Refund policy

Refund & Returns Policy

Last updated: May 2026

At Acre & Artisan, we want you to be entirely satisfied with your luxury structural timber assets. This policy outlines your legal rights and our straightforward procedures regarding cancellations, returns, and refunds in strict accordance with UK consumer law.

1. Your Statutory Right to Cancel

Under the Consumer Contracts Regulations 2013, when purchasing online, you have the legal right to cancel your eligible order within 14 days of receiving your goods without giving a reason.

• To exercise your right to cancel, you must notify us in writing within this 14-day window by emailing Concierge@acreandartisan.co.uk.

• Once you have notified us of your intent to cancel, you have an additional 14 days to physically return the items to our designated facility.

2. Return Eligibility & Conditions

To qualify for a successful return and full refund, items must meet the following criteria:

• Items must be completely unused, unassembled, and in the exact same resalable condition in which you received them.

• Items must be returned in their original packaging wherever possible to ensure safe transit.

• A valid proof of purchase (such as your Acre & Artisan order number) must accompany the return.

• Please note: We reserve the right to make a deduction from your final refund amount if the value of the goods has been diminished by unnecessary handling beyond what is required to inspect them.

3. Non-Returnable & Exempt Items

In accordance with UK consumer law, the right to cancel does not apply to the following types of items unless they arrive inherently faulty or damaged:

• Bespoke or Made-to-Order Items: Any structural timber assets, customized pergolas, or furniture pieces manufactured specifically to your custom sizing, dimensions, or custom design specifications.

• Clearance or Final Sale Items: Items explicitly marked as non-returnable at the time of purchase.

• Gift cards.

4. Damaged, Faulty, or Incorrect Goods

We take immense care in workshop quality control, but if an item arrives damaged in transit or features a manufacturing defect:

• Please inspect your structural packages thoroughly upon delivery.

• We kindly request that you notify our concierge studio within 48 hours of delivery where possible at Concierge@acreandartisan.co.uk. Please include your order number, clear photographs of the damage, and images of the transit packaging.

• Where goods are verified as faulty, damaged, or not as described, your statutory rights under the Consumer Rights Act 2015 apply. We will promptly arrange to repair the item, supply a replacement, or issue a full refund where appropriate.

5. Return Shipping & Collection Logistics

• Standard Items: For standard returns, the customer is responsible for arranging and paying for return shipping costs. Original standard outward delivery charges are fully refundable under statutory cancellation laws.

• Heavy Furniture & Oversized Freight: Due to the scale and substantial weight of our timber assets, returning these items requires specialist pallet or heavy-goods freight transport. If requested, our studio can coordinate a professional freight collection on your behalf; the actual cost of this return freight service will be clearly quoted and deducted from your final refund.

6. Where to Return Your Items

Please do not send items back to our workshop without contacting us first. Once your return request is officially authorized by our concierge team, you will be provided with a dedicated return authorization number and the specific UK warehouse return address details.

7. Refund Processing Timelines

Once your return is safely received at our facility and inspected by our workshop team, we will send you an email confirming receipt and approval status.

• Approved refunds are processed within 14 days of us receiving the goods back (or receiving proof of return).

• Refunds will automatically be applied to your original method of payment. Please note that processing times can vary slightly depending on your bank or credit card provider.

8. Natural Timber Characteristics Disclaimer

Many of our products are handcrafted using premium, natural structural timber and artisan techniques. Natural variations in wood grain, unique knots, natural color shading, character checking (minor splitting), and slight dimensional tolerances are organic, beautiful characteristics of live wood. These natural movements and variations are expected elements of premium outdoor timber assets and are not classified as manufacturing defects.

9. Contact Our Studio