Returns & Cancellations

We want every piece to arrive safely and be right for your home.

This page explains how returns and cancellations work for shop items, bespoke work and made-to-measure joinery.

Standard shop orders

For standard items bought through the shop, you may cancel your order within 14 days of receiving it.

If you would like to return an item, please email us at info@loughboroughjoinery.co.uk with your order number and the reason for return.

Returned items should be unused, in their original condition and packaged carefully for return.

Return postage

Unless the item is faulty or damaged, the customer is responsible for the cost of returning the item.

We recommend using a tracked delivery service, as we cannot refund items that are lost or damaged on their way back to us.

Refunds

Once we have received and checked the returned item, we will process your refund to the original payment method.

Refunds are usually processed within [CHECK: 5–10 working days], depending on your payment provider.

Faulty or damaged items

If an item arrives faulty or damaged, please contact us as soon as possible at info@loughboroughjoinery.co.uk.

Please include:

your order number
photographs of the item
photographs of the packaging
a short description of the issue

We will review the details and arrange a suitable next step, which may include repair, replacement or refund depending on the situation.

Bespoke, personalised and made-to-measure work

Bespoke joinery, fitted furniture, made-to-measure pieces and personalised items are made specifically for your home, measurements, materials or agreed brief.

Because of this, they cannot usually be returned or cancelled once the design, materials or making process has been approved and begun, unless the item is faulty, damaged or not as agreed.

If you need to change or cancel a bespoke project, please contact us as soon as possible. We will always try to help where we can, but costs may apply where materials have been ordered, design work has been completed or making has already started.

Deposits and project payments

For bespoke work, deposit amounts, staged payments and cancellation terms will be explained in your quotation or invoice before work begins.

If you are unsure about anything before confirming a project, please ask and we will be happy to talk it through.

How to contact us about a return

Email:
info@loughboroughjoinery.co.uk

Phone:
01509 351036

Please include your name, order number and a short explanation of the issue so that we can respond clearly.