Returns & Refunds Policy
Last updated: 5 September 2026
This Returns & Refunds Policy applies to products purchased through the Leeds Signature Joinery online Shop.
The Shop is operated by Leeds Signature Joinery Contracts Limited, trading as Leeds Signature Joinery.
This policy explains your rights when cancelling an order, returning Goods or reporting an item that is faulty, damaged, incorrect or not as described.
Nothing in this policy limits or excludes any statutory rights available to you under UK consumer law.
1. Changing Your Mind
If you are a Consumer and purchase standard Goods from us online, you will normally have the right to cancel your order without giving a reason.
For eligible Goods, you have 14 days from the day you receive the Goods to tell us that you wish to cancel.
Once you have notified us of your cancellation, you then have a further 14 days to return the Goods to us.
Where an order contains multiple Goods delivered separately, the applicable cancellation period may run from receipt of the final item where required by law.
Certain Goods are excluded from the right to cancel, including some bespoke and personalised products. These are explained below.
2. How to Request a Return
To request a return, please contact us at:
Email: info@signaturejoinery.co.uk
Please provide:
Your name
Order number
The product you wish to return
The reason for contacting us, where relevant
You do not need to provide a reason when exercising a statutory right to cancel an eligible online purchase.
We will provide appropriate return instructions.
Please do not send Goods to us without following the return instructions where doing so could result in the Goods being delivered to an incorrect location.
3. Returning Goods
Following a valid cancellation, eligible Goods should normally be returned within 14 days of notifying us that you wish to cancel.
Unless the Goods are faulty, incorrect, damaged on delivery or otherwise not in conformity with the Contract, you will normally be responsible for the direct cost of returning the Goods.
Goods should be appropriately packaged to reduce the risk of damage during transportation.
We recommend using a suitable delivery service and retaining evidence of postage or collection until your return has been processed.
4. Condition of Returned Goods
You may inspect and handle Goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could reasonably inspect them in a physical shop.
You are responsible for taking reasonable care of Goods while they are in your possession.
Where handling goes beyond what is reasonably necessary and causes a reduction in the value of the Goods, we may be entitled to make an appropriate deduction from the refund where permitted by law.
This does not affect your rights where Goods are faulty, damaged, incorrect or not as described.
5. Bespoke, Made-to-Measure and Personalised Products
Some products sold by Leeds Signature Joinery may be:
Made to your measurements
Manufactured to your specification
Cut specifically to dimensions supplied by you
Engraved or personalised
Manufactured in a finish or configuration specifically selected for you
Otherwise clearly personalised
Where Goods are genuinely made to your specifications or clearly personalised, the normal statutory right to cancel an online order because you have changed your mind may not apply.
Where this exclusion applies, we will aim to make the bespoke or personalised nature of the product clear before you place your order.
This does not remove your rights if a bespoke or personalised product is faulty, not as described or otherwise fails to meet applicable legal requirements.
6. Made-to-Order Products That Are Not Bespoke
A product being described as “made to order” does not necessarily mean that it is bespoke or personalised for the purposes of consumer cancellation rights.
Where a product is simply manufactured after an order is received but is supplied in a standard specification, your normal cancellation rights may still apply.
We will not treat an ordinary standard product as non-returnable simply because it was manufactured after your order was placed.
7. Customer-Supplied Measurements and Specifications
Where you order a bespoke product using measurements, dimensions, wording, selections or other specifications supplied by you, you are responsible for checking that the information is accurate before placing your order.
If we manufacture the Goods correctly in accordance with the information you supplied, we will not normally be responsible because the Goods subsequently prove unsuitable as a result of incorrect customer-supplied information.
Where reasonably possible, we may offer to modify or remake an item, but additional charges may apply.
This does not affect your rights where we have failed to manufacture the Goods in accordance with the agreed specification or have otherwise breached the Contract.
8. Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
For standard Goods, we will process the cancellation in accordance with your applicable cancellation rights.
For bespoke or personalised Goods, cancellation may not be possible once manufacture has begun or the Goods have been altered specifically to your requirements.
If manufacture has not yet begun, please contact us promptly and we will confirm what options are available.
Nothing in this section limits any statutory cancellation right that applies to the particular order.
9. Faulty Goods
Goods supplied by Leeds Signature Joinery must meet the standards required by applicable UK consumer law.
Among other requirements, Goods must be:
Of satisfactory quality
Fit for purpose where applicable
As described
Consistent with any agreed specification
If you believe a product is faulty, please contact us as soon as reasonably possible.
Please provide your order number, a description of the fault and photographs or other relevant information where reasonably possible.
We will assess the issue and provide the appropriate remedy in accordance with your statutory rights.
10. Short-Term Right to Reject Faulty Goods
Consumers generally have a short-term right to reject Goods that do not conform to the Contract within 30 days, subject to the applicable provisions of the Consumer Rights Act 2015.
Where this right applies, you may be entitled to reject the Goods and receive a refund.
The 30-day period and the remedies available can depend on the particular circumstances, including delivery and any installation requirements.
Nothing in this policy reduces those statutory rights.
11. Repairs and Replacements
Depending on the circumstances and applicable law, you may be entitled to request a repair or replacement where Goods are faulty.
Where we are legally responsible for providing a repair or replacement, this will be provided without unreasonable delay, without significant inconvenience to you and at our cost as required by law.
The appropriate remedy will depend on the circumstances and your statutory rights.
12. Faults Discovered After 30 Days
Your rights do not necessarily end after the initial 30-day period.
Where a fault becomes apparent later, you may have rights to a repair or replacement and, in certain circumstances, a price reduction or final right to reject.
The remedy available will depend on the circumstances and applicable consumer law.
13. Faults Within the First Six Months
Where Goods develop a fault within the first six months, consumer law may presume that the problem existed when the Goods were supplied unless we can establish otherwise, subject to the applicable statutory rules and exceptions.
We will deal with any claim in accordance with the Consumer Rights Act 2015 and other applicable law.
14. Damaged Goods
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, provide:
Your order number
Photographs of the Goods
Photographs of the packaging
A description of the damage
Please retain the Goods and packaging while we investigate.
Where the Goods were damaged before responsibility for them passed to you, we will arrange an appropriate remedy.
15. Incorrect Goods
If we send you an incorrect product, please contact us promptly.
We will arrange an appropriate remedy and, where necessary, arrange or pay for the return of the incorrectly supplied Goods.
You will not be required to pay return delivery costs where the error is ours.
16. Goods Not as Described
If the Goods you receive materially differ from their description, agreed specification or other information forming part of the Contract, please contact us.
We will investigate and provide an appropriate remedy in accordance with your statutory rights.
17. Natural Timber and Material Variation
Some products sold by Leeds Signature Joinery may be manufactured from timber, veneer or other natural materials.
Natural materials can vary in:
Grain
Colour
Tone
Figure
Knots
Mineral markings
Texture
Other naturally occurring characteristics
Images displayed on our website are intended to represent the general appearance of a product but cannot guarantee that every piece of natural material will be identical.
Reasonable natural variation is not, by itself, a product defect.
This does not affect your rights where Goods are materially different from their description or agreed specification.
18. Colour and Screen Representation
We make reasonable efforts to display product colours and finishes accurately.
However, the appearance of colours can vary between screens and devices, and natural or manufactured materials can vary between batches.
Where precise colour matching is critical, please contact us before ordering.
Nothing in this section permits us to supply Goods that are materially different from their agreed description or specification.
19. Return Delivery Costs
For an eligible change-of-mind cancellation, you will normally be responsible for the direct cost of returning the Goods unless we have agreed otherwise or failed to provide information that the law requires us to provide.
Where Goods are faulty, damaged, incorrect or otherwise not in conformity with the Contract, we will bear reasonable return costs where required by law.
Large or heavy products may require specialist collection rather than ordinary parcel delivery.
Please contact us before arranging the return of oversized Goods.
20. Original Delivery Charges
Where you validly cancel an eligible online order under your statutory cancellation rights, we will refund the standard outbound delivery charge paid for that order where required by law.
If you selected a more expensive delivery service than our least expensive standard delivery option, we are not normally required to refund the additional cost of the upgraded service.
21. Refunds
Where a refund is due following cancellation of an eligible online order, we will process it within the period required by applicable law.
For returned Goods, we may be entitled to wait until:
We receive the Goods back; or
You provide evidence that you have returned them,
whichever occurs first, where permitted by law.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed and legally permitted.
We will not charge a fee simply for processing a statutory refund.
22. Exchanges
Where available, we may allow an eligible product to be exchanged rather than refunded.
An exchange does not remove or replace any statutory rights you have.
Bespoke or personalised Goods cannot normally be exchanged simply because you have changed your mind where the statutory cancellation exception applies.
23. Sale and Discounted Products
Your statutory rights apply equally to Goods purchased during a sale or promotion.
A reduction in price does not remove your rights because an item is faulty, unless the relevant defect was specifically brought to your attention before purchase in circumstances permitted by law.
24. Products Damaged After Delivery
We are not responsible for damage caused after responsibility for the Goods has passed to you where that damage results from matters such as:
Misuse
Accidental damage
Incorrect installation by someone else
Failure to follow supplied instructions
Inappropriate storage
Exposure to unsuitable environmental conditions
Unauthorised alteration or modification
Normal wear and tear
This does not affect claims relating to faults or lack of conformity that existed when the Goods were supplied.
25. Products Installed by Third Parties
Where you arrange for another person or contractor to install a product supplied by us, please ensure that the installer checks the product and confirms its suitability before materially altering or installing it.
If you believe the product is faulty or incorrect, please contact us before installation where reasonably possible.
We are not responsible for defective workmanship carried out by an independent installer appointed by you.
This does not affect your rights concerning the Goods themselves.
26. Proof of Purchase
We may ask for reasonable proof of purchase when processing a return, refund, repair or replacement.
This may include:
Order confirmation
Order number
Receipt
Payment record
Other reasonable evidence showing that the Goods were purchased from Leeds Signature Joinery
27. Business Customers
The statutory Consumer cancellation rights described in this policy apply to Consumers and do not necessarily apply to purchases made wholly or mainly for business purposes.
Where you purchase Goods in the course of a business, trade, craft or profession, the applicable return and cancellation arrangements will be governed by our Terms & Conditions and any specific commercial terms agreed with you.
This does not exclude rights which cannot legally be excluded.
28. How to Contact Us About a Return
To request a return or report a problem with an order, contact:
Leeds Signature Joinery Contracts Limited
Trading as Leeds Signature Joinery
8 Kenworthy Garth
Leeds
West Yorkshire
LS16 7QU
United Kingdom
Email: info@signaturejoinery.co.uk
Telephone: 0113 418 2894
Please include your order number wherever possible so that we can locate your purchase quickly.
29. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes to our Shop, products or applicable requirements.
The current version will be published on our website with its latest revision date.
Any change will not retrospectively remove statutory or contractual rights that already apply to an existing order.
30. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace rights available to Consumers under applicable UK law.
If any provision of this policy conflicts with a mandatory statutory Consumer right, the statutory right will prevail.