Legal

Returns and Refunds

Last updated: 23 May 2026

This page explains how returns, exchanges and refunds work at MacMaster Design. Because every piece we sell is handcrafted to order, the terms below balance careful aftercare with the practical realities of making bespoke furniture and lighting. Your statutory rights as a consumer are not affected.

1. The made-to-order principle

Every MacMaster product is made specifically for you in your chosen timber, finish and size. Production does not begin until we have received payment in cleared funds. Because work begins as soon as your order is confirmed, our ability to accept changes, cancellations and returns is more limited than it would be for off-the-shelf goods.

2. Goods damaged in transit

Please inspect your order as soon as it arrives. If anything is damaged on receipt, you must contact us in writing within 2 working days. We rely on our carrier’s insurance, and outside that window, we will not be able to claim, which means a replacement or refund may not be possible.

When you contact us, please include:

• Your order number and contact details.
• A description of the damage.
• Photographs of the damaged item and, where relevant, the outer packaging.

Please keep the original packaging until the issue is resolved. We will respond promptly with the next steps, which usually involve collecting the item and arranging a repair or replacement.

3. Faulty goods and the 2-year guarantee

Every MacMaster product is covered by a 2-year guarantee against defects in materials and workmanship from the date of delivery. If a fault appears during normal domestic use within that period, please contact us, and we will arrange a repair or, at our discretion, a replacement at no cost to you.

The guarantee does not cover damage caused by accident, misuse, alteration, exposure to extreme conditions, or the natural ageing of timber and finishes. The guarantee is in addition to, and does not affect, your statutory rights.

4. Cancelling an order before production starts

If your circumstances change, please tell us as soon as possible. As long as we have not yet started production, you may cancel without charge, except for any non-refundable bespoke deposits that have been agreed in advance, and we will refund the balance within 14 days.

5. Cancelling an order after production has started

Once production has been initiated, materials have been cut and labour committed. Cancellations after this point are subject to a cancellation fee of 20% of the order value, deducted from any refund. We will let you know in writing when your order has reached this stage.

6. Consumer cancellation rights

If you are buying as a consumer, you normally have a 14-day right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right does not apply to goods that are made to your specification or clearly personalised, which includes our made-to-order furniture and lighting. It also does not apply once a bespoke service has been provided in full.

Your other consumer rights, in particular, the rights under the Consumer Rights Act 2015 that goods will be of satisfactory quality, fit for purpose and as described, always apply, regardless of whether the item was made to order.

7. Trade customers

Where you are buying in the course of a business, the consumer cancellation rights described above do not apply. Trade orders are governed by our standard Terms and Conditions and any specific terms in your quotation or account agreement, including the 20% cancellation fee for orders cancelled after production has been initiated.

8. Bespoke and custom commissions

Bespoke commissions, including non-standard sizes, custom timbers and stained finishes, cannot be cancelled or returned once production has begun unless they are faulty or not as described, because they cannot reasonably be resold. We will set out any non-refundable deposit clearly in your quotation.

9. How to make a claim or request a return

To report damage, raise a guarantee claim or request a cancellation, please contact us:

• Email: info@macmasterdesign.com
• Telephone: +44 (0) 1299 861738

Quote your order number and provide as much detail as you can. We will reply with the next steps, including how to return an item to us if needed.

10. How refunds are processed

Where a refund is due, we will process it within 14 days of agreeing on the refund with you, using the same payment method you used for the original order. Any agreed cancellation fee or non-refundable deposit will be deducted from the amount refunded. Please allow a few additional working days for your bank or card provider to credit your account.

11. Return shipping

For damaged or faulty items, we arrange collection at our cost. For other returns that we have agreed in advance, you are responsible for the cost of returning the item to us in its original packaging and in saleable condition. We recommend using an insured service; we cannot accept responsibility for items lost or damaged on the way back to us.

12. Contact us

We want every customer to be delighted with their MacMaster piece. If anything is not right, please get in touch as soon as you can, and we will do our best to put it right:

• MacMaster Design
• Address: The Guildings, Trimpley, Bewdley, Worcestershire, DY12 1PG, United Kingdom
• Email: info@macmasterdesign.com
• Telephone: +44 (0) 1299 861738
• Website: macmasterdesign.com