Dean Watson Bespoke Furniture - Returns & Refund Policy

At Dean Watson Bespoke Furniture, every piece we create is crafted with the utmost care, skill, and attention to detail. As our furniture is fully customisable and made to your specifications, we aim to ensure complete satisfaction with your order. However, due to the bespoke nature of our products, we have specific guidelines regarding refunds and returns.

1. Non-Refundable Items

• Bespoke Items: All made-to-order and customised items are non-refundable once delivered in perfect condition and in accordance with your approved design specifications. As these pieces are tailored specifically for you, they cannot be resold. If you are uncertain about finishes or materials, we encourage you to request samples prior to placing your order.

• Standard Items: For any non-customised, standard items, we offer a 7-day money-back guarantee. If you are not satisfied for any reason, simply contact us within 7 days of delivery. We will arrange collection and issue a refund with no questions asked.

We take every precaution to ensure your furniture arrives in perfect condition. However, in the rare event that an item is damaged or defective upon arrival, we will work diligently to resolve the issue.

• Reporting Damage: Please inspect your order upon delivery. If you notice any damage or defects, contact us within 48 hours of receiving your item at sales@deanwatson.co.uk or call us at 020 3633 4980.
  • Attach photos of the damaged item, packaging, and a description of the issue.
• Assessment: Once we receive your claim, our team will assess the damage and may request additional details or photos if necessary.
• Resolution Options: If the damage or defect is confirmed, we will offer one of the following solutions:
  • Repair: We may arrange for a repair to be carried out either by our team or a trusted local professional. Repairs will only be offered if we beleive we can achieve a perfect result. 
  • Replacement: In cases where repair is not feasible, we will replace the item with a new one.
  • Refund: If neither repair nor replacement is possible, a full or partial refund will be issued based on the extent of the damage.

3. Conditions for Refunds

• Refunds will only be issued if:
  • The item was received in a damaged or defective condition and reported within the specified timeframe.
  • We have confirmed that the issue cannot be resolved through repair or replacement.
• Approved refunds will be processed to your original payment method within 5-10 business days of approval.

4. Cancellations & Changes to Orders

• As our furniture is custom-made, order cancellations or changes can only be accepted within 48 hours of placing the order. After this period, production will begin, and cancellations will not be possible.

5. Customer Responsibility

• Please ensure that the dimensions of your chosen pieces are appropriate for your space, including entryways, doorways, and staircases. We cannot accept returns or issue refunds if the item does not fit through your space upon delivery.
• Any additional delivery charges due to access issues, such as the need for special equipment, will be the customer’s responsibility.

6. Contact Us

 If you have any questions about your order or our policies, please reach out to us:

• Email: sales@deanwatson.co.uk
• Phone: 020 3633 4980

We appreciate your understanding of the unique nature of bespoke furniture and thank you for choosing Dean Watson Bespoke Furniture!