Refund policy

Returns and refunds

Our products are made to order. If you have a question about cancelling or returning an order, please contact us at sales@orwell-joinery.co.uk with your order number.

Personalised items

Please check all wording you enter before placing your order. If we make a personalised item using the wording you supplied, we don't normally accept a change-of-mind return or a return because the wording you entered was incorrect. This does not affect your rights if an item is faulty, damaged, or not made as ordered.

Plain items

If you would like to cancel or return an item without personalisation, please contact us. We will handle your request in line with your applicable consumer rights. Being made to order does not, by itself, remove those rights.

Damaged, faulty or incorrect items

If your order arrives damaged, has a fault, or is not what you ordered, please contact us at sales@orwell-joinery.co.uk with your order number and details of the issue. Photos can help us assess what happened. We will review the issue and arrange an appropriate remedy, which may include a replacement or refund, in line with your legal rights.