RETURNS, CANCELLATIONS & REFUNDS POLICY
Last updated: August 2026
We want the process to be clear if you need to cancel an order, return a product or tell us about a problem.
Many of our products are handmade to order and some are manufactured specifically to customer-supplied measurements or personalised with customer-supplied wording. Different cancellation and return rules can therefore apply depending on what you have ordered.
This policy should be read together with our Terms of Sale.
Nothing in this policy affects your statutory rights.
STANDARD PRODUCTS
For standard products purchased online, where statutory cancellation rights apply, you normally have 14 days after receiving the goods to tell us that you wish to cancel.
Once you have told us that you wish to cancel, you then normally have a further 14 days to return the goods to us.
You do not need to give a reason for exercising an applicable statutory cancellation right.
Please contact us before returning your order so that we can provide the appropriate return information.
Unless the goods are faulty, damaged, incorrectly supplied or not as described, the cost of returning the goods is your responsibility.
Goods should be returned carefully packaged. We strongly recommend using the original packaging where possible.
You are responsible for taking reasonable care of the goods while they are in your possession.
Where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been reduced because they have been handled beyond what would reasonably be necessary to inspect them.
MADE-TO-ORDER PRODUCTS
Many of our products are handmade only after an order is received.
Being described as made to order does not by itself mean that a product cannot be returned.
Where a product is made from our normal range without individual measurements, personalisation or other customer-specific requirements, normal statutory cancellation rights will generally apply.
Different rules apply where a product has been made specifically to your measurements, specification or personalisation.
PERSONALISED, ENGRAVED, BESPOKE & MADE-TO-SPECIFICATION PRODUCTS
The normal statutory change-of-mind cancellation right does not apply to goods made to your individual specification or clearly personalised for you.
This includes, where applicable:
- products engraved with names
- products engraved with dates, messages, house numbers or other wording supplied or selected by you
- products manufactured to measurements or dimensions supplied by you
- Slot Doorstops manufactured to your individual measurements
- products manufactured to a special size or individual specification requested by you
- products otherwise altered or personalised specifically for you
Please check all measurements, spelling, wording, dates, numbers and other personalisation carefully before placing your order.
Where we have manufactured or personalised the product correctly according to the information you supplied, it cannot normally be returned simply because you have changed your mind, no longer require it or decide that you do not like it.
This does not affect your statutory rights if the product is faulty, damaged, not as described or has not been manufactured in accordance with the specification you supplied.
CANCELLING OR CHANGING AN ORDER BEFORE PRODUCTION
If you need to change or cancel an order, please contact us as soon as possible.
For standard products where statutory cancellation rights apply, those rights are unaffected.
For personalised, bespoke or made-to-specification products, production may begin shortly after your order is received.
We will try to accommodate changes requested before manufacture or personalisation begins, but we cannot guarantee that a change will be possible once work has commenced.
CUSTOMER-SUPPLIED MEASUREMENTS
Some of our products, particularly our Slot Doorstops, are individually manufactured using measurements supplied by you.
It is your responsibility to take and supply the correct measurements.
For Slot Doorstops this includes, where applicable, Measurements A, B and C shown on the relevant product page.
We manufacture your product using the measurements submitted with your order.
Please check these measurements carefully before ordering.
INCORRECT MEASUREMENTS SUPPLIED BY THE CUSTOMER
Where we manufacture your product correctly to the measurements supplied with your order, but you subsequently discover that one or more of the measurements you supplied were incorrect, this does not constitute a manufacturing fault.
We understand that measurement mistakes happen and, where reasonably possible, we will try to help.
Where the Existing Product Can Be Altered
In some circumstances, an incorrectly measured product can be altered to the correct specification.
For example, where a Slot Doorstop has been ordered too large and the required correction can be achieved by removing material or otherwise altering the existing product, we may be able to correct it without manufacturing a replacement.
Where this is possible, we offer a Customer Specification Correction Service, currently from £50.
This will normally include:
- arranging collection of the product
- reasonable workshop alteration or correction work
- return delivery to you
The charge applies where the correction can reasonably be carried out by altering the existing product.
If additional materials or substantially more workshop time are required, we will advise you of any additional cost before carrying out the work.
Where the Existing Product Cannot Be Altered
If the measurements supplied with your original order mean that the product is too small, or the required correction cannot reasonably be achieved by altering the existing product, a new product will need to be manufactured.
In these circumstances, the Customer Specification Correction Service does not apply.
As the original product was correctly manufactured to the measurements supplied with your original order, the cost of manufacturing a replacement will be payable by you.
The replacement will normally be treated as a new order at the applicable price.
At our discretion, we may offer a reduced price or other goodwill adjustment towards the replacement.
Any such reduction is entirely discretionary and will be confirmed with you before the replacement order is placed.
You are under no obligation to order a replacement.
If you decide not to proceed, you may simply keep the original product and no further action is required.
Please contact us before returning an incorrectly measured product. We will review the measurements and explain what can reasonably be done and any costs involved.
MANUFACTURING OR PERSONALISATION ERRORS MADE BY US
If we manufacture your product incorrectly and it does not match the measurements, dimensions, personalisation or other specification correctly supplied with your order, we will put this right at no cost to you.
Depending on the circumstances, we may:
- alter or repair the existing product
- manufacture a replacement
- provide another remedy where required by your statutory rights
Where we need the incorrectly manufactured product returned to us, we will arrange and pay for its collection.
Please contact us before arranging a return so that we can arrange the appropriate collection.
In some cases, particularly where a personalised or incorrectly manufactured product would have little practical value if returned, we may tell you that it does not need to be returned.
FAULTY, DAMAGED OR INCORRECT GOODS
Products supplied by us must meet your statutory consumer rights.
If a product is faulty, damaged, not as described, incorrectly supplied or has not been manufactured in accordance with the specification agreed with you, please contact us.
Please provide your order number, details of the problem and, where appropriate, photographs showing the issue.
Depending on the circumstances and your statutory rights, an appropriate remedy may include repair, replacement, price reduction or refund.
The fact that a product is personalised, engraved, bespoke or made to your specification does not remove your statutory rights where there is something wrong with the product.
NATURAL TIMBER
Our products are manufactured from natural wood.
Natural characteristics can include variations in:
- grain
- colour
- figuring
- knots
- mineral markings
- texture
- natural pattern
These characteristics mean that every piece of timber is different.
Reasonable natural variations between the product received and photographs displayed on our website are not by themselves evidence of a fault.
This does not affect your rights where a product is genuinely faulty or materially different from its description.
RETURNING AN ELIGIBLE PRODUCT
Please contact us before returning a product.
Where you are responsible for returning goods, please package them carefully.
We recommend using the original packaging where reasonably possible and using an appropriate tracked or signed-for delivery service.
Please retain proof of postage until the return has been completed.
You remain responsible for the returned goods until they are received by us where you have arranged the return yourself.
Where the return is necessary because of a fault, damage, an incorrect product or an error made by us, please contact us first so that we can arrange the appropriate return or collection.
REFUNDS
Where you exercise a statutory right to cancel an eligible standard online order, we will refund the appropriate amount in accordance with your statutory rights.
This will normally include the price paid for the returned goods and the applicable standard outbound delivery charge.
If you selected a more expensive delivery option, such as Saturday Delivery, we are not normally required to refund the additional amount above the cost of our standard delivery service when you are exercising a change-of-mind cancellation right.
Where permitted by law, we may withhold a refund until we have received the goods back or you have provided appropriate evidence that they have been returned.
Refunds will normally be made using the original payment method unless otherwise agreed.
FAST TRACK EXPRESS & CANCELLATIONS
Fast Track Express is primarily a priority production service.
If you cancel an eligible standard product before Fast Track production has begun, the Fast Track charge will normally be refunded with the cancelled order.
If we have already begun providing the priority service at your request, whether the Fast Track charge is refundable will depend on the circumstances and your statutory rights.
This does not affect any rights you have in relation to faulty, incorrectly manufactured or otherwise non-conforming goods.
SALE ITEMS
Sale and discounted products have the same statutory rights as full-price products.
Where a sale item is a standard product, the applicable cancellation rights described above apply.
Where a sale item has been personalised or made to your individual specification, the rules for personalised, bespoke and made-to-specification products apply.
RETURN ADDRESS
Please contact us before returning an item.
Where a return is required, it should be sent to:
The Natural Wood Company
Rose Cottage
Euximoor Drove
Christchurch
Wisbech
PE14 9LR
Where you are responsible for arranging the return, we recommend using an appropriate tracked or signed-for service and retaining proof of postage until your return has been completed.
Where the return is required because of an error by us, or because the goods are faulty or incorrectly supplied, please contact us before arranging delivery so that we can arrange the appropriate return or collection.
CONTACT US
If you have a question about a cancellation, return, correction or refund, please contact us:
The Natural Wood Company UK Ltd
Email: info@nwco.co.uk
Telephone: 01233 850295
Please include your order number where possible.
Nothing in this Returns, Cancellations & Refunds Policy excludes or restricts your statutory rights.