BRANDLER LONDON – DELIVERY & RETURNS POLICY
Our Products
Brandler London specialises in handcrafted reclaimed European barn wood products, including kitchen fronts, wardrobe fronts, shelving, worktops and panels.
Our main products are manufactured to each customer's individual dimensions, material selections and specifications.
As each piece is made specifically for your project, our delivery, cancellation and returns arrangements reflect the bespoke nature of our work.
Our doors, shelves and worktops are carefully manufactured to achieve stability and a high standard of flatness. However, due to the individual characteristics of genuine reclaimed barn wood, slight variations in flatness may occasionally be present, including minor bowing of a few millimetres.
Such variations do not automatically constitute a manufacturing defect or grounds for a faulty-goods return, provided the product remains structurally sound, suitable for its intended purpose and functions as intended. This does not affect your statutory consumer rights.
1. Delivery
UK Mainland Delivery
We deliver throughout mainland UK using appropriate courier, specialist transport or pallet delivery services, depending on the size and weight of your order.
Delivery charges are calculated or confirmed during the ordering process.
Lead Times
Our products are manufactured to order. Estimated lead times are provided on the relevant product pages or confirmed when your order is placed.
Lead times may vary depending on the product, material availability and order complexity.
We will notify you of any significant delays and keep you informed of your order's progress. Your statutory rights relating to late delivery remain unaffected.
Delivery Arrangements
For larger items, delivery is normally kerbside or ground-level only unless otherwise agreed.
Before dispatch, we will contact you to confirm your order is ready and arrange delivery.
Please ensure that:
- Someone is available to receive the delivery.
- Suitable access is available for the delivery vehicle.
- Any access restrictions are communicated beforehand.
- Appropriate assistance is available to move heavy items safely.
Additional delivery charges may apply where delivery cannot be completed because of access restrictions or an unsuccessful delivery attempt caused by circumstances within the customer's control.
2. Order Changes & Cancellations
Before Production Begins
If you need to amend or cancel an order, please contact us as soon as possible.
We aim to accommodate changes or cancellations requested within 48 hours of ordering, provided production has not commenced.
Any agreed changes may affect the price or delivery schedule.
Once Production Has Started
Because our made-to-measure products are manufactured to individual customer specifications, orders generally cannot be cancelled or amended once production has begun.
For goods genuinely made to a customer's specifications or clearly personalised, the usual 14-day change-of-mind cancellation right does not apply.
This does not affect your statutory rights if goods are faulty, damaged or not as described.
3. Returns
Made-to-Measure Products
Our made-to-measure products are manufactured specifically to your selected dimensions and specifications.
We therefore do not normally accept returns for:
- Changes of mind.
- Incorrect measurements supplied by the customer.
- Incorrect specifications selected or approved by the customer.
- Changes in colour or finish preference.
- Installation difficulties unrelated to a product defect.
Customers are responsible for checking measurements, specifications and product selections before confirming an order.
These restrictions apply only where permitted by law and do not affect your statutory rights.
4. Natural Characteristics of Reclaimed Wood
Reclaimed wood is a natural material with a unique history.
Variations in colour, grain, texture, knots, surface markings, weathering and patina are fundamental characteristics of the material.
No two pieces of reclaimed wood are identical.
Customers should expect natural differences between individual products, samples and website photographs.
Such variation is not normally considered a defect where it is consistent with the product description and the characteristics reasonably expected of reclaimed timber.
However, this does not exclude your rights where goods are faulty, unsuitable for their stated purpose or materially different from their description.
5. Damaged or Faulty Goods
Inspecting Your Delivery
Please inspect your order as soon as reasonably possible after delivery.
If the packaging appears damaged, we recommend photographing it before opening.
Reporting a Problem
If your order arrives damaged, contains incorrect items or appears faulty, please contact us promptly.
Where possible, we ask that visible delivery damage is reported within 48 hours to help us investigate with the courier.
However, this 48-hour request does not limit your statutory consumer rights, and faults discovered later can still be reported.
Please provide:
- Your order number.
- A description of the problem.
- Photographs showing the damage or fault.
- Photographs of the packaging, where relevant.
We will assess the issue and arrange an appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include repair, replacement, a price reduction or a refund.
6. Returning Faulty or Incorrect Products
Please contact us before arranging the return of any faulty, damaged or incorrect goods.
We will provide instructions and, where legally required, arrange or cover reasonable return costs.
Products should be packaged securely to prevent further damage during transport.
Returns Address
Brandler London
11 North Weylands Industrial Estate
Molesey Road
Walton-on-Thames
Surrey
KT12 3PL
United Kingdom
7. Refunds
Where a refund is due, it will normally be issued to the original payment method.
Refunds will be processed within the timescales required by applicable consumer law.
We will confirm the arrangements once the return or refund has been agreed.
8. Your Statutory Rights
Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015.
Goods must be as described, of satisfactory quality and fit for purpose.
Where goods do not meet these requirements, customers may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.
9. Contact Us
If you have any questions about delivery, cancellations, returns or your order, please contact:
Brandler London
Email: info@brandler.london
Telephone: 07944 555 781
Website: https://brandler.london