Return, Refund & Cancellation Policy
Effective Date: July 22, 2026 | Document Revision: 2.5 | Statutory Baseline: EU Consumer Rights Directive (2011/83/EU), UK Consumer Contracts Regulations 2013, US UCC § 2-601
1. Non-Custom Catalog Furniture (14-Day Statutory Withdrawal)
Purchases of standard catalog furniture items that have not been modified or customized qualify for a statutory 14-day right of withdrawal / return window under EU Directive 2011/83/EU and UK Consumer Contracts Regulations 2013.
Return freight shipping fees for catalog items are the financial responsibility of the Buyer unless the item arrived damaged or defective. Returned merchandise must be received in original un-assembled condition.
2. Custom & Bespoke Furniture Statutory Exemption
STATUTORY CUSTOM EXEMPTION NOTICE: IN ACCORDANCE WITH EU CONSUMER RIGHTS DIRECTIVE ARTICLE 16(C) AND UK CONSUMER CONTRACTS REGULATIONS REGULATION 28(1)(B), GOODS MADE TO THE CONSUMER'S SPECIFICATIONS OR CLEARLY PERSONALIZED (CUSTOM DIMENSIONS, BESPOKE TIMBER SPECIES, CUSTOM STAIN SELECTIONS) ARE EXEMPT FROM STATUTORY 14-DAY BUYER REMORSE RETURN RIGHTS.
Custom furniture commissions CANNOT be returned for buyer remorse or space measurement errors. Custom orders qualify for a full escrow refund or replacement ONLY if:
- The item suffers total transit loss or unrepairable structural breakage during freight transit.
- Delivered dimensions deviate beyond the ±0.5 inch manufacturing tolerance without prior written consent.
- Delivered timber species or primary materials contradict the accepted CAD specification contract.
3. Order Cancellation Rules & Material Deductions
- Pre-Production Cancellation: Cancellations executed prior to status transitioning to
IN_PRODUCTIONqualify for a 100% full escrow refund. - In-Production Cancellation: Cancellations requested after physical manufacturing has commenced (
IN_PRODUCTION) are subject to a raw material and labor deduction reflecting work completed by the craftsman, not to exceed 40% of the quote total.