Refund policy

Inwood Solutions — Returns & Exchange Policy

All Inwood Solutions furniture is handcrafted to order in our Cornwall workshop. Because every piece is made specifically for you, we are unable to offer free returns or refunds on made-to-order furniture items.

Your Right to Cancel (UK Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are made to the consumer's specification or clearly personalised. As all our furniture products are made to order, this statutory cancellation right does not apply once production has commenced. We will always confirm this clearly before beginning work.

If you have any questions about sizing, materials, or finish, please contact us before placing your order so we can ensure the piece is right for you.

Sensory Collection — 14-Day Returns

Items from our Sensory Collection are eligible for a 14-day return window from the date of delivery. To be eligible, items must be returned unused, undamaged, and in their original packaging. To start a return, contact us within 14 days of delivery at ryan@inwoodsolutions.co.uk or 07903487473. Please do not send items back without contacting us first.

Return shipping for Sensory Collection items is arranged via DPD UK or Royal Mail. Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

Furniture & Large Items — Exchanges Only

For all furniture and large items, we offer a 14-day exchange window from the date of delivery. If you wish to exchange your item, you must contact us within 14 days of receiving your order at ryan@inwoodsolutions.co.uk or 07903487473.

All exchange costs are the responsibility of the customer, including:

  • Return courier charge: A flat rate of £65 applies for the collection of large or heavy items (garden benches, large furniture), unless a different amount has been agreed in writing prior to the exchange.
  • Redelivery charge: Standard delivery charges will apply for the replacement item.

Items must be returned in the same condition as received — unused, undamaged, and in their original packaging where possible. Please do not send items back without contacting us first.

Damages & Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us immediately at ryan@inwoodsolutions.co.uk with photographs and we will resolve this at no cost to you. Please inspect all items carefully upon delivery and report any issues within 48 hours.

Non-Returnable Items

The following cannot be returned or exchanged:

  • Bespoke design & installation projects quoted separately
  • Sale items
  • Gift cards

Refunds

Refunds are not offered on made-to-order furniture items except in cases of damage, defect, or incorrect items as described above. Refunds for Sensory Collection returns will be processed to your original payment method within 10 business days of receiving and inspecting the returned item.

Contact

Inwood Solutions, Liskeard Farm Units, Merrymeet, Liskeard, PL14 3LS 📧 ryan@inwoodsolutions.co.uk 📞 07903487473