Refund & rework policy.
We do not sell off-the-shelf products, so the standard “return within 30 days” rules do not really apply. This page sets out how we handle cancellations and rework instead.
Walk-through and quote stage
The on-site walk-through is free and carries no obligation. Until both parties sign a quote, no money has changed hands and there is nothing to refund.
Deposit and pre-build cancellation
Once a quote is signed, a 30% deposit secures your slot in the studio calendar. If you cancel before any drawings are issued, the deposit is refunded in full within ten working days, less any out-of-pocket fees we have already paid (typically nothing).
If we have already produced drawings or ordered materials specific to your project, the cost of those items is deducted from the refund and the remaining balance returned within ten working days.
During the build
Once work has started on site, refunds are handled case by case based on what has been completed and what materials have been used. The principle is simple: you pay only for the work and materials that are genuinely yours, and the studio absorbs the cost of anything we cannot resell or reuse.
Rework
If at hand-back something is not finished to the agreed spec, we come back at no charge until it is. There is no time limit on this for visible defects flagged within fourteen days of hand-back; after that the standard warranty applies (see terms of engagement).
Warranty repairs
Plaster cracking due to installation, settled cornice, or LED driver failure within the warranty window is repaired at no cost. Damage caused by water intrusion, structural settlement, or third-party works is outside the warranty but we are happy to quote the repair.
How to start a refund or rework request
- Email [email protected] with the subject line “Project review.”
- Include the project address and a couple of photos showing the issue.
- We will respond within two working days with a proposed visit time.
Goods purchased separately
On the rare occasion we resell a finished item (for example a custom cornice profile that you take with you), unused goods can be returned in their original condition within fourteen days of delivery for a full refund minus the original delivery fee.