Refund policy

REFUND & CANCELLATION POLICY

The Industrial Furniture Ltd (Company No. 13504075)
info@theindustrialfurniture.co.uk · 07391 717143

1. All our products are made to order

Every item we sell is handmade to order. Production begins only after you place your order and select your specification (including size, wood, finish, stain, fabric, leather or colour). Your order confirmation records the specification you have chosen. Because each item is made to your specification, the 14-day cancellation right does not apply (Consumer Contracts Regulations 2013, Regulation 28(1)(b)). Please check your selections, measurements and access carefully before ordering.

2. Cancellation

• Within 48 hours of placing your order: you may cancel by email for a full refund.
• After 48 hours: materials have been committed and production has begun. If you cancel, 20% of the order value will be retained to cover materials and production costs already incurred, and the balance will be refunded.
• After dispatch: the order cannot be cancelled.

3. Lead times

Lead times shown on our website are estimates. As every piece is handmade to order, production times can vary, and the agreed delivery period for made-to-order items is up to 24 weeks from the date of your order. A delay within this period does not entitle you to cancel without the charge in Section 2, nor is it grounds for a refund. If we expect your order to take longer than 24 weeks, we will contact you with a revised date. If we cannot deliver within a reasonable additional period agreed with you, you may cancel for a full refund. We are not responsible for delays caused by events outside our control (for example supplier, shipping or customs delays); in such cases we will keep you informed and deliver as soon as reasonably possible.

4. No change-of-mind returns

We do not accept returns, exchanges or refunds for change of mind, incorrect measurements, colour preference, or because an item does not suit your space.

5. Faulty, damaged or not-as-described items

Your statutory rights under the Consumer Rights Act 2015 are not affected. To help us resolve any issue quickly:

• Transit damage: inspect items when unwrapped on delivery, note any damage on the delivery note, and email clear photos within 48 hours of delivery.
• Other faults: report them as soon as you notice them, with photos and a short video showing the issue in normal daylight.
• Assessment: we may ask to inspect the item ourselves or arrange an independent inspection. Where a fault is confirmed, we will repair, replace or refund in line with the Consumer Rights Act 2015 and cover any collection costs. Most finish and minor issues can be repaired quickly by our workshop.

6. What is not a fault

Our furniture is made by hand from solid natural wood. The following are natural characteristics of the material, not defects:

• variation in grain, knots, colour, tone and figure between pieces and against product photos;
• small natural checks and fine cracks, and seasonal movement as the wood responds to humidity and temperature;
• slight variation in the sheen or texture of a hand-applied lacquer, oil or stain, where it is not visible from a normal viewing distance (approx. 1 metre) in natural daylight;
• dimensional variation of up to ±2 cm.

The following are also not covered: damage caused by use, accidents, heat, moisture or spills, direct sunlight, unsuitable cleaning products, pets, incorrect assembly (including drilling), or normal wear and tear.

7. Unfounded claims

If we inspect an item and it is not faulty (for example, the issue falls under Section 6), any collection, inspection and redelivery costs will be charged to you: Chair £30, End table £40, Bench £60, Table £120, Sofa £200 (per item).

8. Refunds

Approved refunds are made to the original payment method within 14 days of the item being received back by us, or of our agreeing to the refund where no return is needed. We do not refund price differences arising from later promotions or price changes.

9. Returns address

Where a return is agreed, the return address will be shown on your return label.

10. Delivery and access

Please see our Shipping Policy. If delivery fails because an item does not fit through the access points, or no one is present at an agreed delivery slot, re-delivery and storage charges will apply.

11. Disputes

Please contact us first with any concern; we aim to reply within 2 working days. If a payment dispute is raised, we will provide the card issuer with your order confirmation and selected specification, delivery records, photos and all correspondence.

Contact: The Industrial Furniture Ltd, Company No. 13504075, Registered Address: 7 Stoke Newington Church Street, London, UK N16 0NX.
Email: info@theindustrialfurniture.co.uk. Telephone: 07391 717143.