Returns & Refunds

We hope you are pleased with your purchase. If you need to return an item, please contact us first at karen@turnsandburns.co.uk and include your order number.

CHANGE-OF-MIND RETURNS

For products bought online, you may tell us that you wish to cancel your order within 14 days of receiving it. You then have a further 14 days to return the item.

The item should be returned unused and in its original condition, securely packaged to prevent damage. You may inspect the item as you would in a shop, but we may reduce the refund if its value has been affected by unnecessary handling.

RETURN POSTAGE

Customers are responsible for return postage costs when returning an unwanted item. We recommend using a tracked postal service, as the item remains your responsibility until it reaches us.

If an item is faulty, damaged on arrival, not as described, or we sent the wrong item, please contact us before returning it. We will arrange an appropriate solution and cover reasonable return costs where applicable.

REFUNDS

Once the returned item has been received and checked, we will issue the refund within 14 days. Refunds will be made to the original payment method.

For an eligible change-of-mind return, the refund will include the item price and any standard outward delivery charge paid. Additional delivery costs for an enhanced or express service are not refundable.

PERSONALISED AND CUSTOM-MADE ITEMS

Items made or personalised specifically to a customer’s requirements cannot normally be returned because of a change of mind. This does not affect your rights if the item is faulty, damaged or not as described.

HANDMADE AND NATURAL MATERIALS

Every wooden piece is individually handmade. Natural variations in grain, colour, knots, live edges and other characteristics are part of the item’s individual character and are not faults where they are visible in the photographs or included in the description.

EXCHANGES

We do not operate a separate exchange service for change-of-mind returns. You may return an eligible item for a refund and place a new order. Faulty items may be repaired or replaced where appropriate.

HOW TO MAKE A RETURN

Email karen@turnsandburns.co.uk with your order number and the reason for the return. We will provide the return address and instructions. Please do not send an item back without contacting us first.

Your statutory consumer rights are not affected by this policy.