Refund policy

Free Range Designs – Returns & Cancellations Policy

Last updated: [09/12/2025]

At Free Range Designs, we want you to love your furniture and feel confident ordering from us. All our pieces are crafted with care, and we aim to make the entire process as smooth and friendly as possible. Below is our policy explaining how we handle returns, cancellations, and damaged items.

1. Return Window

For non-customised items, you may request a return within 14 days of delivery.
Items must be unused, in their original condition, and where possible in the original packaging.

Custom, personalised, or made-to-order items (including most of our furniture and composting toilets) cannot be returned unless they arrive damaged or faulty. This is because these pieces are individually crafted to order.

2. Damaged or Defective Items

If your item arrives damaged or defective, we will resolve the issue as quickly as possible.

This may include:

  • arranging repairs,

  • crafting a replacement item, or

  • issuing a full refund where appropriate.

Please contact us within 48 hours of delivery and include clear photos of the damage so we can assess and put things right.

If a replacement or repair is required, we will cover all associated delivery costs.

3. Cancellations

Bespoke / Made-to-Order Items

A 50% deposit is required to secure your order.
This deposit becomes non-refundable once work on your item has begun, as materials and workshop time are allocated specifically to your piece.

If you wish to cancel, please contact us as soon as possible and we will advise whether production has started.

Stock Items

If the item has not yet been dispatched, a full refund may be possible.
Please contact us promptly and we will do our best to accommodate your request.

4. Returns Process (non-custom items only)

To start a return:

  1. Email us at [your email] with your name, order number, and reason for return.

  2. We will confirm eligibility and provide return instructions.

  3. Once we receive and inspect the item, we will notify you of approval or rejection of the refund.

Return shipping costs are the responsibility of the customer unless the return is due to damage or defect.

We recommend using a tracked service, as we cannot refund items lost in transit.

5. Refunds

Approved refunds will be issued to your original payment method within 7–10 business days.

If the returned item is found to be used, incomplete, or damaged (other than reported defects), the refund may be reduced or declined.

6. Consumer Rights

This policy does not remove or limit any rights you may have under UK consumer law.
We are always happy to help—if you have any questions, please contact us and we will do our best to ensure a positive experience with Free Range Designs.