Refund policy

Effective Date: 12th March, 2025

At Noah Morris Bespoke, we take great pride in the quality and craftsmanship of our products. We want you to be completely satisfied with your purchase, whether you are purchasing bespoke furniture designed and made by us, or one of our ready-made or made-to-order pieces of furniture and home accessories from our online shop.

Please take a moment to read through our returns and refunds policy below. It outlines our approach to returns and refunds for both categories of products and aims to ensure a smooth and transparent experience for all our customers.

1. Bespoke Furniture Design and Making

As our bespoke furniture is made to order, we are unable to offer refunds or exchanges once the making process has begun. By commissioning bespoke furniture, you acknowledge that these items are created specifically for you based on your individual specifications, and as such, they are excluded from the usual "change of mind" return process.

However, if there is an issue with your bespoke item, such as:

  • It does not match the agreed-upon design.
  • It is damaged upon arrival.
  • It is defective or faulty.

We will be happy to resolve the issue for you. In these cases, please contact us within 14 days of receiving your item, providing a clear description of the issue and any supporting images, so we can arrange a solution. Depending on the situation, this may involve a repair or replacement.

2. Ready-Made and Made-to-Order Furniture and Home Accessories

For all ready-made and made-to-order furniture and home accessories purchased via our online store, we are committed to ensuring your satisfaction. If you are not entirely happy with your purchase, you may return the item under the following conditions:

  • You must notify us within 14 days of receiving the product. This can be done by emailing us at noah@noahmorrisbespoke.co.uk.
  • Items must be returned in their original, unused and resellable condition with all packaging intact.
  • The cost of returning the item is the responsibility of the customer unless the item is faulty or damaged upon receipt.

Once we have received your returned item and confirmed its condition, we will process a refund to your original payment method. Please note that refunds can take 5-10 business days to appear in your account depending on your payment provider.

3. Damaged or Faulty Items

If your product arrives damaged or faulty, please contact us as soon as possible, within 14 days of receiving the item. We will ask for photographic evidence of the damage or fault, and we will arrange for a repair, replacement, or refund, depending on your preference.

If a fault arises after the 14-day return window, please contact us, and we will assess the situation under the Consumer Rights Act 2015. In cases of genuine faults, we may offer a repair, replacement, or partial refund.

4. Exclusions

The following items are excluded from our return and refund policy, in line with UK consumer regulations:

  • Bespoke Furniture (as outlined above).
  • Personalised or custom-made items, where personalisation or modifications have been made according to your specifications.
  • Sealed items that have been opened and are not suitable for return due to health protection or hygiene reasons, such as cushions or textiles.

5. How to Return an Item

To return an item, please follow these steps:

  1. Contact Us: Notify us within 14 days of receiving your item by emailing noah@noahmorrisbespoke.co.uk
  2. Prepare Your Return: Ensure the item is securely packaged in its original packaging, if possible. We recommend using a tracked delivery service for returns to ensure the item reaches us safely.
  3. Return the Item: Send the item to the following address:
    Noah Morris Bespoke, Unit 18, Bond Industrial Estate, Wickhamford, WR11 &RL

Please note that the cost of return shipping is the responsibility of the customer unless the item is faulty or damaged.

6. Refunds

Once we receive and inspect your return, we will issue a refund to your original payment method. Please allow up to 10 business days for the refund to process and appear in your account. You will receive an email confirmation once the refund has been processed.

7. Consumer Rights

As a consumer, you are protected under UK law, specifically the Consumer Rights Act 2015. This means that in addition to our return policy, you are entitled to a refund, repair, or replacement if your product is faulty or not as described.

If you have any further questions or need assistance, please don’t hesitate to contact us.

Thank you for choosing Noah Morris Bespoke. We appreciate your trust in our products and services.

This Returns and Refunds Policy complies with UK law, including the Consumer Rights Act 2015, and is designed to ensure a fair and transparent process for all of our customers.