Returns & Refunds Policy
At Arthur Francis, every piece is made especially for you — either to order or as a completely bespoke design. Many of our items are also personalised or tailored to your specifications, making them unique and unsuitable for resale.
Because of this, we’re unable to accept returns or offer refunds for:
- Made‑to‑order items
- Bespoke or customised pieces
- Personalised products
This policy is in line with the Consumer Contracts Regulations (UK), which allow exemptions for goods made to a customer’s specification or clearly personalised.
If There’s a Problem with Your Order
Your satisfaction matters to us. If your order arrives damaged, faulty, or not as described, please contact us within 48 hours of delivery with your order number and photographs showing the issue. We will work quickly to put things right — whether that’s a repair, replacement, or other agreed solution.
Cancellations
If you change your mind after placing an order, please let us know within 24 hours. As each piece is made to order, once production has begun we are unable to cancel your order without incurring costs.
