Cancellation & Refund Policy

Last updated: 23 May 2026

Everything we make is cut to order, to your exact specification. This policy explains when you can cancel an order and how refunds work.

1. Custom, made-to-order goods

Every piece is CNC-cut to the dimensions, material and design you provide. Because these items are made specifically for you and cannot be resold, our cancellation and refund terms are based on the stage your order has reached.

2. Cancelling an order

• Before design approval / before cutting begins — you may cancel free of charge. Any amount you have paid is refunded in full, less any third-party cost already incurred on your behalf (for example, special-order material already procured).
• After design approval, once cutting begins — the order can no longer be cancelled and the 70% advance is non-refundable, as production has started on a custom item made only for you.

3. Change of mind

Because items are custom-cut to your specification, we do not accept returns or give refunds for a change of mind once you have approved the drawing and production has begun. The exception is when the fault is ours — see our guarantee in section 4.

4. Our guarantee — if a piece is cut wrong

If a piece is not cut correctly — it does not match the drawing you approved, or it has a genuine manufacturing defect — we will remake and re-ship it free of charge, or give you a full refund, whichever you prefer. No questions asked. Every order is photographed against your approved drawing before it leaves our workshop, so this is simple to confirm. This guarantee is not time-limited by delivery — a wrong cut is our responsibility whenever it is identified.

5. Delivery damage — please check on the day of delivery

Every order leaves our workshop fully wrapped and corner-guarded, and we photograph the sealed, packed parcel before dispatch. Delivery is then made by a third-party courier. Because a finished piece moves onto a busy site where it is handled by several other agencies, any transit damage must be caught right away:

• Please inspect the parcel on delivery and report any transit damage to us the same day, before the end of the delivery day, with clear photographs of the packaging exactly as you received it (still wrapped, or just unwrapped).
• Reported this way, transit damage on an order that included Transit Damage Protection is put right with a free remake and re-ship.
• Once the delivery day has passed, or the piece has been moved into the site and handled, we can no longer distinguish transit damage from on-site handling by others — so transit-damage claims close at that point.

This delivery-damage window does not affect the guarantee in section 4: a piece that was genuinely cut wrong or defective is always our responsibility.

6. What is not covered

Variation within the standard ±2 mm CNC tolerance; natural variation in material grain, colour or texture; dimensions supplied incorrectly by you (re-cuts for customer-supplied measurement errors are chargeable); and any damage that occurs after delivery during on-site handling, storage or installation by you or your contractors.

7. How refunds are issued

Where a refund is due — a cancellation before production, a full refund you choose under our guarantee in section 4, or a duplicate or failed payment — it is made to your original payment method through our payment gateway, Razorpay, normally within 7–10 business days of approval. The time for the amount to reflect in your account depends on your bank.

8. How to request a cancellation or refund

Contact us with your order number as early as possible: