Refund policy
At True North Bespoke, all of our work is produced with care and attention to detail. As many of our items are made to order, our returns policy reflects the nature of bespoke craftsmanship while remaining fair and transparent.
Made to Order Items
Items made to order or to a customer’s specification are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013 and are non-returnable unless faulty or damaged.
If a made-to-order item arrives with a manufacturing defect or has been damaged in transit, please contact us within 14 days of delivery. Where appropriate, we will arrange a repair or replacement. If a repair or replacement is not feasible, a refund will be offered in line with your statutory rights.
Stock (Non-Custom) Items
Stock items that are not made to order may be returned within 14 days of delivery, provided they are unused and returned in their original condition and packaging.
The buyer is responsible for return packaging and shipping costs unless the item is faulty or damaged. Refunds will be processed once the returned item has been received and inspected. Returns must be authorised before items are sent back to us.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and notify us promptly if an item arrives damaged, defective, or incorrect. We may request photographs to assist with assessing the issue.
Where a fault is confirmed, we will arrange collection and offer a repair or replacement. If neither is possible, a refund will be issued in accordance with the Consumer Rights Act 2015.
Natural Characteristics of Timber
As we work primarily with natural wood, variations are to be expected and form part of the character of the material. These natural characteristics are not considered defects and may include:
- Knots
- Grain variation
- Colour differences
- Splits, cracks, or checks
Where natural splits, voids, or imperfections are present during manufacture, these will be stabilised and filled using appropriate two-part epoxy resin or two-part filler as part of the finishing process. These features do not affect the integrity or functionality of the piece and are not grounds for return.
How to Contact Us
If you have any questions regarding returns, repairs, or refunds, please contact us via our Contact Us page.
