Refund policy
Returns & Refunds Policy
Made-to-Order Products
All products supplied by A&M Heritage Outdoor Retreats are handcrafted and made to order. As a result, we do not accept returns and refunds are not available once an order has been confirmed and production has begun.
Deposits
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All deposits are non-refundable
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Deposits secure materials, labour, and production time
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Once production has started, the order cannot be cancelled for a refund
Cancellations
If you wish to cancel an order:
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Cancellations must be made in writing
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Orders cancelled after production has begun are not eligible for a refund
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Any costs incurred prior to cancellation (materials, labour, site visits) remain payable
Faulty or Damaged Items
In the unlikely event that your product arrives damaged or faulty due to our workmanship:
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You must notify us within 48 hours of installation
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Supporting photographs may be required
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We will assess the issue and, where appropriate, arrange a repair or replacement
Refunds are not offered for bespoke products; remedies are limited to repair or replacement where applicable.
Natural Timber Characteristics
Timber is a natural material and may show:
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Knots
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Grain variation
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Colour changes
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Minor cracking or movement
These are natural characteristics of wood and are not considered faults.
Incorrect Orders
It is the customer’s responsibility to ensure all specifications, measurements, access details, and requirements are correct at the time of ordering. We cannot accept returns or issue refunds for errors caused by incorrect information provided by the customer.
Statutory Rights
This policy does not affect your statutory rights under UK consumer law. However, due to the bespoke, made-to-order nature of our products, the right to cancel under distance selling regulations does not apply once production has started.
Contact Us
If you have any questions regarding this Returns & Refunds Policy, please contact us using the details provided on our website.