Terms of Service

At True North Bespoke, we are committed to providing high-quality products and services. By using our website, placing an order or engaging our services, you agree to these Terms of Service together with our Privacy Policy, Shipping Policy and Refund Policy, which form part of these terms.

Product Descriptions

We take care to ensure that product descriptions, dimensions, prices and other information shown on our website are as accurate as possible.

As we work with natural materials, every piece of timber is unique. Variations in colour, grain, knots, figure and overall character are to be expected and may differ from photographs, examples or previous products.

Any drawings, diagrams or technical sketches provided are intended to illustrate the agreed design, dimensions and general specification. They are not intended to represent the exact colour, grain pattern or appearance of the finished item.

Minor visual differences resulting from the natural characteristics of the materials used do not constitute a defect. Further information is set out in our Refund Policy.

Pricing & Availability

All prices are inclusive of any applicable taxes and are correct at the time of listing.

If an obvious pricing, listing or product information error is discovered after an order has been placed, we will contact you as soon as possible. You may be given the option to proceed with the order at the correct price or specification, or to cancel the order.

We may also decline or cancel an order where materials are unavailable, we are unable to fulfil the order as placed, there is an issue with the delivery details, payment cannot be verified, suspected fraud is identified, or another reasonable production or fulfilment issue prevents us from completing the order.

If we cancel an order that has already been paid for, any payment due back to you will be refunded.

Orders & Order Acceptance

Placing an order constitutes an offer to purchase from True North Bespoke. An order is accepted once we have confirmed it and payment has been successfully received.

All orders must be paid for in full when the order is placed. Production will not begin until payment has been received.

Customers are responsible for checking the details provided when placing an order, including billing and delivery information. If you notice an error after placing your order, please contact us as soon as possible. Where possible, delivery details may be amended before dispatch, but changes cannot be guaranteed once an order has entered the fulfilment process.

Changes or cancellations requested after an order has been placed are not guaranteed. Where production has not yet begun, we may be able to accommodate a change or cancellation at our discretion. Once production has begun, changes may not be possible.

Made to Order Products

Many of our products are handmade to order and production begins specifically in response to your purchase.

Estimated production lead times and expected dispatch dates for standard products are shown on the relevant product page. These are estimates and may vary depending on the product, materials, order volume and other production requirements.

Production lead times, expected dispatch dates and delivery timeframes are separate stages of the order process. Delivery timeframes are set out separately in our Shipping Policy.

Returns, cancellations and remedies relating to made-to-order products are covered in our Refund Policy.

Bespoke Commissions & Custom Work

For bespoke commissions and custom work, we will provide a draft order setting out the agreed details, including relevant dimensions, specifications and diagrams where applicable.

It is the customer's responsibility to check these details carefully before placing the order. By completing payment, the customer confirms that the details shown are correct and approved for production. If anything is incorrect or unclear, you must contact us before placing the order.

Estimated production lead times for bespoke commissions and custom work will be shown on the draft order and agreed before the order is placed. These remain estimates and may vary if materials, specifications or production requirements change.

Bespoke and custom-order returns are covered separately in our Refund Policy.

Shipping & Delivery

Our shipping arrangements, delivery timeframes, courier information, local collection and any applicable delivery charges are set out in our Shipping Policy.

Refunds, Returns & Faults

For information on returns, cancellations, repairs, replacements, damaged items and refunds, please refer to our Refund Policy.

Care, Maintenance & Intended Use

Products should be used for their intended purpose and in accordance with any care, maintenance or safety guidance provided.

True North Bespoke cannot accept responsibility for damage caused by misuse, neglect, incorrect care or failure to follow the guidance supplied with the product.

Third-Party Links

Our website may contain links to third-party websites or services. We are not responsible for the content, availability or practices of those third parties, and their own terms and policies will apply when you use their services.

Relationship with Shopify

Our online store is powered by Shopify. Any purchase made through our store is made directly with True North Bespoke, and True North Bespoke remains responsible for the products and services supplied to you.

Reviews & Feedback

If you submit a review, photograph, testimonial or other feedback to us or through our website, you give us permission to use that content to operate, promote and improve True North Bespoke, including on our website, social media and marketing materials.

We will not knowingly use personal information beyond what is reasonably necessary in connection with that feedback.

Website Use

You agree not to misuse our website, interfere with its operation, attempt unauthorised access, or use the website for any unlawful or fraudulent purpose.

We may suspend or restrict access to the website where reasonably necessary to protect the website, our business or other users.

Intellectual Property

All content on our website, including text, graphics, logos, images, designs, technical drawings and other materials, is owned by True North Bespoke or used with permission.

Unauthorised copying, reproduction, distribution or commercial use of this content is prohibited.

Liability

Nothing in these Terms limits or excludes any rights or remedies that cannot legally be limited or excluded.

Subject to this, True North Bespoke will not be responsible for indirect or consequential loss arising from use of our website, products or services where such loss could not reasonably have been anticipated.

Severability & Entire Agreement

If any part of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply.

These Terms, together with the policies referenced within them, form the agreement between you and True North Bespoke in relation to your use of our website and purchases from us.

Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our products, services, policies or legal requirements.

The version in effect at the time an order is placed will apply to that order.

Governing Law

These Terms of Service are governed by and interpreted in accordance with the laws of England and Wales.

Contact Us

If you have any questions about these Terms of Service, your order or any of our policies, please contact us via our Contact Us page.