Refund policy
Refunds, Returns & Right of Withdrawal
1. Our Bespoke Guarantee
The vast majority of our products are uniquely personalised or bespoke, made specifically for your order. Under UK and EU consumer law, personalised and bespoke items are exempt from the standard right to cancel or withdraw, unless they arrive damaged, defective, or do not match the agreed specification. By placing an order for a bespoke item, you acknowledge and accept that all sales are final.
We want every customer to be completely happy with their order. If something isn't right, please get in touch and we will do everything we can to resolve it.
2. Non-Personalised Items: Your Right to Cancel
For any non-personalised or ready-to-ship items, you have the right to cancel your order and receive a full refund.
UK customers have 30 days from the date of delivery to request a return. This exceeds the statutory 14-day minimum and is offered as an extended courtesy.
EU customers have a statutory 14-day right of withdrawal from the date you receive your order, under the EU Consumer Rights Directive (2011/83/EU). You do not need to give a reason. To exercise this right within the 14-day period, you may use the withdrawal function in your order account (see Section 5), email us at hello@birdhouse197.com, or complete and return the Standard Withdrawal Form provided at the end of this policy.
After 30 days from delivery (or 14 days for EU customers exercising the statutory right), we are unfortunately unable to offer a return or exchange unless the item is defective.
3. Return Conditions
To be eligible for a return, your item must meet the following conditions:
- The item must be unused and in the same condition as received, with original packaging intact.
- All returns must be sent by post.
- The cost of return postage is the customer's responsibility.
- There are no restocking fees for eligible returns.
- We strongly recommend using a tracked shipping service. We cannot be held responsible for items lost in return transit.
4. Damaged, Defective, or Incorrect Items
We are committed to quality at every stage of production. If your order, including bespoke items, arrives damaged, defective, or does not match your agreed customisation, please contact us within 7 days of delivery.
Email: hello@birdhouse197.com
Please include your order number and photographic evidence so we can resolve the issue promptly. Where a fault is confirmed, we will offer a replacement or full refund at no cost to you.
5. How to Exercise Your Right of Withdrawal (EU Customers)
In accordance with Directive (EU) 2023/2673, EU customers may withdraw from eligible contracts using our online withdrawal function. You can access this directly from your order account page by selecting the relevant order and clicking "Withdraw from contract here." You will be asked to confirm the withdrawal on a second screen, and you will receive an automatic email confirmation once submitted.
If you do not have an account, you can also notify us of your withdrawal by emailing hello@birdhouse197.com with your order number and name, or by completing the Standard Withdrawal Form below.
Please note: this withdrawal right applies only to non-personalised or ready-to-ship items. Bespoke and personalised products remain exempt from the right of withdrawal under applicable consumer law.
6. How to Start a Return (UK Customers and Non-Statutory Returns)
Email us at hello@birdhouse197.com to notify us of your intent to return. Please include your order number. We will provide the correct return address. We recommend using a tracked service, as we cannot guarantee receipt of untracked returns.
Once your return is received and inspected, we will confirm whether a refund has been approved. Approved refunds are processed to your original payment method within 5 to 10 business days.
7. Refund Processing
Refunds are issued to the original payment method used at checkout. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider. Original delivery charges are non-refundable unless the return is due to our error or a product fault.
Standard EU Withdrawal Form
(Complete and return this form only if you wish to withdraw from your contract)
To: Kinghorn & Illingworth Ltd, trading as Birdhouse197
Email: hello@birdhouse197.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Order number: ____________________
Ordered on: ______________ / Received on: ______________
Name: ____________________________
Address: __________________________
Signature (if submitting by post): ____________________
Date: ______________