HOME / Refund policy


This Refund Policy outlines the terms and conditions governing the process of refunding for your furniture orders. By making a purchase on our website, you agree to adhere to the guidelines set forth in this policy.


Once your order has been unwrapped in your home and there are signs of transit damage, a member of our delivery team will liaise with you to sort out the problem whenever possible.


  • If the furniture is usable, despite the damage, we’re happy for you to go ahead and use it.

  • If the wood is damaged, a replacement piece of wood can be sent or the item can be returned.

  • Our delivery team will then complete an incident report form to record the problem and ask you to sign it. They may also take photographs to accompany the paperwork.

  • The incident report form will be returned to the delivering store, logged against your order number, and assessed to determine next steps.

  • In the event that a repair cannot be made, we will replace the furniture, or give you a full refund. Goods that are deemed faulty revert to the ownership of Artisan Steel & Timber, and must be in our possession before any money is refunded.


We aim to provide you with the highest quality furniture and services. If you are not completely satisfied with your purchase, you may be eligible for a refund under the following circumstances:

  • Damaged or Defective Items:  If you receive an item that is damaged or defective, please notify us within 48 hours of receiving the product.
  • Inaccurate Product Description:  If the product received does not match the description on our website, you may be eligible for a refund. Please notify us within 2 days of receiving the product.
  • Cancellation Before Shipment:  Orders cancelled prior to shipment are eligible for a full refund. For custom-made furniture, please refer to our Cancellation Policy.


The following items are non-refundable:

  • Custom made furniture:  Due to the unique nature of custom-made items, they are non-refundable unless they are damaged or defective.
  • Products damaged due to misuse, improper care, or neglect are not eligible for refunds. .


In the case of a refund for damaged or defective items, we will cover the cost of return shipping. For all other return scenarios, the customer is responsible for return shipping costs.


Should you have any questions or concerns regarding our Refund Policy, please do not hesitate to reach out to our customer service team at info@artisansteelandtimber.com.

Thank you for choosing Artisan Steel & Timber. We are committed to delivering quality furniture and ensuring your satisfaction.

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