Refund policy

Returns

For eligible online purchases, you can tell us you wish to cancel before delivery or within 14 days after receiving your goods. You then have a further 14 days after notifying us to send them back. You do not need to give a reason. Please see the Custom Orders section for bespoke and personalised items. This does not affect your statutory rights.

Return Packing

Please make sure all items are suitably and securely packaged in their original packaging as damage caused to items during transit coming back to us will not be refunded in full.

Issues

Please inspect your items on arrival and let us know as soon as possible if anything is damaged, faulty, incorrect or missing. Reporting delivery damage promptly helps us resolve the issue and make courier claims. Reporting an issue after 14 days does not remove your statutory rights.

We strongly advise inspecting the packaging and letting the courier know straight away when he delivers to help with claims made against the couriers. Please also take photographs of the damage as proof will be required from the couriers when making a claim.

Sending the Return

For eligible change-of-mind returns, you are responsible for arranging and paying the return postage or courier costs. The cost depends on the item and the courier you choose. Where an item is faulty, damaged or incorrect, we will cover the reasonable return costs; please contact us first so we can arrange the return. We can often help with booking couriers and packaging.

If you have received an incorrect or damaged item please contact us including photos showing the damage/issue. We can then start the returns process.

To return your item/s for other reasons then please arrange postage/couriers yourself but please contact us first.

We advise using a recorded/tracked return with secured delivery slips Secured to the outside of the package as well as inside to minimise the potential for lost items as we will not be responsible for them.

International Returns

Returning goods from outside the UK need to contact us first. Items received which incur Duties/Tax return charges will be charged against the refund amount. We advise making contact first so we can provide more information on this as better options may be available.

Custom Orders

The cancellation and change-of-mind return rights above apply to online purchases in our standard listed sizes and finishes, including items made after you place your order. They do not apply to genuinely bespoke or personalised goods made to your individual requirements, such as non-standard dimensions, a specially commissioned design or personalisation. Choosing from our standard listed sizes or finishes does not, by itself, make an item bespoke. Please contact us before ordering if you are unsure. Your statutory rights for faulty, damaged or misdescribed goods are unaffected.

Returns Address

All returns are to be made to the address below.

Unit 11 Chalcroft Business Park, Burnetts Lane, West End, Southampton,Hampshire, SO30 2PA

Refund

Once the returned item/s has been received and we have inspected it we will begin the refunding Process. Alternatively, we will endeavour to send out a replacement item as soon as the damaged items have been received depending on whether you have opted for the refund/replacement option.

If the amount to be refunded is in full this will be sent to your original payment method and should be with you within three working days depending on your bank. If we feel a full refund is not permissible, we will explain our calculations with your agreement prior to sending this back to you.

Cancellation

We do not offer cancellations for bespoke or custom items.

For eligible online purchases, you can tell us you wish to cancel before delivery or within 14 days after receiving your goods. You then have a further 14 days to send them back. Contact info@robertrosecarpentry.com or call 02380 338571, quoting your order number. You do not need to give a reason. Items outside of this time frame may be subject to a cancellation charge.