Returns & Refunds Policy

Last Updated: March 2026

1. Your Cancellation Rights

Under UK Consumer Contracts Regulations:

Standard (Non-Custom) Items:

- You have 14 days from receipt to return unused items in original condition

- Return shipping costs are the buyer's responsibility

- Items must be undamaged and in resalable condition

Custom & Bespoke Items:

- Custom-made goods are exempt from the 14-day cancellation right under UK law

- Once production commences after design approval, bespoke items are non-refundable

- This includes: personalized house signs, custom hardware, bespoke commissions, and made-to-order items with your specifications

Restoration Services:

- Once restoration work has commenced, the service is non-refundable

- If you cancel before work begins, any deposit paid is non-refundable but can be credited toward future services

2. Damaged or Faulty Items

Transit Damage:

- Inspect your item immediately upon delivery

- Contact us within 48 hours with photos of both packaging and product

- We will arrange a replacement or full refund (including return shipping)

Manufacturing Defects:

- Contact us within 14 days of receipt with photos

- We will assess and arrange repair, replacement, or refund as appropriate

- Natural wood characteristics (grain patterns, knots, color variation) are not defects

3. What Is NOT Covered

We cannot accept returns for:

- Custom or bespoke items after production has started

- Items damaged due to misuse, improper installation, or lack of maintenance

- Natural weathering or movement of timber after delivery

- Items returned after 14 days (non-custom goods)

- Items not in original, unused condition

- Items damaged in return transit without adequate packaging

4. How to Return an Item

If eligible for return:

1. Contact us at info@ukwoodpeckers.co.uk within 14 days

2. Wait for return authorization before shipping

3. Pack the item securely in original packaging (or equivalent)

4. Ship via a tracked service (you are responsible for return shipping costs and risk)

5. Include your order number and reason for return

5. Refund Process

- Refunds processed within 14 days of receiving the returned item

- Refunds issued to the original payment method via Stripe

- Original shipping costs are non-refundable (except for damaged/faulty items)

- We reserve the right to deduct costs if items are returned not in original condition

6. Exchanges

- We do not offer direct exchanges

- If you wish to order a different item, return the original (if eligible) and place a new order

7. Restoration Service Returns

- If you are unsatisfied with restoration work, contact us within 7 days of receipt

- We will review photos and arrange appropriate remedy

- Refurbishment restores character and protection; it does not make items look "as new"

- Expectations should be set during the assessment phase

8. Cancellations Before Dispatch

Made-to-Order Items:

- If you cancel before production begins, we will issue a full refund

- If production has started, the item is non-refundable

In-Stock Items:

- Contact us immediately if you wish to cancel

- If not yet dispatched, we will issue a full refund

- If already dispatched, standard return policy applies

9. Contact Us for Returns

Email: orders@ukwoodpeckers.co.uk

Please include:

- Order number

- Reason for return

- Photos (if damaged/faulty)

We aim to respond within 2 working days.

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© 2026 UK Woodpeckers. Handcrafted in Devon, UK.

UK Woodpeckers Returns & Refunds Policy