Last updated: 26 October 2026

At Edenwood, every piece is made with care, attention to detail and a love of craftsmanship. We want you to feel confident when ordering from us, so our policy explains how cancellations, returns and refunds are handled.

1. Order Cancellations

You may cancel your order within 24 hours of placing it by contacting us at edenwoodbespoke@gmail.com. Please include your order number so we can locate your order.

We will confirm your cancellation and arrange any refund due. If your order has already been dispatched, the applicable return arrangements will apply.

Our 24-hour cancellation policy is intended to make ordering with Edenwood straightforward. It does not limit any additional cancellation rights you may have under consumer law.

2. Returns for Standard Products

If you purchase a standard product online and change your mind, you generally have 14 days from the day after receiving your order to notify us that you wish to return your item. You then have a further 14 days to return the item.

Returned items should be securely packaged and handled with reasonable care. You may inspect an item as you would in a shop. If it has been handled beyond what is necessary to assess it and its value has diminished, a deduction may be permitted by law.

If you return an item because you have changed your mind, you are responsible for the direct cost of return postage.

For larger or heavier items, such as wooden mantels and radiator covers, return delivery may require a specialist courier.

3. Bespoke and Custom-Made Pieces

Edenwood specialises in unique, handcrafted wooden pieces, including items made to individual specifications.

Goods genuinely made to your specifications or clearly personalised are generally exempt from the statutory right to cancel simply because you have changed your mind.

We therefore encourage you to check all measurements, design details, finishes and colour choices carefully before confirming a bespoke order.

If you wish to cancel a bespoke order, please contact us as soon as possible. Whether a refund is available will depend on the agreed order terms, the stage of production and applicable law.

This does not affect your rights if a bespoke item is faulty, damaged or not as described.

4. Damaged, Faulty or Incorrect Orders

We take great care when making and packaging our products. However, if your order arrives damaged in transit, is faulty or does not match its description, please contact us as soon as possible.

Please include your order number and, where possible, photographs showing the issue. This will help us understand the problem and find an appropriate solution.

Depending on the circumstances and your statutory rights, you may be entitled to a refund, repair, replacement or price reduction.

Where a return is required because an item is faulty, damaged or not as described, Edenwood will cover the reasonable return costs where required by law.

5. Natural Variations in Wood

Wood is a natural material, and every piece has its own character. Variations in grain, colour, knots and texture are part of what makes handcrafted wooden products unique.

Your finished piece may therefore differ slightly from website photographs. We do our best to represent our products and finishes accurately, and we encourage you to contact us before ordering if you have questions about a particular finish or design.

Natural variations consistent with the product description are not necessarily faults. However, this does not affect your legal rights if an item is faulty or materially different from its description.

6. Refunds

Where a refund is due, it will normally be issued using the original payment method unless another method is agreed with you.

For standard online cancellations, refunds will be processed within the applicable legal timeframe. This is generally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.

Any refund of standard delivery costs required by law will be included. Where a deduction is legally permitted because an item's value has diminished through excessive handling, this will be explained to you.

Refunds and other remedies for faulty, damaged or incorrectly described items will be handled in accordance with your statutory rights.

7. How to Contact Us

If you have any questions about an order, cancellation, return or refund, please contact us.

Edenwood

Email: edenwoodbespoke@gmail.com

Please include your order number and a brief description of your enquiry so we can help you as quickly as possible.

Thank you for supporting independent craftsmanship. We appreciate every order and take pride in creating individual wooden pieces designed to be enjoyed for years to come.

Nothing in this policy affects your statutory consumer rights.