Refund policy

3. RETURNS, REFUNDS AND CANCELLATIONS

Last updated: 13 July 2026

3.1 The B2B Position

You are buying as a business, not a consumer. You therefore do not have the 14-day statutory right to cancel that applies to consumer distance selling. The rights set out below are the contractual rights we choose to give you.

3.2 Cancelling an Order

You may request cancellation within 48 hours of placing an order, provided it has not yet been dispatched. Submit the request through your account.

Once an order has been dispatched, it cannot be cancelled.

3.3 Damaged or Faulty Goods

We will refund or replace goods that arrive damaged, faulty, or not as described, where all of the following apply:

  • The item was damaged in transit — broken, cracked, chipped, or otherwise unfit for its intended use on arrival;
  • The item is unused and in its original packaging;
  • The item has not been altered, painted, resized or modified since delivery;
  • You notify us within 7 days of delivery;
  • You provide proof of purchase;
  • You provide photographs or video of the damage, ideally taken at unboxing.

We pay the return shipping costs on approved damage claims.

3.4 What Is Not Returnable

Because these are wholesale, handcrafted goods bought for resale, the following cannot be returned (though they will be refunded if they arrive damaged):

  • Items bought on discount, in a sale, or with a promotional code
  • Items bought via Request For Quotation (TBC)
  • Custom, bespoke or personalised products
  • Items that have been used, displayed or unpackaged for retail
  • Gift vouchers
  • Items marked Non-Returnable — including cushions, throws, textiles and samples

Natural variation in handcrafted goods is not a defect and is not grounds for return. See section 1.6.

3.5 Partial Shipments

If one item in a multi-item order arrives damaged or incorrect, we will refund or replace that item only, not the whole order.

3.6 Wrong Item Received

If we send you the wrong item, we will replace it with the item you ordered at our cost.

3.7 Refunds

  • Refunds are made to the original payment method.
  • Original delivery charges are non-refundable.
  • We aim to resolve returns, refunds and cancellations within 7 business days, though complex cases may take longer.
  • Refunds outside the criteria above are at our discretion.

3.8 Shipping Charges

Shipping is calculated at 30% of the total order value. This rate reflects the specialist handling, insurance and international logistics required for handcrafted goods. Shipping charges are non-refundable.