Returns, Refunds and Cancellation Policy
Last updated: 17 October 2026
At Longo Woodcrafts, we want you to be happy with your purchase. This policy explains how returns, refunds and order cancellations work for purchases made through our website.
We sell and deliver our products within the United Kingdom. Nothing in this policy affects your statutory rights under UK consumer law.
1. Change-of-Mind Returns
If you purchase a standard, non-personalised product through our website, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise this right, you must inform us of your decision to cancel within 14 days of receiving your order. You will then have a further 14 days to return the goods.
Returned items should be in their original condition, with any original packaging and accessories where reasonably possible. You may handle an item as necessary to establish its nature, characteristics and functioning, as you would in a shop. We may make a lawful deduction from your refund if the value of the item has been reduced by handling beyond what is necessary.
Unless the item is faulty, damaged or not as described, you are responsible for the direct cost of returning it, provided you were informed of this before purchase.
Please contact us by email before returning an item so we can confirm the appropriate return arrangements.
2. Personalised and Custom-Made Products
Many of our woodcraft products can be personalised or made to a customer’s specifications. This may include items engraved or carved with names, initials, dates, custom text, logos or other details requested by the customer.
Under UK consumer law, goods made to the customer’s specifications or clearly personalised are generally exempt from the 14-day change-of-mind cancellation right.
Consequently, we cannot normally accept returns or offer refunds for personalised or custom-made products simply because you change your mind or no longer want the item.
Please check all personalisation details carefully before placing your order. We are not responsible for errors in personalisation where the information supplied by the customer was incorrect and the product was made accordingly.
This exclusion does not affect your statutory rights if a personalised product is faulty, damaged, incorrectly made or not as described.
3. Faulty, Damaged or Incorrect Items
We take care to ensure that our products meet their descriptions and are made to an appropriate standard.
If your order arrives damaged, faulty, incorrect or not as described, please email us at info@longowoodcrafts.com as soon as possible.
Please include your order number, a description of the issue and, where appropriate, photographs to help us assess the problem.
We will review the issue and work with you to arrange an appropriate solution in accordance with your statutory rights.
Under the Consumer Rights Act 2015, you generally have a 30-day short-term right to reject goods that do not conform to the contract and receive a refund. Other remedies, including repair, replacement or a price reduction, may apply depending on the circumstances and the applicable legal requirements.
These rights apply to personalised and custom-made products as well as standard products.
Where goods are faulty, damaged or incorrectly supplied, we will not require you to bear the reasonable return costs that we are legally responsible for.
4. How to Request a Return, Refund or Cancellation
To request a return, refund or cancellation, please email:
Please include the following information:
- Your full name.
- Your order number.
- The product you wish to return or cancel.
- A brief explanation of your request, where applicable.
For a statutory cancellation, a clear statement informing us that you wish to cancel your purchase is sufficient. You do not have to provide a reason or use a particular form.
We will respond with any necessary instructions, including the appropriate return arrangements.
5. Refunds and Refund Processing
Where a refund is due, we will process it in accordance with applicable UK consumer law.
For eligible change-of-mind cancellations, we will refund the price paid for the goods and the cost of the least expensive standard delivery option we offered. Additional charges paid for a more expensive delivery option do not normally have to be refunded.
For statutory cancellations, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever happens first.
Refunds will normally be made using the original payment method unless you expressly agree otherwise. We will not charge a fee for processing a refund.
For eligible statutory cancellations, refunds will be issued within the applicable legal time limit. Different statutory rules may apply to refunds for faulty or misdescribed goods.
6. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please email info@longowoodcrafts.com as soon as possible.
We will do our best to stop the order where reasonably possible.
For personalised or custom-made products, work may begin shortly after an order is placed. The statutory exception for personalised goods may apply even if the product has not yet been dispatched.
This section does not limit any cancellation rights you may have under applicable law.
7. Return Postage and Return Arrangements
Please email us before sending any item back so that we can confirm the appropriate return address and instructions.
For eligible change-of-mind returns of non-faulty goods, the customer is responsible for the direct return postage costs, provided this was communicated before purchase.
Where an item is faulty, damaged or incorrectly supplied, we will arrange an appropriate remedy and cover return costs where required by law.
We recommend using a tracked delivery service and keeping proof of postage until your return has been resolved.
8. Contact Details
For all enquiries relating to returns, refunds, cancellations or this policy, please contact us by email:
Longo Woodcrafts
Email: info@longowoodcrafts.com
Please include your order number where applicable so that we can identify your purchase and assist you efficiently.
We aim to handle all enquiries fairly and resolve issues as promptly as possible.
9. Your Statutory Rights
This policy is intended to explain our returns, refunds and cancellation procedures. It does not exclude, restrict or replace any rights you have under applicable UK consumer law.
Where this policy differs from a right that applies to your purchase under the law, your statutory rights will take precedence.