Refund policy

Returns & Refunds Policy

This policy applies to purchases made through the Cotswold Weald website. Cotswold Weald makes signs, plaques, coasters and personalised items from materials including solid wood and natural slate. Many items are made to order or personalised, so please read this policy before placing an order.

Standard, non-personalised items

  • For standard, non-personalised items bought online, you can tell Cotswold Weald that you want to cancel your order within 14 days of receiving it.

  • You then have another 14 days to return the item.

  • Returned items must be unused, undamaged and in resalable condition.

  • Return postage is the customer’s responsibility. We recommend using a tracked postal or courier service, as Cotswold Weald cannot be held responsible for returned items lost in transit.

  • If you cancel a standard order, your original delivery cost will be refunded up to the basic delivery rate.

Personalised and custom-made items

  • Personalised, custom-made and made-to-order items cannot usually be cancelled, returned or refunded unless they are faulty, damaged or not made as agreed.

  • This includes items made with customer-supplied names, numbers, wording, dates, logos, artwork or other custom details.

  • Please check all personalisation details carefully before ordering. Cotswold Weald is not responsible for mistakes entered by the customer.

  • Where a proof or design preview is supplied, the item will be made using the approved proof.

Faulty, damaged or incorrect items

  • If your item arrives faulty, damaged or incorrect, please contact info@cotswoldweald.co.uk as soon as possible. Under the UK Consumer Rights Act, consumers have up to 30 days to reject faulty goods for a full refund.

  • Please include:

    • your order number

    • photos of the item

    • photos of the packaging

    • a short description of the issue

  • If the item is confirmed to be faulty, damaged in transit or incorrect, Cotswold Weald will arrange a suitable resolution. This may be a replacement, repair or refund depending on the situation, and return postage costs will be covered by us.

Natural materials

  • Wood grain, knots, colour variation, slate texture, chipped slate edges and natural markings are part of the materials used and are not classed as faults.

Refunds

  • Refunds for returned standard items will be processed once the item has been received and checked.

  • Refunds will be made to the original payment method where possible.

How to start a return

  • To request a return, email info@cotswoldweald.co.uk.

  • Please include your order number and the reason for the return.

  • Do not send items back without contacting Cotswold Weald first.