MTMMADE TO MEASURECARPENTRY & JOINERY
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Returns, cancellations & refunds

Standard website options: changing your mind

For boards ordered from our standard advertised size and profile options, this policy allows cancellation from ordering until 14 days after the day you receive the goods. If one order is delivered in parts, the period generally runs from receipt of the last item. Choosing office collection for an order concluded online does not by itself remove these rights.

Tell us clearly by email or post that you wish to cancel. You may use the cancellation form below, but do not have to. Return the goods within 14 days after telling us, unless we have agreed to collect them.

For change-of-mind returns, you can arrange and pay for suitable return transport of your choice, or bring the boards to 228 London Road, Portsmouth, PO2 9JQ by appointment without a collection charge from us.

Alternatively, we offer collection for £60 per order of up to 20 boards within 15 road miles of PO2 9JQ, plus Chichester city, excluding the Isle of Wight and ferry routes. If you choose this service, we confirm the charge and obtain your express agreement when booking. With your agreement, the £60 is deducted from the refund; otherwise payment arrangements are agreed before collection. This is a transport charge, not a cancellation or restocking fee. No £60 charge applies if you arrange your own return. Return arrangements for separately agreed orders outside this area must be provided before purchase.

Booking an appointment or discussing collection is not a requirement to obtain permission to cancel.

For cancellation of a whole order, we refund the goods and the standard outward delivery charge. If you chose a more expensive delivery service, we refund only the standard delivery element. Where we are not collecting, we may wait for the goods or evidence they were sent back, whichever comes first; we then refund within 14 days. If we offer to collect, the refund is due within 14 days of cancellation. If goods have not been supplied, the refund is due within 14 days of cancellation.

You may examine goods as you reasonably could in a shop. Where legally permitted, a refund may be reduced for diminished value caused by handling beyond that, such as cutting, drilling or finishing. We do not impose a blanket restocking fee or make original packaging a condition of cancellation. Please protect boards adequately for transport.

Genuinely bespoke orders

An individually agreed non-standard size, shape or personalised specification may fall within the legal exception for goods made to the customer’s specifications. Where that exception applies, we will explain it clearly before the contract is made. It is not triggered merely by calling an item “made to order”.

There is no automatic change-of-mind cancellation right for qualifying bespoke goods, even if manufacture has not yet begun. Nevertheless, contact us promptly if your plans change: we will consider any cancellation or alteration we can reasonably accommodate and explain any proposed costs before you agree. We do not impose an automatic forfeiture of the full price. Your rights regarding faulty, misdescribed or incorrectly supplied goods remain intact.

Faulty, damaged or incorrect boards

Tell us if goods arrive damaged, are faulty, do not match the description or differ from the agreed order. Please avoid altering them while we assess the issue where reasonably possible; this is not a blanket restriction on your rights.

You normally have a 30-day short-term right to reject non-conforming goods for a refund. Other remedies include repair or replacement at no cost, within a reasonable time and without significant inconvenience. If those remedies are unavailable, unsuccessful or not provided as required, a price reduction or final rejection may be available. Rights can continue beyond 30 days.

We arrange collection at no cost to you for faulty boards. We also bear reasonable necessary return/collection costs for damaged, misdescribed or incorrectly supplied goods for which we are legally responsible. A rejection refund is issued without undue delay and within 14 days of agreeing your entitlement. Misuse or damage caused after supply is distinct from an underlying defect; we will assess the circumstances rather than treating fitting or finishing as automatically voiding all rights.

Cancellation form

To: Simon Roberts, Made To Measure Carpentry & Joinery, 228 London Road, Portsmouth, PO2 9JQ, enquiries@mtom.biz.

I/We give notice that I/we cancel the contract for the following goods: