materially differs from the drawings and specifications you signed off, we will either correct it on-site, take it back to the workshop for correction, or in extreme cases remake the piece at our cost. You are not obliged to accept a piece that does not match the agreed specification.
Bespoke pieces cannot be returned for a refund on the basis of a change of mind, because we cannot resell a piece built to your specific brief. That said, if circumstances have genuinely changed (a move, a renovation falling through, a serious life event) and you contact us before the piece is delivered, we will always try to find a sensible accommodation — including pausing the project, modifying the design or finding another home for the piece via our network of designers.
Workshop visits, initial consultations and indicative quotes are free of charge. We do not invoice for the brief and discovery stage of a project. The first payable invoice is the deposit on a signed fixed quote.
Deposits are refundable up to the moment we cut timber on your commission, less any documented design time and material reservation costs. Once the build has begun, deposits are non-refundable in respect of work already done, but we will always discuss a fair settlement based on stage of completion.
For warranty claims (frame or joinery within ten years; springs and webbing within five; upholstery within three), bring the piece — or, where impractical, send photographs — and we will repair, refurbish or remake at our cost. Wear, accidental damage and use outside the designed conditions are not covered. Out-of-warranty repairs are available at workshop rates and we are happy to quote on request.
Email [email protected] with your order reference, photographs and a short description of the issue. We will respond within three working days with a clear next step.