Refund policy
Returns & Refunds Policy
At The Cabinet Shop, most of our products are made to order. This allows us to create cabinetry tailored to your space, but it also means our returns and refunds policy differs from that of standard off-the-shelf products.
Made-to-Order & Bespoke Products
All cabinets and made-to-measure items are manufactured specifically to your selected and approved design, including dimensions, materials, finishes and internal layout.
Once an order has been approved and manufacturing has begun, it is considered final. For this reason, we are unable to accept returns or offer refunds on bespoke products, except where an item is faulty, damaged, or not produced in line with the approved design.
Design Review, Approval & Order Commitment
If you choose to request a design review, your order will not enter production until the design has been reviewed and approved by you.
Approval of a design — whether explicitly confirmed following a review or implied by placing an order without requesting a review — is treated as authorisation to proceed with manufacture.
Once this approval has been given and production has started, cancellations, changes or refunds are no longer possible, except where required by law.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, or not in accordance with the approved design, please notify us within 48 hours of delivery and provide clear photographs and a description of the issue.
We will assess the issue and, where appropriate, arrange a suitable resolution. This may include replacement parts, repair, or replacement of the affected cabinet, in line with your statutory rights.
Please do not return any cabinets or parts without our prior confirmation. Unauthorised returns may not be accepted.
Assembly & Installation
Our cabinetry is supplied flat-pack and requires assembly. We cannot accept responsibility for issues arising from incorrect assembly, failure to follow provided instructions, or modifications made after delivery.
If you are unsure at any stage of assembly, we encourage you to contact us before proceeding.
Handles, Fittings & Non-Bespoke Items
Handles, fittings and other non-bespoke items may be eligible for return provided they are:
- Unused
- In their original, unopened packaging
- Not purchased as part of a bespoke or customised order
To request a return, a support ticket must be raised so we can confirm eligibility and provide return instructions.
Return postage costs are the responsibility of the customer. Once the returned items have been received and inspected, we will refund the original payment, less:
- The original delivery charge
- A 20% restocking fee
Refunds are issued to the original payment method once the return has been approved and processed.
Klarna & Third-Party Payment Providers
If you choose to pay using Klarna or another third-party payment provider, your payment agreement with that provider does not override our made-to-order policy.
Refunds, cancellations and disputes are assessed in line with this policy and the approved design associated with your order. Klarna payment plans remain active unless a refund is approved and processed by us.
Your Statutory Rights
This policy does not affect your statutory rights under UK consumer law, including your rights in relation to faulty or misdescribed goods.
