At Coastal Woodburners Limited, we strive to ensure our customers are completely satisfied with their purchases. However, we understand that sometimes circumstances change, and you may need to return an item. Please review our refund policy below to understand how we handle returns and refunds.

1. Standard Products

If you are not entirely satisfied with your purchase, you may return the item(s) within 14 days of receipt for a full refund, provided the product is in its original condition, unused, and in its original packaging. Proof of purchase is required for all returns.

2. Ordered-in Products

For products that have been ordered specifically for your job (special orders), a restocking and handling fee may apply, the amount will vary between manufacturers. The item must be returned within 14 days of receipt, in its original condition, unused, and in its original packaging. Proof of purchase is required for all returns.

3. Custom-Made/ Made-to-Order Products

Custom-made or made-to-order products are non-refundable once production has commenced. Due to the bespoke nature of these items, we are unable to accept cancellations or returns once the manufacturing process has begun.

4. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us within 48 hours of receiving your order. We will arrange for a replacement or refund as appropriate. Please retain all packaging materials, as they may be required for the return process.

5. Return Process

To initiate a return, please contact our customer service team at [contact information]. We will provide you with instructions on how to return the item. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

6. Refunds

Approved refunds will be processed within 7-10 business days, and a credit will automatically be applied to your original method of payment. Please note that shipping costs are non-refundable.

7. Shipping Returns

You will be responsible for paying for your own shipping costs for returning your item, unless the return is due to an error on our part. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

8. Non-Returnable Items

Certain items are exempt from being returned:

• Gift cards
• Clearance items
• Custom-made or made-to-order products once production has started

If you have any questions regarding our refund policy, please do not hesitate to contact us at info@coastalwoodburners.co.uk or contact our showroom on 01726337570