Refund and Returns Policy

Last updated: November 16, 2024.

At Garden Woodcraft, we pride ourselves on delivering high-quality, handmade, and bespoke products. We understand that situations may arise where you need to discuss returns, and we aim to make the process as clear and straightforward as possible.

Returns for Custom-Made Products

As all items are handmade to order and tailored to your specific requirements, we are unable to accept returns or offer refunds for custom-made products unless they are:

• Faulty
• Damaged in transit
• Do not match the agreed design and specifications

If your item falls into any of these categories, we will work with you to resolve the issue promptly through repair, replacement, or refund.

Returns for Non-Bespoke Products

For non-customised items, returns are accepted within 14 days of delivery, provided the product is:

• Unused
• In its original condition
• Returned with proof of purchase

You may return the product for a refund or exchange. Return shipping costs may apply unless the item is faulty or damaged.

Return Process

To initiate a return, please follow these steps:

1. Contact us at 07913 335374 with your order number and reason for the return.
2. Our support team will guide you through the next steps and provide any necessary return instructions.
3. Ensure the item is securely packaged to prevent damage during transit. If applicable, include all original packaging and documentation.

Refunds

Refunds for eligible returns will be processed after the returned item is received and inspected. Please allow up to 14 days from receipt of the item for your refund to be processed. Refunds will be issued to the original payment method unless otherwise arranged.

Cancellations for Bespoke Orders

Orders for bespoke items can be cancelled within 48 hours of placing the order. After this period, materials and labour costs may apply if production has begun. Please contact us as soon as possible if you need to cancel your order.

Additional Information

• If a product is found to be faulty after delivery, please notify us within 7 days.
• For bespoke products, issues must be raised at the time of delivery or installation where possible.
• Repairs and adjustments to custom products are available; please contact us to discuss your requirements.

Questions?

For questions about our returns and refund policy, please contact us at:
Phone: 07913 335374
Email: support@gardenwoodcraft.co.uk

Thank you for choosing Garden Woodcraft. We are committed to your satisfaction and look forward to assisting you with any concerns.