Returns Policy
Returns & Refunds
Last updated: September 2026
At Windy Ridge Woodwork, every piece is made with care and attention to detail.
We want you to be delighted with your purchase. If something isn’t right, please get in touch and we’ll do our best to put it right.
Change-of-Mind Returns
If you purchase a standard, non-personalised product from us online, you generally have the right to cancel your order within 14 days of receiving it, without giving a reason.
If you decide you would like to return your order, please email:
Please include your order number and let us know that you wish to cancel your purchase.
Once you have told us that you wish to cancel, you will normally have a further 14 days to return the item.
Condition of returned products
Products should be returned securely packaged and in a condition that allows them to be inspected.
You are entitled to handle an item to the extent necessary to establish its nature, characteristics and functionality, in much the same way that you would be able to inspect it in a shop.
We may be able to reduce a refund where an item has been handled beyond what is reasonably necessary and its value has consequently been reduced, where permitted by law.
Bespoke and Personalised Products
Because bespoke and personalised products are created specifically for you, the standard 14-day change-of-mind cancellation right may not apply where the relevant legal exception applies.
This can include products where you have selected or specified particular:
dimensions;
timber combinations;
designs;
layouts;
engravings;
personalisation; or
other custom requirements.
If you are unsure whether your product qualifies as bespoke or personalised, please contact us before placing your order.
Bespoke products remain covered by your statutory rights if they are faulty, damaged or not as described.
Faulty or Damaged Products
If your product arrives damaged or you believe it is faulty, please contact us as soon as possible.
Please provide:
your order number;
a description of the issue; and
photographs of the product and packaging where appropriate.
We will assess the problem and, depending on the circumstances, may offer a repair, replacement, refund or another appropriate remedy.
Your statutory rights are not affected.
Incorrect Products
If you receive an item that is different from the product you ordered, please contact us before returning it.
We will arrange an appropriate solution and, where necessary, cover the reasonable cost of returning the incorrect item.
Refunds
Where you are entitled to a refund, we will process it within the applicable legal timeframe.
For a standard cancellation, we will normally refund:
the price paid for the product; and
the cost of standard delivery.
If you selected a more expensive delivery option, we are generally only required to refund the cost of the standard delivery option.
Refunds will normally be made using the original payment method.
Return Postage
For a change-of-mind return, you will normally be responsible for the direct cost of returning the item.
Where an item is faulty, damaged, incorrect or otherwise covered by a statutory remedy, we will deal with reasonable return costs as appropriate.
Natural Characteristics of Wood
Natural variations in hardwood are not normally considered defects.
Every piece of timber has its own grain, colour and character. Small variations, knots, figuring and changes that naturally occur as timber responds to its environment are part of owning a handmade wooden product.
These characteristics do not normally qualify an item for a refund simply because they differ from a photograph or another piece of the same product.
Contact
If you need to discuss a return, refund or product issue, please contact:
Please don’t hesitate to get in touch. We would much rather have the opportunity to resolve an issue than leave you disappointed.