Refund Policy

Refund Policy

IMPORTANT INFORMATION

All products made and sold by DJB Woodwork are special orders, commissions and bespoke orders. As such, they are not stock items and not returnable without cause. Once the order is placed and before being processed, we will advise you on the lead time for the product to be dispatched. If you want an indication of the lead time before ordering please contact us by email at djwoodwork@gmail.com and we will contact you as soon as possible.

To qualify for a return and refund of a product, one of the following must apply.

  1. The goods were damaged on delivery. We would ask that should you suspect damage because of torn or damaged packaging that you photograph the packaging prior to and during unpacking the goods.

This will allow us to pursue an insurance claim with the shipper.

  1. That the goods are defective.
  2. That the goods are not the correct item.

In the unlikely event of your order being in one of these categories then you should contact us immediately by email at djbwoodwork@gmail.com or by telephone on 01983 721734. We will then arrange with you for the return of the goods. Goods returned without notification will not be accepted. Failure to notify us of defects on or immediately after delivery will result in dismissal of any claim. Once the product is returned in its entirety with original packaging, we will assess the problem and rectify the issue or make a refund via your original payment method.

PLEASE NOTE.

Wood of all species is subject to variations of grain texture, tone and colour and such variations will occur within the timber used in the products. This is a key part of the natural beauty of wood. Whilst we carefully select the timber used in our products such variations will occur. This variation is not cause for rejection of the product and claims for such will be dismissed.

WARRANTEE

Our products are warranted for 12 months from receipt of the item. This does not apply to items that have been misused, damaged or suffered from lack of care and maintenance. In truth, our timber products, if regularly nourished with suitable waxes and finishes will last a lifetime. Please refer to our general guidance on care and maintenance of timber products on our website.

 

I have made a mistake! Can I cancel my Order?

Yes, you have 24 hours after placing your order to cancel it.

Your order will not be processed for 24hrs. So if you’ve chosen the wrong item or selected the wrong size you can stop the order.

To cancel the order please email djbwoodwork@gmail.com and type in CANCELLATION in the subject box. This will aid the cancellation process.