Information about order cancellation and refund procedures.
This Return Policy explains the procedures and terms for cancelling orders and requesting refunds for bespoke furniture commissions from Arttrustworthyhi. Please read this policy carefully, as bespoke furniture commissions involve custom work that begins upon agreement.
Bespoke furniture is custom-made to your specifications. Each piece is designed and constructed specifically for your requirements, which means it cannot be resold to another client. This affects cancellation and return policies, as outlined below.
If you wish to cancel your order before work has commenced, you may do so by contacting us in writing. If cancellation occurs before any work has begun, you may be entitled to a full or partial refund of any deposit paid, subject to any costs already incurred (such as material ordering or design work completed).
Once work has commenced on your commission, cancellation becomes more complex. The following applies:
If you request significant changes to the approved design after construction has commenced, additional costs may apply. These costs will be discussed and agreed upon before changes are implemented.
Refund requests must be made in writing to our contact address or email. We will review your request and respond within a reasonable timeframe, typically within 14 business days.
If a refund is approved, it will be processed using the same payment method used for the original transaction, unless otherwise agreed. Refund processing times may vary depending on your payment method and financial institution.
Once a commission is completed and delivered, returns are generally not accepted due to the bespoke nature of the work. However, we are committed to ensuring your satisfaction with the finished piece.
If you have concerns about a completed commission, please contact us immediately. We will work with you to address any issues, which may include adjustments, repairs, or other solutions as appropriate.
If you believe your furniture has a defect or quality issue, please contact us as soon as possible. We will inspect the piece and, if a defect is confirmed, we will work to resolve it through repair, adjustment, or other appropriate means.
Natural characteristics of wood, such as grain variation, color differences, or minor movement, are not considered defects. These are inherent qualities of natural materials.
If your furniture arrives damaged during delivery, please contact us immediately. We will arrange for inspection and, if damage is confirmed, we will work to repair or replace the affected components.
It is important to inspect your furniture upon delivery and report any concerns promptly. Delays in reporting may affect our ability to address issues.
If installation reveals issues with fit or function, please contact us immediately. We will work to resolve installation issues, which may involve adjustments, modifications, or other solutions.
If you are not satisfied with how a cancellation or refund request has been handled, we encourage direct communication to resolve the matter. We are committed to fair resolution of disputes and will work with you to find an appropriate solution.
In cases of force majeure (circumstances beyond our reasonable control, such as natural disasters, pandemics, or supply chain disruptions), cancellation and refund terms may be adjusted to reflect the circumstances.
To cancel an order or request a refund, please contact us:
Arttrustworthyhi
Church Farm
High St, Eyeworth
Sandy SG19 2HH
United Kingdom
Email: privacy@arttrustworthyhi.world
Telephone: +447896206869
Please include your order reference number (if applicable) and details of your cancellation or return request.
We may update this Return Policy from time to time. Material changes will be communicated to clients with active commissions. The policy in effect at the time of your commission will apply to your order.
Approved refunds will be processed within 14 business days of approval. The refund will be issued using the same payment method used for the original transaction, unless otherwise agreed.
Please note that refund processing times may vary depending on your payment method and financial institution. Credit card refunds typically appear on your statement within 5-10 business days.
In some cases, partial refunds may be appropriate. For example, if work has been completed on part of a multi-piece commission, a partial refund may reflect the value of work not yet completed.
Partial refunds are calculated based on work completed, materials used, and costs incurred up to the cancellation point.
Bespoke furniture is customized to your specifications, which may include personalization such as engravings, specific dimensions, or custom finishes. Once customization work has begun, cancellation may be subject to additional terms.
We will discuss customization options and any cancellation implications before work commences.
Upon delivery, please inspect your furniture carefully. Any concerns should be reported immediately. Acceptance of delivery does not waive your rights regarding defects or quality issues, but prompt reporting helps us address concerns effectively.
For distance contracts, you may have a right of withdrawal under consumer protection laws. However, this right may not apply to bespoke goods made to your specifications. We will inform you of your rights at the time of order.
If you are not satisfied with how a cancellation or refund has been handled, please contact us to discuss the matter. We are committed to fair resolution of disputes.
If we cannot resolve a dispute through direct communication, you may have the right to refer the matter to an alternative dispute resolution service or seek legal advice.
All return and cancellation requests must be made in writing. Please include your order reference number, the reason for cancellation or return, and any relevant documentation.
We will acknowledge receipt of your request within 5 business days and provide an estimated timeline for resolution.
Last Updated: 2025