Returns & Refunds Policy
We want you to be delighted with your handmade item. Because our items are crafted by hand, slight variations in size, colour, texture, and wood grain are natural parts of our work.
1. Your Right to Cancel (Standard Items)
For non-custom items (e.g. Items Ready To Ship/Non- Custom Made to Order Items), you have the right to change your mind within 14 days of receiving your order.
Notification: Email us at AfterGraftncl@Gmail.com within 14 days to notify us.
Return Window: You then have a further 14 days to return the item to our studio.
Condition: Items must be unused and in their original packaging. We may reduce your refund if the item shows signs of handling beyond what is necessary to inspect it.
2. Bespoke & Custom Made to Order Items
Under UK Law, items made to your specific requirements (such as custom-sized items or commissioned art) are exempt from the 14-day cooling-off period. These items cannot be returned or refunded unless they are faulty.
3. Faulty or Damaged Goods
If your item arrives damaged or develops a fault, you have a 30-day right to reject the item for a full refund under the Consumer Rights Act 2015.
Reporting Damage: Please inspect your delivery immediately. If a piece (especially ceramics or glass) arrives broken, please send photos of the item and packaging to AfterGraftncl@Gmail.com within 48 hours.
4. Return Shipping
Unwanted Items: You are responsible for the cost and risk of return shipping. We strongly recommend using a tracked and insured service, as we cannot refund items lost or damaged during their return journey.
Faulty Items: We will cover the return shipping costs or arrange a collection if the item is faulty.
5. Refunds
We will process your refund within 14 days of receiving the item back. Your refund will include the cost of standard outbound delivery.
Studio Collection & In-Person Returns
If you are local to Newcastle, you are welcome to handle your order in person to avoid shipping fees and ensure the safety of fragile items.
Free Studio Collection: Select 'Studio Collection' at checkout. We will email you at Aftergraftncl@gmail.com (or your provided contact) when your piece is ready to arrange a collection window.
In-Person Returns: You may return standard stock items directly to our studio to save on return postage. Please email us first to schedule a drop-off time, as the studio is a working space and isn't always open for visitors.
Inspection upon Collection: For large furniture pieces, we encourage you to inspect the item thoroughly during collection. Once an item has been inspected and taken from the studio, the 14-day "change of mind" period still applies for online orders, but you will be responsible for transporting it back safely.