Returns Policy from the home of wood

Returns Policy

Returns and Cancellation Policy


As all of the products for sale by the Seller are bespoke or custom made the Seller is therefore exempt from the trading standards distance selling regulations. Therefore once the Buyer places an order with the seller; 100% of the payment is required and no refund will be provided if the Buyer cancels the order. Unless cancellation is received and acknowledged during the same working day in which the order is placed. Notification can be, in person, via email, or SMS text message, or any other means will be accepted subject to confirmation in writing. The Seller reserves the right to levy a £30 charge to cover any subsequent administrative expenses.

Returns policy:

The Seller and Buyer have the right to terminate any agreement for any reason, including the ending of services that are already underway. Should the Buyer choose to terminate the sales contract prior to receiving the goods, but after the same day cancellation period, full payment will be retained and non-refundable. However the Seller will offer a refund (where possible) subject to charging a reasonable fee for the work already performed on the cancelled order, as well as a reasonable administration fee. Therefore any remaining funds after this assessment will be refunded to the Buyer.

As stated above; since the Seller's products are custom made to specification (bespoke), the distance selling regulations do not apply and refunds will only be provided post-delivery for goods that are deemed to be faulty, contrary to the Sale of Goods Act 1979. Should the Buyer wish to claim a refund based on the product being faulty, the Buyer must notify the Seller within 24 hours of receipt of goods and the product must be returned to the Seller or the Manufacturer (which is to be agreed at the time of notification of potential fault) within fourteen days of receipt for inspection by the Seller (or manufacturer), in the same condition and packaging as received by the buyer, if applicable. Should the product be deemed to be faulty by the Seller, dispatch of the replacement product or a refund within 28 days will be provided. The Seller is to refund shipping costs in such circumstances. 

In the occurrence of a failed or late delivery on a specified date or time advised by the Seller, the Seller is not liable for any direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or even if the Buyer had advised the Seller of the possibility of such potential loss). The Seller intends to maintain clear lines of communication with both Manufacturer and Buyer in attempt to eliminate such occurrences and ensure that no party incurs unforeseen expense or inconvenience.


The Seller supplies a natural product and as such these products will contain natural variances in colour with natural defects and character changes from piece to piece. This is the beauty and diversity of timber and all species vary with regard to their uniformity or diversity. It is the responsibility of the Buyer to ensure that they are fully aware when purchasing product/products that they are likely to have variation in colour and texture in any one species supplied. Small samples are not always a true reflection of the overall appearance of the goods and as such can only be used as a guide. In addition; the images shown on the Sellers website are only indicative of the material represented and may not be an accurate visualisation of the physical product. 

Plus the exact dimensions of the physical product produced may vary from drawings and images on the website. Any variations will be minor and within industry accepted tolerances. This is particularly important to note if the Buyer is intended to match an existing profile, using the drawings as reference, or even if the Buyer is making a repeat purchase. As a number of our supply partners offer the same products there can be variance between supplier and between batches. If extreme precision is critical, or if the Buyer is matching a profile, the Buyer is advised to contact the Seller before placing the order.

It is the responsibility of the Buyer to ensure that the goods are used/installed correctly and the Seller will not be responsible for any misuse or incorrect installation methods. In addition to this the Buyer's chosen application of the product/material will affect its performance, life span and deterioration. Although the Seller offers guidelines for product use and recommended wood species the Seller is not responsible for the performance of the timber. Care, decoration, treatment and method/location of fixings are the responsibility of the Buyer. As a natural product (and no longer living) wood will suffer the effects of exposure to; heat, sunlight, moisture, humidity, weather, traffic and general use in different ways. It is for the Buyer to mitigate such affects (if considered adverse) not the responsibility of the Seller. Any advice given by the Seller is for guidance only and is often generic and not necessarily specific the Buyers needs. The Seller can offer further more specific advice with regard to this if required.

The laws of England and Wales govern these terms and conditions. By accessing this website and buying our products you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision. These Terms and Conditions shall not be amended, modified, varied or supplemented except in writing and signed by duly authorised representatives of the Company.

For more please see general terms and conditions