Returns Policy

1. Made-to-Order Products
All Grafton Bell products are handmade to order. Because of this, the statutory 14-day right to cancel under the Consumer Contracts Regulations 2013 does not apply. Once your order has been
placed and confirmed, it cannot be cancelled or refunded unless the goods are faulty.


2. Business & Consumer Customers

  • Consumers (B2C): You do not have the right to change your mind once an order has been placed, as all goods are bespoke.

  • Business Customers (B2B): Orders are final. No cancellations or refunds are available unless agreed in writing.


3. Faulty or Defective Goods
If a product is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

  • Faults must be reported to us within 7 days of delivery at [insert email].

  • We may ask for photographs and details to assess the issue.

  • Where possible, we will repair or replace the item. If this is not feasible, we will issue a full refund.


4. Returns Process
If a return is agreed due to fault:

  • We will cover the cost of return postage or arrange collection.

  • Items must be returned in suitable protective packaging.

  • Refunds will be processed to your original payment method within 14 days of us receiving the returned goods.

5. Exchanges
We do not offer exchanges. If you wish to order a different product, a new order must be placed.


6. Contact for Returns
To notify us of an issue, please contact us.