Bespoke Cancellation & Refund Policy

Statutory Framework: Consumer Contracts Regulations 2013 • Consumer Rights Act 2015

Statutory Exemption for Bespoke Goods

In accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day cancellation right (cooling-off period) does not apply to goods that are made to the consumer's bespoke specifications or are clearly personalized. Because every commission produced by Cotswold Woodcraft & Joinery Ltd is uniquely designed, dimensioned, and handcrafted to order, ordinary distance cancellation rights do not apply once manufacture has commenced.

1. Phased Cancellation Terms Prior to Fabrication

We recognize that project circumstances may unexpectedly change. To treat our clients fairly while protecting our workshop from unrecoverable expenses, we operate a structured phased cancellation framework:

Stage of Commission	Cancellation & Refund Terms
Phase 1: Prior to Laser Site Survey	Full refund of deposit paid, minus a £150 administrative file setup charge.
Phase 2: After Survey but Prior to CAD Approval	Deposit refunded less documented surveyor fees and architectural drafting hours incurred (billed at our standard workshop draughtsman rate of £65/hour).
Phase 3: After CAD Approval & Timber Procurement	Client is liable for design fees and the cost of dedicated certified hardwood lumber already ordered and delivered to our workshop. The physical timber remains the property of the Client.
Phase 4: After Timber Cutting & Joinery Assembly Begins	No cancellation or refund permitted. The Client remains legally liable for the full contract value as the components cannot be resold or repurposed.

2. Workmanship Defects & Right to Rectification

Under the Consumer Rights Act 2015, goods supplied must be as described, fit for purpose, and of satisfactory quality. If any bespoke joinery component demonstrates a material structural defect or fails to adhere to the approved CAD specification due to faulty workmanship, you possess enforceable statutory rights:

Prompt Rectification: The Company will, at its own workshop expense, inspect, adjust, repair, or remanufacture the defective component within a reasonable timeframe and without significant inconvenience to the Client.
Replacement: If repair is technically impossible or disproportionately impracticable, the Company will replace the affected component without additional charge.
Price Reduction: If rectification cannot be achieved satisfactorily within a reasonable timeframe, the Client is entitled to an appropriate price reduction agreed mutually or determined by independent professional arbitration.

3. Procedure for Submitting Cancellation or Defect Notices

All cancellation notices, defect notifications, or warranty claims must be submitted formally in writing to ensure an unambiguous audit trail:

By Email: [email protected]
By Recorded Post: Customer Care, Cotswold Woodcraft & Joinery Ltd, Unit 4, Mill Valley Estate, Burford Road, Minster Lovell, Witney, Oxfordshire, OX29 0RJ.

Our workshop management will acknowledge written notices within two (2) business days and schedule an on-site inspection or formal response within five (5) business days.

Statutory Exemption for Bespoke Goods

1. Phased Cancellation Terms Prior to Fabrication

2. Workmanship Defects & Right to Rectification

3. Procedure for Submitting Cancellation or Defect Notices

Planning a Bespoke Timber Commission?