Refund policy

We hope you’re happy with your order. If you do need to return something, please read our returns policy below.

Returns

For standard products purchased online, you have 14 days from the date you receive your order to tell us that you wish to return it. Once you have notified us, you then have a further 14 days to return the goods.

Items must be returned in the same condition in which they were received and should include all original packaging, labels, accessories and components wherever possible.

You are welcome to open and inspect an item, but products that have been used beyond what is reasonably necessary to inspect them may have a deduction made from the refund to reflect any reduction in value.

Where original or specialist packaging is missing or damaged and this reduces the value of the returned product, we may make a reasonable deduction from the refund.

Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

Handmade Products

Many of our products are handmade in Christchurch rather than mass-produced. Because of this, small variations in colour, grain, resin finish, shape, texture and appearance can occur.

Small cosmetic marks or natural variations are part of the character of a handmade product and do not necessarily constitute a defect. We will always aim to clearly describe the handmade nature of our products.

This does not affect your statutory rights where a product is faulty, not as described or not fit for purpose. UK consumer law requires products to be of satisfactory quality, as described and fit for purpose.

Custom & Bespoke Products

Products that are made to your specification, personalised or otherwise genuinely custom-made cannot normally be returned simply because you have changed your mind.

This does not affect your rights if the product is faulty or not as described.

Faulty or Damaged Products

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number and photographs where appropriate.

Your statutory consumer rights are not affected by this policy.

Refunds

Once we have received and inspected your return, we will process any refund due back to your original payment method.

Where applicable, refunds will include the standard outbound delivery charge. Additional delivery costs paid for an upgraded or express service are not normally refundable beyond the cost of our standard delivery service.

International Orders & Returns

We accept international orders and international returns subject to the same eligibility requirements outlined above.

Customers must contact us within 14 days of receiving their order if they wish to exercise an applicable right to cancel or return an item.

Unless an item is faulty, damaged or incorrect, the customer is responsible for arranging and paying for the return shipping.

International returns should be clearly marked as "RETURNED GOODS" on any customs documentation. We cannot be responsible for customs duties, taxes or charges incorrectly applied to returned goods as a result of incorrect return documentation.

Original international shipping costs may not be refundable except where required by applicable consumer law.

Any customs duties, import VAT, taxes, brokerage fees or other charges paid when the original order entered the destination country are generally outside our control and are not refundable by us. Customers should contact their local customs or tax authority regarding possible refunds of these charges.

We recommend using a tracked and insured service when returning international orders. The customer remains responsible for the returned goods until they are received by us.

Nothing in this policy limits any mandatory consumer rights that apply in the customer's country.