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Returns Policy

Returns Policy

Faulty or Damaged Products

In the unlikely event that there is damage to any product or packaging upon arrival, please state the damage on the delivery note prior to signing.

Please note that as the majority of our products are produced from natural materials, there will be variations on grain and colour.  This is part of the beauty of natural timber and is not considered to be a defect.  No claims relating to variation in grain and/or colour will be entertained.

Please ensure all goods are checked within 48 hours of delivery to ensure they are free from any other faults and manufacturing defects.

Ensure that you email us at within 48 hours of delivery in order to confirm any damage that was noted upon delivery, or any faults or defects subsequently found. Please confirm the product(s) affected and supply photographs of the damage / fault(s).  Also, be sure to include the following:

  • Order number
  • Name
  • Address
  • Phone number.

We will acknowledge receipt of your email within 1 working day.  We will then advise the course of action to bring this to a resolution.

Any refunds will be made to the account used to purchase the original product(s).

Any items being replaced or returned must be kept in an unaltered state and reasonable condition for collection and return unless otherwise agreed in writing.

Damage due to misuse, negligence or alteration of the product is not covered under our returns policy and replacements or refunds cannot be issued if these terms are breached.

Cancellation of Order

Under the Consumer Contracts Regulations 2013, you can cancel your order at any time from when it is placed up to 14 days after delivery.

This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods.
  • Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement (e.g. a letter sent by email or post), including details of your name, address, details of the order you wish to cancel and your phone number and email address.
  • You can cancel by emailing us at, or notify us in writing by post to; Customer Service, Tranik House Ltd, 1 The Old Sawmills, Sidmouth, Devon, EX10 0HP.
  • We will provide you with a refund for the value of the order.  This includes the cost of delivery (except for any supplementary costs if you chose a type of delivery other

than the standard and least expensive method of delivery available).  However we will deduct from the refund the cost of collecting the goods*.  You will be advised of this cost when you notify us of your wish to cancel. The cost may vary from any delivery charge paid originally.

  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

* Alternatively you can return the goods to us at your own expense. In these circumstances we would strongly recommend you use a fully insured service as we would be unable to refund any items which are damaged in transit.

Any refunds will be made to the account used to purchase the original product(s).

Products no longer required

After the period of 14 days from delivery and up to 30 days from delivery we will still accept returns of items no longer required. We must be notified in writing of your wish to return these items within the 30 day period.  

Any items being returned under these circumstances must be free from damage, in an unused state and in the original packaging.  These items will be subject to minimum 25% restocking charge and collection charges. You will be advised of all costs at such time as is relevant, for you to confirm you are happy to proceed under these terms.

Where multiple items have been supplied under a package price, ALL of these items must be returned for any refund to be issued.

Any refunds will be made to the account used to purchase the original product(s) no later than 14 days after the day we receive back from you the goods supplied.

Returns of bespoke, tailor made or made to order items will not be considered at any time.