Returns Policy – Bespoke Rustic Oak
1. Scope
This policy applies to all purchases made from bespokerusticoak.co.uk and should be read alongside our Terms and Conditions.
2. Bespoke and Made-to-Order Goods
Most of our furniture is made to order.
In accordance with the Consumer Contracts Regulations 2013:

• Goods made to your specifications or clearly personalised are non-cancellable and non-returnable

• Once production has commenced, orders cannot be amended or cancelled

It is your responsibility to ensure:

• all measurements are correct

• items will fit through access points (doors, staircases, etc.)

• specifications are accurate

3. Natural Material Disclaimer
All items are crafted from solid rustic oak. The following are inherent characteristics and not defects:

• knots, splits, grain variation

• colour variation and ageing

• movement due to humidity or temperature

• minor dimensional tolerances (±5 mm)

These do not qualify for return, refund, or replacement.
4. Delivery and Acceptance (Sign-Off Clause)
All deliveries must be inspected at the point of receipt.
By signing the delivery note, you confirm that:

• the Goods have been received in acceptable condition

• no visible damage or shortages are present (unless clearly noted)

Important:

• Any visible damage must be recorded on the delivery note and reported within 24 hours

• Hidden defects must be reported within 48 hours

Failure to comply may limit your ability to make a claim, except where statutory rights apply under the Consumer Rights Act 2015
5. Faulty or Misdescribed Goods
If Goods are faulty, damaged, or not as described, you may be entitled to a remedy under the Consumer Rights Act 2015.
We reserve the right to:

• inspect the Goods

• request photographic evidence

• offer repair or replacement before issuing a refund

Refunds will only be issued where repair or replacement is not possible or proportionate.
6. Standard (Non-Bespoke) Returns
For non-custom items only, you may cancel within 14 days of delivery under the Consumer Contracts Regulations 2013.
Returned Goods must be:

• unused

• in original condition

• suitably packaged

7. Restocking and Collection Fees
For non-faulty returns of standard items, the following charges apply:

• Small items: £25–£50

• Medium furniture items: £75–£150

• Large/heavy furniture items: £150+

These fees cover:

• collection logistics

• handling and inspection

• restocking costs

Exact charges will be confirmed prior to collection.
8. Refund Deductions
We reserve the right to reduce refunds where:

• Goods show signs of use

• Goods are returned without adequate packaging

• handling goes beyond what is necessary to inspect the item

9. Failed Deliveries and Refused Orders
If delivery fails due to:

• lack of access

• insufficient assistance

• customer absence

• incorrect delivery details

we reserve the right to deduct:

• original delivery costs

• return transport costs

• storage or redelivery fees

Refusal of delivery without valid reason will be treated as a return and charged accordingly.
10. Installation and Placement Liability
Unless expressly agreed in writing:

• delivery is kerbside only

• we do not accept liability for moving Goods to the property

Where assistance or placement is provided:

• it is done at your risk

• we are not liable for damage to property (e.g. walls, floors, doorways) unless caused by proven negligence

You are responsible for ensuring:

• clear access routes

• suitable installation environment

11. Environmental and Aftercare Responsibility
We are not responsible for damage caused by:

• exposure to heat sources (radiators, underfloor heating, sunlight)

• excessive dryness or humidity

• failure to follow care guidance

Wood movement under such conditions is not a fault.
12. How to Report Issues or Request Returns
You must contact us promptly with:

• order number

• description of the issue

• supporting photographs

We will provide return or resolution instructions.
13. Statutory Rights
Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015