Returns & Refunds
Bespoke furniture is, by definition, made for one room — yours. The standard 14-day return option does not apply. Here is what does.
Last reviewed: 12 March 2026
1. Why bespoke is different
Each Verdano commission is built to your dimensions, in your fabric, on your schedule. Under the Consumer Contracts Regulations 2013, custom-made goods are exempt from the standard 14-day distance-selling cancellation. We compensate by spending a great deal of time getting the brief right before any timber is cut.
2. Cancellation before joinery
You may cancel a commission free of charge up to the point we begin cutting frames — typically four to five weeks after order. Once joinery begins, the deposit becomes non-refundable, because the materials and bench time are committed.
3. Cancellation after joinery
If you must cancel after joinery has started, we will refund the deposit minus the cost of materials already committed and the bench hours already spent. We will write to you within five working days with an itemised statement.
4. Faulty pieces on delivery
If the piece does not match the agreed specification — wrong dimensions, wrong fabric, joinery that fails inspection — we will, at our cost, remedy or rebuild the relevant element to the agreed specification. In the rare case where remediation is not possible, we will refund the price paid.
5. Damage in transit or installation
Our two-person delivery team carries each piece to its final position. Any damage caused by us in transit or installation is repaired or remedied at our cost, including any redecoration of your premises that the damage made necessary.
6. Latent defects
If a structural defect (frame, joinery, springs) becomes apparent within twelve years of delivery, we will repair the piece at our expense, including collection and return. Wear, fading and accidental damage are not latent defects but are often repairable on a paid-service basis at our standard hourly workshop rate.
7. Re-cover and refurbishment
Most Verdano frames are designed to be re-covered. We offer this service indefinitely — even on pieces we made fifteen years ago. Quotes are issued in writing on the basis of fabric and labour required.
8. How to start a claim
Email [email protected] with your project reference (it appears on every quotation, invoice and delivery note), photographs of the issue, and a short description. We acknowledge within five working days and arrange an inspection within twenty.
9. Statutory rights
Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015.