Refund policy
Returns & Refunds Policy
Last updated: 16th June 2025
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition you received it: unused, undamaged, and in its original packaging. Proof of purchase will be required.
To start a return, please contact us at adam@wisteriawooddesigns.co.uk. Once your return is approved, we will provide instructions on how and where to send your item. Items sent back to us without first contacting us will not be accepted.
Returns should be sent to:
Wisteria Wood Designs
3 Vicarage Road, Yateley, Hampshire, GU46 7QU
Damages & Issues
Please inspect your order as soon as it arrives. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Because most of our items are handmade to order and often personalised, we cannot accept returns for:
- Personalised or custom-made products
- Items that have been used or damaged after delivery
- Sale items or gift cards
If you’re ever unsure about a return or have concerns about your order, please contact us — we’ll always do our best to help.
Exchanges
If you would like a different item, the fastest way is to return the original item (if eligible), and place a new order once your return is accepted.
European Union 14-Day Cooling Off Period
If your order is being delivered to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To be eligible, the item must be in the same condition you received it — unused and in its original packaging — and you must provide proof of purchase.
Refunds
Once we’ve received and inspected your return, we’ll let you know whether your refund has been approved. If approved, a refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you’ve not received it, please contact us at adam@wisteriawooddesigns.co.uk.