Return and exchange

Made-to-Order Items

Most of our products are made to order and individually crafted for each customer. These items are not held in stock and are produced exclusively based on your specifications.

As such, they are non-returnable and cannot be cancelled once production has begun, in accordance with the UK Consumer Contracts Regulations 2013 (Regulation 28(1)(b)), which excludes custom-made goods from standard return rights.

Made-to-order products are clearly marked as such on the product page and at checkout.

Please ensure that all details — including dimensions, finishes, and access requirements — are correct before placing your order, as changes cannot be made once production starts.

If you require clarification regarding materials or specifications, please contact us before ordering.

Cancellations for Made-to-Order Items

Orders for made-to-order items can be cancelled within 3 working days of placing your order.

After this period, your order will enter production, and a cancellation fee of up to 50% may apply depending on the product type and stage of manufacture.

Once production is fully underway, no cancellations or changes can be accepted.

Stocked Items

Items that are held in stock and available for immediate dispatch can be returned within 14 calendar days of delivery, provided they are:

  • In original packaging
  • In unused and resalable condition

If an item has been assembled, used, or altered beyond what is necessary to inspect it, a deduction may be made from your refund to reflect the reduced resale value.

Return shipping for stocked items is the responsibility of the customer.

You may return goods directly to our warehouse or request a collection service (charged at cost).

For large or fragile items, we may arrange specialist handling, and associated costs will be deducted from your refund.

Returns requested after the 14-day period may not be accepted unless the item is faulty or damaged.

If a return is refused and the item needs to be sent back to you, a redelivery charge will apply based on size and destination.

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery.

We will review the issue promptly and arrange an appropriate resolution — this may include a repair, replacement, or full refund.

This policy does not affect your statutory rights under the Consumer Rights Act 2015:

  • You may reject faulty items within 30 days for a full refund.
  • If a fault develops within six months, we will arrange a repair or replacement at no additional cost.
  • If a return is required due to a fault, we will cover all return shipping costs.

Delivery & Access Requirements

Before placing your order, please check that the product can be safely delivered into your property — including through doorways, staircases, and any restricted spaces.

Orders are accepted on the understanding that sufficient access has been confirmed by the customer.

If delivery cannot be completed due to restricted access, any redelivery or return charges will be billed to the customer.

How to Request a Return

To initiate a return or discuss an issue, please contact our customer service team.

All returns must be pre-authorised — unauthorised returns cannot be accepted or refunded.

📧 Email: support@almeidainterior.co

📞 Telephone: ‪+1 (901) 443-8914‬