Returns & Refunds Policy
Last Updated: May 2026 At Ash Architectural, we take pride in supplying premium architectural products manufactured and sourced to order. Due to the bespoke and made-to-order nature of many of our products, this Returns & Refunds Policy sets out important information regarding cancellations, returns and refunds. By placing an order with us, you agree to the terms set out below. Ash Architectural”, “we”, “us” or “our” refer to Ash Door Furniture & Entrance Specialists Ltd trading as Ash Architectural.
1. General Information
This policy applies to all purchases made through the Ash Architectural website and covers both consumer and trade customers. For the purposes of this policy: “Consumer” means an individual purchasing goods primarily for personal use. “Trade Customer” means any business, company, contractor, developer, designer or other commercial entity purchasing goods for business purposes. “Made-to-Order Products” include any products manufactured, assembled, finished, sourced, customised or prepared specifically for your order. Nothing within this policy affects your statutory rights under applicable UK law.
2. Made-to-Order & Bespoke Products
The majority of products supplied by Ash Architectural are bespoke, made-to-order or specially sourced. This includes, but is not limited to: custom finishes special order items non-stock products products manufactured to specification products sourced specifically for a customer order customised dimensions or configurations Once an order has entered production, processing or supplier allocation, it cannot usually be amended, cancelled or returned. Under the Consumer Contracts Regulations 2013, customised and made-to-order goods are exempt from the standard 14-day consumer cancellation rights applicable to distance selling. Accordingly, we do not accept returns or cancellations for made-to-order products unless: the goods are faulty; the goods have been damaged in transit; or the incorrect goods have been supplied.
3. Consumer Customer Rights
Where you are purchasing as a consumer, your statutory rights under the Consumer Rights Act 2015 remain fully protected. Goods supplied by us must be: as described; fit for purpose; and of satisfactory quality. If you believe goods are faulty, damaged or incorrectly supplied, you must notify us as soon as reasonably possible and provide: your order number; photographs of the issue; and a description of the fault or damage. We reserve the right to inspect or request return of the goods prior to approving any refund, replacement or remedy. Where a fault is confirmed, we may at our discretion: repair the product; replace the product; provide a partial refund; or provide a full refund.
4. Trade / Commercial Customers
Trade and commercial customers must inspect all goods upon delivery and notify us of: shortages; damage; incorrect supply; or visible defects within 48 hours of delivery. Claims submitted outside this period may not be accepted. Trade returns are accepted solely at our discretion and may be subject to: restocking charges; carriage charges; and/or supplier return fees. Special order, bespoke and non-stock items are strictly non-returnable unless faulty or incorrectly supplied.
5. Damaged, Faulty or Incorrect Goods
You must inspect goods immediately upon delivery. Any damage, shortages or incorrect items must be reported to us within: 48 hours for transit damage or shortages; and 7 days for incorrect supply or visible defects. Failure to report issues within these timeframes may affect our ability to process claims. Photographic evidence may be required. Goods must not be installed if damage or defects are apparent upon inspection.
6. Installed or Used Products
Products which have been: installed; fitted; modified; treated; or used cannot be returned unless confirmed by us to be faulty. Ash Architectural accepts no responsibility for costs associated with: installation; removal; reinstallation; delays; contractor fees; or consequential losses relating to faulty, damaged or incorrectly supplied products, except where required by law.
7. Finishes, Materials & Natural Variations
Many of our products feature hand-finished, aged, living or natural materials. Variations in: colour; tone; texture; patina; grain; surface markings; or finish appearance are inherent characteristics of such products and do not constitute defects. Product images, samples and finish representations are indicative only. Natural ageing and environmental exposure may alter the appearance of products over time.
8. Samples
Samples are supplied for guidance purposes only. Due to manufacturing processes and natural material variation, final products may differ slightly from samples provided. Sample orders are non-refundable unless faulty.
9. Return Procedure
No goods may be returned without prior written authorisation from Ash Architectural. To request a return, please contact: Email: sales@asharchitectural.co.uk
Telephone: 0115 9874847 Please include: your order number; details of the issue; and supporting photographs where applicable. Unauthorised returns may be refused. Approved returns must be: securely packaged; unused; in original packaging where possible; and returned in accordance with our instructions.
10. Refunds
Approved refunds will be processed using the original payment method where possible. Refunds are typically processed within 14 days of: receipt of returned goods; or confirmation of approved refund entitlement. Original delivery charges are non-refundable unless: goods are faulty; goods are incorrectly supplied; or required by law.
11. Order Cancellation
Orders for standard stock items may only be cancelled prior to dispatch. Orders for bespoke, made-to-order or specially sourced products cannot be cancelled once processing, manufacture or supplier allocation has commenced. Cancellation requests should be submitted immediately in writing.
12. Limitation of Liability
To the fullest extent permitted by law, Ash Architectural shall not be liable for: indirect losses; consequential losses; loss of profit; loss of business; project delays; or third-party contractor costs arising from any product defect, delay, damage or supply issue. Nothing within these terms excludes liability where exclusion is prohibited by law.
13. Contact Us
For all returns and refund enquiries, please contact: Ash Architectural
Ash Architectural is a trading name of Ash Door Furniture & Entrance Specialists Ltd.
Email: sales@asharchitectural.co.uk
Website: www.asharchitectural.co.uk