Returns and cancellations

Changing your mind

If you have bought something from our standard range, you can cancel any time from placing your order until 14 days after it is delivered. You do not have to give us a reason.

Tell us by phone or email. Any clear statement that you want to cancel is enough. If it helps, you can use our cancellation form, but you do not have to. Once you have told us, we will arrange to collect the piece, and we pay for the collection.

We will refund you within 14 days of getting it back. That includes what you paid for the item itself.

We would rather put things right than take something back, so do talk to us first if there is something specific wrong. But the choice is yours, and asking for a refund is a perfectly good answer.

Cancellation form

Where bespoke work is different

If we have made something to your own specification, to dimensions you gave us, or to a design that exists because you asked for it, you cannot cancel once we have started building it. It is yours alone and we cannot sell it to anybody else.

You can still cancel a bespoke commission before we start work, and we will tell you plainly when that point is coming.

This applies to genuinely one-off work. It does not apply to our standard range just because we build each one to order.

The bespoke deposit

We take a 50% deposit when we accept your commission, and the other 50% when it is finished.

If you cancel before we start building, you get 40% of the price back. The remaining 10% is not refundable, because by that point the drawings are done and the design time has been spent.

Put another way: of the 50% you paid up front, four fifths comes back to you and one fifth does not.

Once we have started building, a bespoke commission cannot be cancelled at all. We will always tell you when that point is coming, so you are never surprised by it.

If something is faulty

This is separate from changing your mind, and your rights here are stronger.

If what we send you is faulty, not as described, or not fit for what it is meant to do, you can reject it and get a full refund within 30 days of delivery. After that we will repair or replace it.

Nothing on this page affects your rights under the Consumer Rights Act 2015.

Our five year guarantee

On top of everything above, we guarantee our work for five years. If any part needs replacing because of a fault that is ours, we will send you the replacement parts and the fixings to fit them, free of charge.

That does not cover deterioration caused by misuse or by a lack of upkeep. The timber is pressure treated before we build with it, so it starts life well protected, but it lives outdoors and it needs looking after. We strongly recommend treating your housing at least once a year.

How to tell us

Call 01233 822 457, Monday to Friday, 9am to 5pm. Weekends by arrangement. Or email hello@granddadrobdesigns.co.uk.

Tell us what you bought, roughly when it arrived, and what the problem is. If it is a fault, a photograph saves a lot of back and forth.