Refund & Cancellation Policy

Specterslitt Bedrooms and Kitchens Limited

Company No: 16380137
Email: info@specterslitt.com
Phone: 020 3051 7651
Address: 1096, Uxbridge Road, Hayes, England, UB4 8QH

Overview

Specterslitt Bedrooms and Kitchens Limited designs, manufactures, and supplies bespoke furniture and fittings tailored to individual customer specifications. As all our products are custom-made, the rights and remedies available under UK consumer law are subject to specific exclusions for personalised goods.

This policy outlines our refund and cancellation terms in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, with protections in place for both parties — but particularly reflective of the bespoke nature of our services.

2. Bespoke Products – No General Right to Cancel

Under UK law, the standard 14-day cooling-off period does not apply to goods that are:

Made to the consumer’s specification, or
Clearly personalised.

Therefore, once your order has been confirmed and accepted, it cannot be cancelled or refunded, except under the limited conditions set out in Sections 3 and 4 below.

We strongly advise all customers to ensure their design specifications, measurements, and material choices are correct at the time of order.

3. Cancellation Before Production Starts (Strict Timeframe)

You may request to cancel your order within 48 hours of written order confirmation, provided that manufacturing or material procurement has not yet commenced.

If cancellation is accepted:

A partial refund may be issued, subject to an administration and design fee which is £300.
Costs already incurred by us (e.g. materials, CAD drawings, booking deposits) will be deducted from any refund.

After 48 hours, or once production has started, the order becomes fully non-refundable and non-cancellable. Cancellation requests must be sent via email to: 📧 info@specterslitt.com

4. Faulty or Misdescribed Products

In line with the Consumer Rights Act 2015, you may be entitled to a repair or replacement if the goods delivered are:

Not of satisfactory quality,
Not fit for purpose, or
Not as described or agreed in writing.

In such cases:

You must report the issue in writing within 7 calendar days of delivery.
Supporting photos and a clear description of the issue must be provided.

If we find the product is faulty or materially inconsistent with the agreed specification, we will, at our discretion:

Repair the item,
Replace the item, or
Issue a partial or full refund (only if a repair or replacement is not reasonably possible).

Claims made after 7 days may not be accepted unless the defect could not reasonably have been discovered earlier.

5. Damage in Transit

All products are carefully checked prior to dispatch. If an item appears damaged upon delivery:

You must notify us within 48 hours of receiving the product.
Photographs of the damage and packaging must be provided.

We will assess the damage and arrange an appropriate resolution (repair, replacement, or compensation) where responsibility is confirmed. Failure to report damage within 48 hours may void your right to claim.

6. Non-Returnable & Non-Refundable Situations

Because all products are custom-made, we are unable to accept returns or offer refunds in the following situations:

Customer changes their mind after production begins
Incorrect measurements, design details, or materials provided by the customer
Dislike of colour, material, layout, or finish once delivered (if made as agreed)

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Delays caused by site access, third-party contractors, or incomplete customer preparation
Minor variations in natural materials (e.g. grain, shade) consistent with industry standards

All designs are reviewed and approved by the customer prior to production. Approval constitutes final acceptance of all specifications.

7. Liability & Limitations

Specterslitt Bedrooms and Kitchens Limited accepts no liability for:

Losses caused by customer delays or site issues
Consequential loss or indirect damages
Installation by third parties not arranged or approved by us

Our total liability in connection with any order shall not exceed the total contract value.

8. Dispute Resolution

We aim to resolve any issues promptly and fairly. In the event of a dispute, please contact us in writing first at info@specterslitt.com

9. Contact Details

Specterslitt Bedrooms and Kitchens Limited
1096, Uxbridge Road, Hayes, England, UB4 8QH
info@specterslitt.com
020 3051 7651
Company No.: 16380137

This policy is subject to change without notice. Please retain a copy for your records.