Returns Policy

This Returns Policy explains how we handle returns, cancellations and refunds. It should be read together with our full Terms & Conditions. If there is any inconsistency between this page and our Terms & Conditions, the Terms & Conditions shall take precedence.

1. Custom Orders – Final Sale

All Tailor-made+ dining tables are custom-made to your exact specifications. Production begins promptly once your order is confirmed. For this reason, and in accordance with the Consumer Contracts Regulations 2013, custom-made products are not eligible for cancellation or return due to change of mind.

Your order is therefore considered final sale once placed and cannot be cancelled, altered or returned except where the Goods are faulty or not as described, or where we are otherwise required to do so by law.

Nothing in this policy affects your legal rights in respect of faulty or misdescribed goods under the Consumer Rights Act 2015.

2. If Your Item Is Faulty or Not as Described

If you believe your table is faulty or does not match the description provided:

  • contact our Customer Service team as soon as reasonably possible at sales@tailormade.uk or 020 3848 5212;
  • provide clear photographs and details of the issue (we may request additional information or ask you to complete a claims form);
  • you must report any damage visible on delivery within two working days of receiving the Goods.

If the fault falls within our warranty terms, we will, at our option:

  • repair the item, or
  • replace the item, or
  • provide a refund of the price paid (or an appropriate proportion of it).

We do not normally offer financial compensation or discounts in place of repair or replacement, unless required by law.

3. What Cannot Be Returned

  • Custom-made dining tables, except where faulty or misdescribed.
  • Goods that have been used, installed, moved or modified by the customer.
  • Goods damaged due to insufficient access, improper handling, misuse or neglect.
  • Goods returned without prior authorisation from Tailormade + Ltd.

4. Proof of Purchase

For all return or warranty enquiries, you must provide:

  • your order number or invoice;
  • the name and contact information used at the time of ordering.

We cannot process claims or returns without proof of purchase.

5. Return Process (For Faulty Goods Only)

If a return is required as part of a warranty or faulty-goods claim, we will provide written confirmation and instructions for collection or return transport. You must ensure:

  • the item is safely packaged or protected for collection;
  • the item is available at the agreed time and accessible to the collection team;
  • any packaging or protection is sufficient to prevent further damage during transit.

Where the Goods are not faulty or not as described, the customer is responsible for any return or collection costs. Where the Goods are faulty, Tailormade+ will cover the reasonable cost of return in accordance with UK law.

6. Inspection and Resolution Times

All returned or reported items will be inspected at our workshop or by an authorised representative. We aim to resolve all validated claims promptly and typically within 14 working days from receiving full supporting information or, where applicable, from receiving the returned Goods.

7. Items Damaged on Delivery

If your table arrives damaged in transit:

  • you must notify us within two working days of delivery;
  • you must provide clear photographs of the damage, the packaging and any relevant details;
  • we may request a completed claims form.

Failure to report transit damage within this timeframe may limit our ability to assist or to claim from our delivery partners.

8. Access Issues and Installation Environment

Customers are responsible for ensuring that the access route and delivery area are suitable for safe installation (including doorway width, stair dimensions, lift access and adequate protection of flooring and surfaces). Items damaged due to access issues or unsafe environments will not be considered faulty.

9. Statutory Rights

Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.

For full details of our terms, warranty and delivery policies, please visit our Terms & Conditions.