Refund policy

Returns & Refunds Policy

Last updated: January 2026

At Harrington Grey – Kitchen Design Studio, every service and product is delivered with care, clarity, and intention. Because much of what we offer is bespoke and time-based, our returns and refunds policy reflects the nature of our work.

Please read this carefully before making a purchase.

1. Design Consultations & Services

All consultation services (including but not limited to initial phone calls, discovery consultations, and technical design packages) are non-refundable once delivered.

  • Deposits secure time, preparation, and availability and are non-refundable once the consultation has taken place.

  • If you cancel more than 48 hours before a scheduled consultation, your deposit may be transferred to a future booking (one time only).

  • Cancellations within 48 hours of the appointment, or non-attendance, will result in forfeiture of the deposit.

Once design work has commenced or drawings have been issued, no refunds will be offered.

This does not affect your statutory rights.

2. Bespoke & Made-to-Order Items

Bespoke, made-to-order, or customised items (including kitchens, furniture, or components ordered specifically to your specification) cannot be returned or refunded once production has begun.

This includes:

  • Custom sizes

  • Custom finishes

  • Special orders from suppliers

These items are produced exclusively for you and cannot be resold.

3. Physical Products (Non-Bespoke)

If you purchase a non-bespoke physical product, you may request a return within 14 days of receiving the item, in line with the Consumer Contracts Regulations.

Conditions:

  • Items must be unused, undamaged, and in original packaging.

  • Return postage is the responsibility of the customer unless the item is faulty.

  • Refunds will be processed within 14 days of receiving the returned item.

4. Faulty or Damaged Items

If an item arrives damaged or faulty, you must notify us within 48 hours of delivery, providing clear photographs and a description of the issue.

Where a fault is confirmed, we will:

  • Offer a repair, replacement, or refund (at our discretion), in line with your statutory rights.

Damage caused after delivery, incorrect installation, or misuse is not covered.

5. Refund Method

Approved refunds will be issued to the original payment method only. Processing times may vary depending on your bank or payment provider.

6. Contact Us

If you have any questions regarding this policy, please contact us at:

📧 info@nottinghamshirejoinery.co.uk