Two kinds of order leave this workshop, and they do not follow the same rules. Stock items — the tools and accessories you buy as they are — can go back. Made-to-order cuts cannot, because the moment the machine starts, your part fits your drawing and no one else’s.
Standard products
If a stock item is not what you expected, tell us within 48 hours of delivery and send it back. It has to come back the way it arrived — unused, undamaged, and in its original packaging — so that it can go back on the shelf. If we can sell it again, we refund it.
If the item itself is faulty, or we shipped the wrong one, the 48-hour window still applies but the condition does not. A tool that arrived broken is not your fault, and we refund or replace it.
Custom-cut parts
Custom work is cut to your drawing. Once you approve the proof the part is committed to production, and it cannot be cancelled or refunded — it will not fit anyone else’s project, so there is nothing we can do with it afterwards. This is also why the proof is free, and why you can keep revising it until it is right.
If a custom part arrives faulty, or it does not match the proof you approved, that is our error and we will put it right. Tell us within 48 hours of delivery and we will agree a resolution with you: a remake, or a refund if a remake does not suit you. We will ask you which you would rather have.
How to start a return
- Email zoie9402@gmail.com within 48 hours of delivery. The 48 hours runs from the delivery date on the tracking, not from the day you open the box.
- Give us the order number, the item, and what is wrong with it.
- We reply within one working day with the return address.
- Pack it so that it arrives in the condition we are going to inspect it in.
Refunds
Refunds go back to the original payment method within five working days of the return arriving. If the piece was faulty or we sent the wrong one, we refund the item price and the original shipping. For a change of mind we refund the item price. Return shipping is on us when the fault is ours, and on you when it is not.
What is not covered
- A part that has been used, fitted, glued, cut, heated or washed.
- A change of mind on a custom cut after you have approved the proof.
- A drawing error that was already visible in the proof you approved — we cut exactly what you signed off.
- An item sent back without contacting us first, or more than 48 hours after delivery.
Your statutory rights
Nothing on this page takes away a right you have under the consumer law of the country you are buying from. Where that law gives you longer than 48 hours, or a cancellation right this policy does not mention, the law applies rather than this page. Personalised and made-to-measure goods are excluded from the standard distance-selling cancellation right in the EU and UK — the same line we draw here.
Still unsure whether your order qualifies? Ask before you send anything back — it is usually a two-minute answer.