Refund policy
Returns
All our products are made to order to your specific measurements. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to return does not apply to made-to-order goods. We are therefore unable to accept returns.
We cannot accept returns on any product that has been installed, altered or modified in any way.
The Perfect Fit Promise
Every order is covered by our Perfect Fit Promise. If your beam or shelf arrives and the size isn't right due to a measuring error, we will remake it at the correct size, free of charge. No awkward conversations. Just a product that fits.
To make a claim:
- Contact us within 30 days of delivery at support@cottage-beams.com or 0333 3355 113
- Send us photographs and measurements showing the sizing issue
- Return the original product to us at your own cost in its original uninstalled condition
- Once we receive it, we will remake and reship your order at no additional charge
The Perfect Fit Promise covers one remake per order and applies to all standard beams, bespoke beams and shelves. It does not apply to products that have been installed, altered or modified, claims made outside 30 days of delivery, or orders where measurements were provided through our bespoke measurement service.
Damaged Products
If your product arrives damaged, please notify us in writing within 2 calendar days of delivery at support@cottage-beams.com with photographs of the damage and all packaging. Please retain the product and packaging until the matter is resolved. If we are satisfied the damage occurred before delivery we will arrange a repair, replacement or refund in line with your statutory rights.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. For more information visit www.citizensadvice.org.uk or call 0808 223 1133.
For full details please refer to our Terms and Conditions at cottage-beams.com