Returns & Refunds Policy

1. Introduction

 

1.1 This Returns & Refunds Policy (this Policy) sets out how returns, replacements, and refunds are handled for goods purchased from Fairmitre (Midlands) Ltd (we, us, our) through our website at www.fairmitremidlands.co.uk (the Site). It forms part of our agreement with you and should be read alongside our Terms & Conditions of Sale.

 

1.2 This Policy is available on the Site to all visitors without the need to log in, register, or provide any personal information.

 

1.3 Nothing in this Policy affects your statutory legal rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

 

2. Made-to-order goods

 

2.1 Every item we supply is manufactured to order at our mill, cut and produced to the specifications you provide.

 

2.2 As our goods are custom-made to your specification, we are unable to accept returns or offer refunds for change of mind, buyer's remorse, or goods ordered in error — including where the wrong quantity, dimensions, or specification was selected at the time of ordering.

 

2.3 This reflects the exemption for goods made to your specification or clearly personalised under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which removes the standard 14-day right to cancel for such goods.

 

2.4 Please check your measurements, specifications, and order details carefully before confirming your order. Orders cannot be cancelled once production has begun.

 

3. Faulty, damaged, or incorrect goods

 

3.1 We accept returns for goods that are defective, damaged in transit, or supplied incorrectly.

 

3.2 Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. Where goods do not meet this standard, you are entitled to a remedy as set out below.

 

3.3 Our standard remedy is to replace the affected goods at no cost to you.

 

3.4 If you notify us within thirty (30) days of delivery, you also retain the statutory right to reject the goods for a full refund, should you prefer this to a replacement.

 

3.5 Where a fault appears after thirty (30) days, we will repair or replace the goods, or provide a partial refund where appropriate.

 

3.6 We cover all return postage and collection costs for goods that are faulty, damaged, or supplied in error.

 

4. Checking your delivery

 

4.1 Timber can occasionally be damaged in transit. We ask that you inspect your goods within forty-eight (48) hours of delivery and report any visible damage or shortage to us as soon as possible, ideally with photographs.

 

4.2 Prompt reporting helps us resolve transit-damage claims quickly and before any goods are installed or worked.

 

4.3 This 48-hour inspection request is intended to help us deal with delivery damage efficiently. It does not limit your statutory rights: faults that could not reasonably have been identified on delivery may still be reported within the timeframes set out in Clause 3.

 

5. How to make a claim

 

5.1 To make a claim under this Policy, please follow the process below: – contact us using the details in Clause 9, quoting your order reference; – describe the issue and, where possible, include photographs; – keep the goods in their original condition and packaging where possible until the claim is resolved.

 

5.2 We will respond and, where a return is required, arrange collection or provide return instructions within two (2) business days of receiving your claim.

 

6. Refunds

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6.1 Where a refund applies, we will make it to the original payment method used for the order.

 

6.2 Refunds will be processed within fourteen (14) days of us receiving the returned goods, or of you supplying evidence that the goods have been sent back, whichever is earlier.

 

6.3 We do not charge any restocking fee.

 

7. The nature of timber

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7.1 Timber is a natural material. Variation in colour, grain, knots, and minor movement or moisture content are inherent characteristics and are not considered defects.

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7.2 We will always do our best to match your specification, but some natural variation is to be expected and does not constitute a fault.

 

8. Business (trade) customers

 

8.1 The statutory rights described in this Policy apply to consumers.

 

8.2 Sales to business and trade customers are governed by our separate Terms & Conditions of Sale.

 

9. How to contact us

 

9.1 If you have any questions about this Policy, or wish to make a claim, please contact us using the details below:

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Fairmitre (Midlands) Ltd Returns address: Unit 7 KDO Business Park, Worcester, WR6 6LG Email: fairmitremidlands@gmail.com Telephone: 01299 518009 Registered office: Coronation Cottage, Captains Lane, Oddingley, Droitwich, WR9 7NA Registered in England and Wales, company number 14859157