Cancellation & Refund Policy

1. Overview

We want you to be confident when ordering bespoke furniture. This policy explains how cancellations and refunds work at Cotton Quay.

2. Cooling-off period

You may cancel your order within 14 days of accepting our quote and making payment for a full refund, no questions asked.

3. Cancellations after production begins

Bespoke furniture is made to order. If you cancel after we have started cutting timber or assembling your piece, you are eligible for a partial refund based on the work remaining:

• Less than 25% complete: 75% refund
• 25–50% complete: 50% refund
• More than 50% complete: 25% refund
• More than 75% complete: no refund (item will be completed and delivered)

4. Defective or damaged items

If your furniture arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery with photographs. We will repair, replace or refund the item at our discretion.

5. Non-refundable circumstances

We cannot offer refunds for damage caused by improper installation, misuse, or normal wear and tear. Custom finishes and timber choices selected by the customer cannot be returned for a change of mind once production has begun.

6. How to request a cancellation or refund

Email us at cottonquay@hotmail.com or call 07913 816620 with your order reference. We aim to process refunds within 5–10 business days.