Returns & Cancellations

Cancelling Your Purchase

We may allow returns or cancellations of regular items at our discretion. Additional fees might apply, including shipping expenses that buyers must cover.

Important: Have your purchase reference (Sales ID) and item specifics ready.

Note that specialised or custom-built items cannot be returned or cancelled unless faulty. Since these are manufactured according to your requirements, they're not easily resold. Please review your selection carefully before confirming.

Starting a Return To begin the process, reach out via enquiries@bspokedesign.co.uk. We'll check your order status and provide next steps.

Contact options:

Email: enquiries@bspokedesign.co.uk Phone: 01922 214 994

Defective Items

Should you receive defective merchandise, notify us within 48 business hours after delivery. We'll arrange pickup of the affected items. Until collection, you're responsible for their safekeeping, including proper storage and packaging to prevent additional harm.

After we examine the returned items, you'll receive a complete refund if we confirm shipping damage or pre-delivery defects.

Component Replacements

Alert us within 48 hours of delivery about broken or damaged components for replacement requests. We'll supply appropriate substitute parts or products.

Following your report, we'll schedule item collection. After inspection, we'll send replacements according to our delivery timeframe.

Substitute parts may differ from originals. Check product specifications at www.bspokedesign.co.uk for details.

Note: We must receive returned items before shipping replacements; simultaneous exchanges aren't possible.

Incomplete Deliveries

Report any missing items to customer service within 48 business hours of package receipt. We'll track down missing components.

If items remain unfound, we'll offer either money back or replacement, based on management review. We may need supporting documentation like images or descriptions to process your request.

Incorrect Deliveries

If received items don't match your order details, email enquiries@bspokedesign.co.uk within 48 business hours. We typically respond within one business day.

Inspect all items before signing the delivery confirmation.

Shipping Returns

Please return unused items in original packaging to avoid extra charges. Package carefully for transit protection, as you're responsible until we receive them.

All returned merchandise undergoes inspection before processing.

Customised Items

We don't accept returns or cancellations of custom-manufactured items unless defective. These specially-made products follow your specifications and can't be resold. Consider carefully before finalising custom orders.

For items reported faulty but found working, return shipping costs may be charged or deducted from refunds. Items remain your responsibility until back in our possession.

Payment Returns

After confirming eligible returns, we'll refund your original payment method.

Questions? Email enquiries@bspokedesign.co.uk for return and refund inquiries.