What is your policy on returns and exchanges?Updated 9 days ago

What is your policy on returns and exchanges?

Changed your mind? You have 14 days.

If you bought online, you can cancel for any reason within 14 days after the day you receive your order. For multi-consignment orders, the 14 days run from the day the last item arrives.

Email [email protected] with your order number, or use the cancellation form in our Returns Policy. There is no cancellation fee.

One thing to know before you install ⬇

You're welcome to open the boxes and inspect everything — just as you would in a shop. But assembling or installing the frame goes beyond inspection.

If you install or use the product and then cancel, the law allows us to reduce your refund by the loss in value — and because an installed frame can't be resold as new, that reduction can be up to the full price.

If you're having second thoughts, contact us before you build.

Returning your order

Send the goods back within 14 days of cancelling. Return freight is at your cost — frames travel by pallet, estimated at £70–£100 depending on location.

Contact us first and we can help arrange collection. Your refund, including standard delivery, is processed within 14 days of the goods arriving back or you providing proof of sending.

Something faulty, damaged or missing?

That's completely different from change of mind — no fees, and we cover return costs.

Contact us with photos and your order number and we'll sort it quickly under the Consumer Rights Act 2015 and our warranty (10 years on frames, 12 months on accessories).

Outside the 14 days?

We may still accept an unused, uninstalled return in original packaging as a goodwill gesture — a restocking fee applies (£75 for frames / £25 for accessories) and you cover return freight. Get in touch and we'll do our best.