Returns & Remedies

Because all of our furniture is made to order and often fully bespoke, each piece is created just for you. That means we can’t accept returns or cancellations once work has begun. We hope you’ll understand — it’s part of commissioning something unique.

Faults & problems

We take great care to ensure every piece is crafted to the highest standard. Each item is inspected before leaving the workshop. If you think something isn’t right when your furniture arrives:

  • Please let us know within 7 days of delivery.

  • Send us a description and photographs of the issue so we can understand what’s happened.

  • If we agree it’s a genuine fault in our workmanship or materials, we’ll arrange for the piece to come back to the workshop for repair. Once it’s fixed, we’ll return it to you.

Please note that:

  • The cost of returning the piece to us and redelivery back to you will usually be covered by you unless agreed in writing otherwise.

  • We don’t accept responsibility for issues caused by improper use, poor storage conditions (damp, heat, or direct sunlight), or a failure to follow our Care & Character guidance.

Natural timber

Our work is made from solid wood, never veneer. Wood is a natural material, and each piece will feature its own grain, knots, and variations in tone. Timber also moves with the seasons. These natural qualities are not faults — they’re part of what makes every Trew and Bold piece unique.

If you would prefer a piece with fewer knots or a more uniform grain, please let us know at the point of order. The scope and cost of the commission can be adjusted to reflect this requirement.

Refunds

We don’t offer refunds on made-to-order or bespoke furniture. In exceptional circumstances, at our discretion, we may consider alternatives — but in most cases our remedy will be to repair.

In summary

Commissioning bespoke furniture means you’re investing in something made especially for you, with all the beauty and character that natural timber brings. If a genuine issue arises with our workmanship, we’ll always do our best to put it right.