TERMS & RETURNS POLICY
 

Quotes, sizes, dimensions
Whilst every effort is taken to correctly interpret measurements or diagrams supplied for a commission, it is the customer’s responsibility to ensure sizes, dimensions and shapes are correct on the quote provided. Once a deposit has been paid the details outlined in the quote will be taken as correct. In the case of an image being supplied by the customer without any dimensions, the dimensions are deemed subjective and any alterations to the product after delivery will be made at full cost (including postage/delivery) to the customer.

Payment
Heidi will require payment in full (including P&P) before the item can be dispatched. Payment is accepted via online bank transfer.

Alterations.
Every effort is made to ensure that your item is as close to the agreed design as possible. If you feel any alterations are required then please ensure that this is brought to Heidi’s attention within 7 working days of receipt and Heidi will do her best to resolve any issues and make any possible alterations. After this time you will be charged for the full cost of making alterations including delivery.

Delivery
Courier is used in the majority of cases, please allow 3-5 working days from dispatch for delivery. A tracking number can be supplied for the item upon request. If an item is not delivered within 5 working days of dispatch please contact Heidi on the 6th day and every effort will be made to resolve the issue, however Heidi cannot be held responsible for the service provided by the courier. Items will require a signature upon delivery. If an item fails to be delivered after 5 working days and is confirmed as lost by the courier, the customer has the option of having a replacement piece made or a full refund.

Damaged goods
If there is damage to the item please contact Heidi within 24 hours of delivery, any damaged item must be returned to Heidi within 7 working days using a ‘Signed For’ postal service Heidi will not accept claims for damage to the product after any work has been carried out on the product by the customer or third party, this includes any oiling, cutting, sanding, staining, varnishing or installing/fixing the product. Any work carried out on or to the product constitutes immediate acceptance of the product.

Returns Policy
If you decide that the product does not meet your requirements, by law you have 14 days to send the item back. Upon receiving the item back in its original condition and packaging a refund shall be issued, the customer is responsible for the return postage costs. Bespoke items are not eligible for a refund unless they have incurred damage in transit. Returns have to be sent back with the same courier as the item was delivered by.

I only use DHL, DX and Royal Mail.

Change in appearance to timber product.
Heidi cannot be held responsible for any cracking or warping of material due to age and natural drying out. Heidi goes to every effort to ensure that the wood used has been correctly dried out, however movement in solid wood cannot be prevented. Wood is an organic material and as such it is impossible to predict how it will age and any small cracks or shakes that appear after delivery do not constitute a fault in the product. Heidi cannot be held responsible for any damage to the product, or personal injury, due to inappropriate storage, lack of oiling or incorrect fixing.