Return and Refunds

 

Returns, Refunds & Claims Policy

Made-to-Order Products

All of our products are custom machined and manufactured to order. For this reason, we do not accept returns or exchanges once an order has been placed.

As production begins shortly after an order is received, cancellations cannot be accepted once manufacturing has commenced.

Refunds

Where a refund has been approved (for example, in relation to damaged, faulty or missing goods), it will be processed within 7 days of the claim being approved.

Refunds are made using the original payment method wherever possible.

Delivery Charges & Refunds

  • Where a refund is issued due to damaged or missing items, delivery charges will not be refunded where the delivery service itself was completed successfully.
  • A successful delivery means the order was:
    • Dispatched on time
    • Delivered to the correct address
    • Completed by the courier within a reasonable timeframe

Successful delivery refers to the delivery service, not the condition of the goods.

  • Expedited Deliveries (Express, Next-Day, Saturday):
    If an expedited delivery is late, the delivery service will be downgraded to standard delivery, and the difference in cost between the expedited service and standard delivery will be refunded.
  • Free standard delivery offers are promotional and apply only where standard delivery is selected at checkout.
  • Free or promotional delivery rates do not apply retrospectively when an expedited delivery is downgraded.
  • This ensures the cost of delivery is still covered where a delivery service has been completed.
  1. Safe Place Deliveries & Risk
  • Where a customer authorises delivery to a safe place, the delivery is made at the customer’s risk.
  • Claims for loss or damage after delivery to a safe place may not be accepted without clear supporting evidence.
  1. Reporting Damaged or Missing Goods
  • Customers must inspect goods at the time of delivery.
  • Damage must be clearly noted and signed for as damaged on the courier’s delivery documentation.
  • Only deliveries signed for as damaged are eligible for a damage claim, which must be reported to us within 48 hours of delivery, with photographic evidence.
  • If goods are:
    • Signed for as “received in good condition”
    • Signed for by a third party
    • Left in a safe place
      then claims for transit damage may not be accepted.
  • Missing items must be reported promptly with supporting evidence.
  1. Damaged or Missing Items – Remedies
  • Where goods are confirmed to be damaged, faulty, or missing, we will offer either a refund or a replacement, not both.
  • The selected remedy will apply to the entire affected portion of the order. We cannot split remedies (for example, partial refund and partial replacement) within the same claim.
  • The remedy offered will be determined at our discretion, taking into account:
    • Proportionality
    • Stock availability
    • Commercial practicality
  1. Partial Shortages
  • Where only one or two items are missing or damaged within a larger order, we may offer a partial refund instead of a replacement, as replacement may not be commercially economical.
  • This will be assessed on a case-by-case basis.
  1. Statutory Rights
  • Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.