Terms and conditions

1. Made to Order Products

All products are made to order based on the customer’s selected configuration.

Due to the natural characteristics of solid wood, variations in:

• grain pattern

• tone

• colour

• texture

are inherent to the material and are not considered defects.

By placing an order, the customer acknowledges and accepts these natural variations.

2. Order Confirmation & Specifications

All product specifications are confirmed prior to production.

It is the customer’s responsibility to ensure that:

• dimensions

• finishes

• base selections

• delivery details

are correct at the point of order.

Once production has commenced, changes may not be possible.

We accept no responsibility for errors in customer-provided specifications once confirmed.

3. Production & Lead Times

All lead times provided are estimates and may vary depending on:

• production demand

• material availability

• logistical factors outside of our control

While we aim to meet all stated timelines, delays do not constitute grounds for cancellation or compensation beyond statutory rights.

4. Delivery, Access & Inspection

Delivery will be arranged to the address provided at checkout.

The customer is responsible for ensuring:

• adequate access to the property

• suitable space for delivery and placement

• safe handling conditions

All goods must be inspected upon delivery.

Any issues, including:

• damage

• defects

• missing components

must be reported within a reasonable timeframe in accordance with the Consumer Rights Act 2015.

Failure to report within this timeframe may impact eligibility for resolution.

5. Risk & Ownership

Risk passes to the customer upon delivery.

Ownership of goods remains with Canterbury Craft Co until full payment has been received.

6. Warranty (6-Year Structural Guarantee)

We provide a 6-year structural guarantee covering the integrity of materials and construction under normal indoor domestic use.

This warranty does not cover:

• misuse, abuse, or neglect

• improper handling, assembly, or installation

• commercial or non-domestic use (unless agreed in writing)

• accidental damage

• exposure to excessive moisture, heat, or environmental conditions

• normal wear and tear, including surface marks and finish ageing

All warranty claims are subject to inspection and assessment.

Claims may be declined where evidence of:

• misuse

• neglect

• improper care

is identified.

7. Care & Maintenance

The customer is responsible for maintaining the product appropriately.

Failure to follow reasonable care practices may void warranty eligibility.

8. Returns, Cancellations & Refunds

Due to the made-to-order nature of all products:

• cancellations or amendments may not be possible once production has begun

• returns are not accepted for bespoke or customised items

This does not affect statutory rights under UK consumer law.

Where a refund is applicable:

• it will be processed within a reasonable timeframe

• no interest or additional compensation will be payable

As all products are made to order, we do not accept returns based on change of mind or preference.

This does not affect your statutory rights in the event of a fault, damage, or item not as described.

9. Pricing & Errors

We reserve the right to:

• correct any pricing errors

• amend or cancel orders where pricing or specification errors have occurred

In such cases, customers will be notified and offered a resolution, including refund where appropriate.

10. Limitation of Liability

To the fullest extent permitted by law:

We shall not be liable for:

• indirect or consequential losses

• loss of use, income, or opportunity

• damage arising from misuse or improper handling

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

11. Customer Conduct & Claims

We reserve the right to:

• investigate any claims made in relation to our products or services

• request supporting evidence where necessary

• reject claims found to be false, exaggerated, or misleading

In cases of fraudulent or malicious activity, we reserve the right to take appropriate action.

12. Reviews & Public Statements

We reserve the right to challenge or respond to any:

• false

• misleading

• defamatory

statements made in relation to our business, products, or services.

13. Business Customers (B2B)

For business-to-business transactions, alternative terms may apply and statutory consumer protections may not be applicable.

14. Jurisdiction

These terms are governed by the laws of England and Wales.

They apply to orders delivered within the United Kingdom.