Refund policy

As a small family business handcrafting bespoke items, everything we make is filled with love.

As a producer of 100% natural handcrafted goods using materials such as wood, you may see some unique imperfections in your items. Sometimes, such issues simply can't be avoided and should only add to the charm of owning a piece of our natural world. 

We hope you love your items as much as we do but if not, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If, after 30 days, you find your purchase isn't performing as it should, has started to crack or bend, please contact us with photographs and we will happily discuss the issue and endeavour to rectify it. We want you to love your product and your experience with us, and will do whatever we can to correct any issues beyond the 30-day standard return policy.

To start a return, you can contact us at info@west-end-works.com. Please note that returns will need to be sent to the following address: West End Cottage, Five Oak Lane, Staplehurst, Tonbridge, TN12 0HT.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Unless the item arrived to the buyer damaged or faulty, the buyer will be responsible for return shipping costs and this amount will be deducted from any refund before it's issued.

You can always contact us with any return questions at info@west-end-works.com.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@west-end-works.com.