Cancellations & Returns Policy

Made-to-Order Products

All of our cabinets and furniture are made to order. Each item is manufactured specifically for you after your order is placed, using the product specifications, dimensions, finishes and options selected at the time of purchase.

As production is scheduled and materials are allocated shortly after an order is placed, cancellations and returns for made-to-order products differ from those for standard off-the-shelf goods. Please read this policy carefully before placing your order.

Order Cancellations

48-Hour Cooling-Off Period

You may cancel your order within 48 hours of placing it, provided production has not begun.

If your order is cancelled within this period and production has not started, you will receive a full refund.

Cancellations After 48 Hours

If you cancel your order more than 48 hours after placing it, but before production has begun, we may make a deduction of up to 15% of the total order value to cover reasonable costs already incurred, including:

  • Order processing

  • Production planning

  • Manufacturing scheduling

  • Material allocation

  • Administrative costs

Any deduction will reflect the reasonable costs incurred by us at the time of cancellation.

Once Production Has Started

Once production has commenced, materials, labour and manufacturing resources have been committed specifically to your order.

For this reason, we are generally unable to accept cancellations once production has begun.

Should you no longer wish to keep the item after delivery, any request will be considered under our voluntary Change of Mind Returns Policy below.

Orders Paid by Deposit or Instalments

Where an order is paid using a deposit, instalments or any other payment plan, any applicable deduction of up to 15% will be calculated using the total value of the order, not the amount paid at the time the cancellation is requested.

This is because administration, production planning and manufacturing costs relate to the order as a whole rather than individual payments.

Where the total amount paid is less than the applicable deduction, we reserve the right to recover the remaining balance in accordance with our Terms and Conditions.

Voluntary Change of Mind Returns

Although many made-to-order products are exempt from statutory cancellation rights under the Consumer Contracts Regulations 2013, we voluntarily offer the following return policy.

You may request to return your item within 14 days of delivery, provided it is:

  • Unused

  • In its original condition

  • Complete

  • Undamaged

  • Returned in its original packaging or packaging suitable for safe transportation

Returns that do not meet these requirements may be refused or be subject to a reasonable deduction for any loss in value.

Administration Deduction

For change-of-mind returns, we may deduct up to 15% of the total order value to cover reasonable administration, processing and handling costs.

No administration deduction will be made where goods are faulty, damaged or incorrectly supplied.

Delivery, Collection & Refused Deliveries

Our products include free delivery to eligible UK mainland addresses. The cost of delivery is included within the purchase price.

If you refuse delivery, fail to accept delivery, or request a return because you have changed your mind (and the goods are not faulty, damaged or incorrectly supplied), we reserve the right to deduct the reasonable costs incurred by us, including:

  • The original delivery cost.

  • The cost of collecting or returning the item to us.

  • Any handling, storage or carrier charges incurred.

Collection charges vary depending on your location, the size and weight of the item, and the carrier used. Any applicable charges will be confirmed before collection is arranged where possible and deducted from your refund.

These deductions are in addition to any applicable administration deduction.

Condition of Returned Items

Returned items must be received in substantially the same condition as delivered.

If an item has been:

  • Used

  • Assembled or installed

  • Damaged

  • Modified

  • Returned with missing parts

  • Poorly packaged resulting in transit damage

we may make a reasonable deduction from your refund to reflect the reduction in the item's value or the cost of repair or replacement.

Faulty, Damaged or Incorrect Items

Please inspect your order upon delivery and notify us as soon as reasonably possible, ideally within 48 hours, if you believe your item has arrived damaged, faulty or incorrect.

Please provide:

  • Your full name

  • Order number

  • A description of the issue

  • Photographs where possible

Where a fault is confirmed, we will, in accordance with your statutory rights:

  • Repair the item; or

  • Replace the item; or

  • Provide an appropriate refund.

Where collection is required due to a fault or our error:

  • Collection costs will be paid by us.

  • No administration deduction will apply.

  • No delivery charges will be deducted.

How to Request a Cancellation or Return

Please contact our customer service team with:

  • Your full name

  • Order number

  • Details of your request

  • Photographs where applicable

We will confirm the next steps and advise you of any applicable deductions before processing your request.

Customer Support

If you have any questions regarding your order or this policy, please contact our customer support team. We are committed to resolving any issues fairly, promptly and professionally.

Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

Where this policy provides rights that are more generous than your statutory rights, those additional rights are offered voluntarily by us.