Refund & Exchange Policy

1. In short

We accept returns for pieces that arrive damaged, are defective, or are not what you ordered. Report the problem within 48 hours of delivery with photographs, and we'll replace it, repair it or refund you.

We don't accept change-of-mind returns. Our catalogue is handcrafted, made to order and produced in small runs, and pieces can't be returned to stock.

2. Return windows

3. What can't be returned

• Custom, made-to-order and bespoke pieces, unless defective, damaged or incorrect
• Personalised or engraved items
• Made-to-measure textiles, cut materials, and paint mixed to order
• Clearance items marked final sale
• Hygiene-sensitive items where the listing says so
• Minor variation in material, texture, colour or finish inherent to handcrafted work, which is not a defect

4. Condition of returned pieces

Faulty, damaged or not-as-described pieces are assessed on the condition you report them in. You don't lose your rights because you opened the piece to discover the fault.

Where a return is agreed, please keep the original packaging if you can. It protects the piece on its way back.

5. How to start a return

1. Open the order under My Account → Orders and choose Report an issue.
2. Pick the reason and upload your photographs or video. For transit damage, include the packaging.
3. We review it and aim to respond within [24–48 hours].
4. If it's approved, we send return instructions, or resolve it straight away for damage and defects.

No account? Email admin@dispatchbyconstruct.com with your order number and the photographs.

6. Refund timing and method

Approved refunds are issued to your original payment method, or as store credit if you prefer, within 7–14 working days of the resolution being confirmed. For returned pieces, the refund is triggered once the piece is back with us and checked.

How quickly it appears in your account after that depends on your bank, usually [3–7 working days] for cards.

Original shipping charges may not be refundable where the listing or checkout says so.

7. Who pays return shipping

• Damaged, defective or incorrect piece: we pay.
• Any return agreed as a goodwill exception: you pay, and the piece must be unused and in its original packaging.

8. Exchanges

Where a piece is damaged, defective or incorrect, we'll replace it with the same piece where one is available. If it isn't, because much of what we sell is one of a kind, we'll offer an alternative or a full refund.

9. Furniture, lighting, art and other large pieces

These ship by specialist freight. Please:

• inspect the piece at delivery, before signing;
• note any damage on the delivery receipt;
• keep the packaging;
• report the problem within 48 hours with photographs.

Return logistics for oversized pieces are arranged case by case, and we'll organise collection.

10. Cancelling an order

Contact us within [24 hours] of ordering and we'll cancel it if it hasn't shipped and production hasn't begun. Made-to-order pieces can't be cancelled once production has started.

11. Membership

Membership fees are not refundable for part of a period. You can cancel any time under My Account → Membership and keep access until the end of the period you've paid for. See the Payment Policy for billing details.