CANCELLATIONS, RETURNS AND AFTERCARE
We know you are going to love your new bespoke items from The Custom Wood Company however we ask that you read the returns policy below before ordering. Hand-crafted and bespoke furniture must be looked after to ensure longevity of use so please read our aftercare advice thoroughly.
Product photos are intended to show examples of product variations. Each item is made to order by hand therefore no two items are identical.
We reserve the right to charge an admin fee of £25 to amend or cancel an order after delivery has been scheduled and confirmed by a customer.
We use reclaimed wood to create our furniture and bars. This is what gives our items their unique and rustic appearance.
Custom requests must be made prior to purchase and are not guaranteed. Any requests made that have not been agreed in writing by the company do not form part of any sales agreement therefore please ensure that you have had a response in writing to confirm your request can and will be met. Writing a request in order notes at the time of purchase does not surmount to written acceptance from the company. Most modifications to an original design will carry a surcharge, please contact us for a quote.
Returns and Refunds
Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods- we reserve the right to charge a £25 admin fee to amend or cancel an order once delivery has been scheduled and confirmed by the customer.
Please contact us within 14 days of receiving your item should you wish to return it. You then have a further 14 days to return the item to us. Please note Custom Wood Company are not liable for the cost of the return, we do not offer free returns. Once the item is received in its original condition a refund will be processed within 14 days and not including original delivery costs.
We are unable to offer returns or exchanges on personalised items or custom requests. We urge our customers to ask any important questions before instructing us to build their furniture or personalise their gifts to avoid any confusion or disappointment.
In the unlikely event that you are unhappy with your new Custom Wood Company item, please contact us directly and we will seek to find a resolution.
We ask that all of our customers sign for their deliveries. In doing so you agree to accepting your order in the condition that it is in, if you wish you return your item after accepting delivery then you are liable for the costs of returning your items or a collection charge from ourselves. Please ensure you are fully happy with your items before accepting and signing for it. PLEASE NOTE THE DELIVERY FEE IS NON-REFUNDABLE.
Each of our items are unique and the natural characteristics of the wood used or variations in shade compared to photos are not considered defects. As wood acclimatises to it's environment it can change. As it dries out it can warp and shrink and any cracks in the wood can deepen. Movement, warping, swelling or discolouration over time are all characteristics of the wood used and are also not considered defaults. Temperature, light and humidity are all factors that can cause changes to the wood so please bear this in mind when you order your furniture.
Although we will always try our best to get the exact measurements this cannot always be possible. We do not use factory machinery so cannot always guarantee complete accuracy. We allow a 5-8cm margin for error please keep this in mind when ordering.
If you are requesting a bespoke logo you MUST email firstname.lastname@example.org with an image at the time of placing your order, logo requests are not guaranteed until confirmed by a member of our team. The Custom Wood Company reserves the right to cancel and refund your logo charge at any time. Not very often we may need to send out the stencil for the customer to apply themselves (due to unforeseen circumstances). If you want your logo in a specific place you MUST write this in your order notes otherwise our staff will place it where they see fit, not liking your logo placement is not grounds for a refund.
Due to the materials used we recommend special care is taken when cleaning your item. We also advise hiring the services of a professional for any items that require installation or assembly within your home. The Custom Wood Company takes no responsibility for items that become damaged due to neglect, poor treatment, normal wear and tear, incorrect installation, fading or discolouration, exposure to extreme conditions such as direct sunlight, heat, water or humidity, or any alterations or damage caused by the customer after delivery.
Your furniture will require long- term maintenance by you as the owner including painting and treatment to protect it. Outdoor furniture will need to be kept covered and will need to be re-treated over time.
We deliver and install most furniture items across the UK. We post smaller items via Royal Mail. Collection could also be arranged at our discretion. Please note that if we receive an order that we are unable to fulfil we reserve the right to refund that order in full.
We aim to process and deliver within 21-28 days of purchase, but because most products are made to order, this could take longer.
Some items may require some self-assembly.