Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@handmadebykontrast.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@handmadebykontrast.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@handmadebykontrast.com.
Return Policy
Refund & Return Policies
We work hard to source products you'll love, but in the unfortunate event that your purchase doesn't meet reasonable expectations or you've received a faulty item...
PLEASE KINDLY DO GET IN TOUCH WITH US and we will then schedule a phone call with you and find out the best solution for you! :)
Please do let us know about any issues or complaints you may have prior to leaving any public feedback as this would limit our options.
As we aim to keep the rustic characteristics of reclaimed furniture and our products are hand constructed using reclaimed materials, each piece will be unique!
Typically, recycled wood products feature finishes that vary, such as: distressed paint work, variations in wood grain and tone, old nails and nail holes, and warping due to age. So these are therefore not considered flaws, but characterful features that we love! Although, if something looks unusual to you, please do not hesitate to get in touch with us - we'll happily look into any concerns you may have.
RETURNS
The product will need to repackaged securely, (using the original packaging) to ensure it doesn't incur any damage on the return journey. The returned item will need to arrive in the same unused condition as it was sent.
If an item incurs damage as a result of inadequate packaging, the buyer would be responsible for any loss in value. This can affect the amount of the refund that is offered.
Return costs are to be paid by the buyer and items returned within 30 days in original condition.
SOURCED & BESPOKE ITEMS:
Items specifically made to your requirements that fall outside of our usual specifications, customisations to our made to order items where there has been a prior agreement, are are not covered by our usual return policy, as we may be left with an item that cannot be sold via our usual channels at our usual rates. www.gov.uk refers to these as 'personalised'
We of course welcome making customised made to order items, but if we have made out of the ordinary efforts and a change of mind occurs then we cannot offer the same terms. But we will still work with you to work out a solution.
DAMAGED/MISSING
If an item has sustained damage or gone missing on it's journey to you, please do get in touch with us and we will contact the courier and investigate this for you.
In the case of a missing package,
If the courier cannot find the missing package and confirm it is lost, we will send you a replacement as soon as possible.
In the instance of damage incurred in transit, or that the item differs significantly from the description; please get in touch and send over photographs of the areas in question. Once we can confirm that damage has been sustained, or that there is a fault with the item, we will arrange the collection and return of the item for you.
A replacement/full refund will be sent once the returned item has arrived back with us.
OTHER RETURNS
If you have changed your mind and wish to return your purchase, please get in touch with us and we will provide you with the return address, so you can then arrange the return.
All return costs are to be paid by the buyer and the items need to be returned within 30 days in original condition.