Before production starts
You may cancel at no cost at any point before payment is received and the slab committed to your piece. Write to us and the order is closed, with nothing owed.
Legal
Returns and Refunds
Every piece is built for one room, from one slab, after payment. That shapes what can and cannot be returned — here it is in plain terms.
The short version
Made to order means made for you
Because each piece is produced individually to your dimensions and materials after payment is received, orders cannot be returned, exchanged or cancelled once production has started. This is the exception for custom-made goods under Article 16(c) of Directive 2011/83/EU, and it is the reason we spend time on the design before anything is cut or poured.
What you keep in every case: the right to a piece that matches what was agreed, and the right to a remedy if it does not.
In practice
What applies when
Free
Once production has started
The slab has been selected and committed, and the pour cannot be undone. Orders cannot be cancelled, returned or exchanged from this point. If your circumstances change, write to us anyway — we will do what we reasonably can.
If it arrives damaged
Inspect the piece on delivery. Write to us within 24 hours with photographs of the damage and of the packaging. We arrange a repair, a replacement or a full refund, and we cover the cost of returning the piece.
If it is not what was agreed
If the piece does not match the dimensions, materials or design confirmed in writing, it is our error to put right at our cost. Your statutory rights for non-conforming goods run for two years from delivery.
Not a defect
What the material does
Variation in grain, colour, resin tone and the position of stone or preserved moss is inherent to solid wood and hand-poured resin. Two pieces made from the same drawing will not look identical. That is the nature of the work rather than a fault in it, and it is not grounds for return.
Equally, damage from direct heat, solvents, abrasives or permanent unshaded sunlight is not a manufacturing defect. The care guidance exists because resin is unforgiving about exactly these four things.
Refunds, where due, are returned by bank transfer to the account the payment came from, within fourteen days of our agreeing them.
Something wrong?
Write to us first
Send photographs and your order number. Most things are quicker to put right than to argue about.