We refer to order(s) in this returns policy as any good(s), item(s), or product(s) that are purchased from us that form an order. Please contact us within 14 days of placing an order if you wish to cancel it, or within 14 days of receiving the order if you would like to return or exchange an order. It is important to note that we offer items that are bespoke in nature because they are tailored to our customers' specifications therefore returns or exchanges may be declined due to the extent of the personalisation or may incur an admin charge. While we always strive to be fair and understanding when customers wish to make a return or exchange, the customised and bespoke nature of our products may necessitate an admin charge at our discretion. Sometimes a return may not possible depending on the extent of the personalisation. For more details, please refer to the sections below: 1. Bespoke nature of items and 2. Admin charge
1. Bespoke nature of items
We do not offer or carry any standard, stocked items in the range. Every item is produced to customer specifications and are hand finished, each item is truly unique with no two being the same due to the hand finishing (these are not generic machine made items). We produce items to order, specifically to each customer's preferences and the lead time associated represents the manufacturing time associated. The extensive range of finial designs, ridge tile bases, finial crests, colour finishes, textures and customisation options allows for the creation of many thousands of potential designs and variations with unique finishes and textures. The lead time indicated on our website represents the duration required to manufacture and deliver an order that has been customised specifically to meet our customer's requirements
2. Admin charge
If we accept a return, it will be subject to an administration charge of up to 20% at our discretion of the total order value. We charge an administration fee because returned orders may have to be stored for a long duration in order to resell them, may mean that we have to list at a reduced rate to sell them due to their uniqueness (secondary sale), may later require remedial work if there is a deterioration in the condition or may need to be disposed of due to the unique, bespoke nature of items produced
3. Returns address (Hockley, Essex Workshop)
The customer is responsible for any costs associated with returning an order to the workshop in Hockley, Essex (unless the order is damaged or defective). We will provide the full workshop address to return an order; we do not publish the workshop address on our website because visits are by appointment only as it is a manufacturing environment. We recommend that you return an order to us either in person or using a traceable shipping service so that the return can be tracked. We do not guarantee that we will receive your returned order unless it is signed for by a member of our staff. Please note, we cannot accept a return at any other address other than the Hockley Workshop
4. Inspecting an order when it is returned to us
When a return is received, the order and packaging is inspected. An order must be returned to the workshop with the original packaging material and contents to be eligible for a refund. There are certain situations where we may charge an admin charge (as described above), only offer a partial refund, or reject a refund following an inspection. Some common situations include, but are not limited to, those below: - Any good(s) that have been damaged, installed, deteriorated by excessive handling or mishandling, or are in poor condition and are not deemed in good enough condition to be restocked because of a degradation to their condition caused by the customer - Missing parts or packaging - Incomplete returned orders If we offer a partial refund or reject a refund, it represents the cost to repair the goods to return them to the standard condition they were in when supplied.
5. Faulty or defective goods
If you believe the goods are defective, please contact us so that we can investigate. This is very rare because orders are very well packaged, and we use our own transport, or a reliable and trusted 3rd party signed for courier service that we have worked with for many years If you suspect or can see the order\goods are damaged on arrival, please carefully inspect all good(s). If it is not practical to inspect an order, please sign for the order with the wording UNCHECKED or DAMAGED. If the order is damaged you can refuse to take delivery of the order or when signing, sign for it as DAMAGED and indicate what the damage is. We recommend taking photo(s) of the damage on arrival if possible because it will be time stamped and it may be useful later if the courier later requests photographic evidence. Time is of the essence because we must notify the courier as soon as possible if good(s) have been damaged in transit to start a claim for compensation. Normally it is acceptable to notify us within 24 hours if you have photographic evidence of the damage but the sooner, we notify them the better chance we have of making a successful claim. While we are processing a compensation claim with the courier, we will work with you to provide replacement good(s) or will process a refund.
6. Contact
Please refer to our Contact Us page, which is updated with our latest contact information, to speak to us about a return or exchange.