Return & Refund Policy

We take great pride in the quality and craftsmanship of our bespoke wooden doors and windows. Each product is made to order according to the customer’s specifications. As such, please read our return and refund policy carefully before placing your order.

1. Bespoke & Made-to-Measure Products
   • All doors and windows are manufactured to the exact sizes, styles, and specifications provided by the customer.
   • As these items are bespoke and cannot be resold, we do not accept returns, cancellations, or refunds once production has commenced, unless the product is proven to be faulty or not as described.
2. Faulty, Damaged, or Incorrect Goods
   • If your order arrives damaged, defective, or does not match the agreed specifications, please notify us within 7 days of delivery with photographic evidence.
   • We will investigate the issue and, if confirmed, will arrange for a repair, replacement, or refund at our discretion.
   • Our liability is limited strictly to the repair, replacement, or refund of the affected product.
3. Timber Movement & Natural Characteristics
   • Wood is a natural material that will expand, contract, or move in response to environmental conditions such as temperature, humidity, and sunlight.
   • Minor warping, shrinkage, gaps, and grain variations are not considered defects and are not grounds for return or refund.
   • To minimise movement, products must be:
     • Installed correctly by a competent professional.
     • Painted/finished and maintained regularly according to our care instructions.
   • If significant shrinkage or defects occur within the first 12 months of supply that are not due to environmental conditions, lack of maintenance, or incorrect installation, we will investigate and, if appropriate, repair or replace the item.
   • After 12 months, responsibility for ongoing maintenance and environmental care lies with the customer.
4. Customer Responsibilities
   • It is the customer’s responsibility to ensure all measurements, specifications, and choices (wood type, glazing, finishes, hardware, etc.) are correct at the time of order.
   • We cannot accept liability for errors in measurements or specifications provided by the customer.
5. Refunds (Where Applicable)
   • Approved refunds will be processed using the original payment method within 14 working days of agreement.
   • Delivery charges are non-refundable unless the goods are faulty or incorrect.
6. Non-Returnable Items
   • Any bespoke, made-to-measure, or customised products (all our wooden doors and windows) are strictly non-returnable unless faulty.