Refund policy

Return & Refund Policy

We want you to be happy with your Pure Patina piece. This policy explains your rights and how returns, cancellations and refunds are handled.

1. Standard and Available Now pieces

If you purchase an eligible standard, non-personalised piece online, including an Available Now piece, you normally have 14 days from the day you receive your order to tell us that you wish to cancel.

After telling us that you wish to cancel, you then have a further 14 days to return the goods.

Please contact us before returning anything so that we can provide the appropriate return instructions.

For a change-of-mind return, you are responsible for the cost of returning the piece to us. Because some Pure Patina pieces are large, return carriage costs can vary according to the size of the piece and the service required.

You are responsible for taking reasonable care of the goods while they are in your possession. If handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods reduces their value, we may make an appropriate deduction from the refund where permitted by law.

2. Made to Order pieces

A standard Pure Patina design is not automatically excluded from cancellation rights simply because we manufacture it after you place your order.

Where a Made to Order piece is a standard design and has not been made to your individual specifications or clearly personalised, normal statutory cancellation rights will apply where applicable.

Where you request alterations, personalisation or specifications that make the piece individual to you, the cancellation rights applying to personalised or bespoke goods may apply instead.

3. Bespoke and personalised pieces

Goods made to your individual specifications or which are clearly personalised are generally excluded from the standard statutory change-of-mind cancellation right.

This does not affect your statutory rights if the goods are faulty, not as described, not of satisfactory quality or do not conform to what was agreed.

4. Faulty, damaged or incorrect goods

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible.

Please provide your order number and photographs where these will help us understand the problem. For goods damaged in transit, please retain the product and its packaging while we investigate.

Your statutory rights are not affected by any request to contact us promptly.

Where goods are faulty, damaged, incorrect or otherwise do not conform to the contract, we will deal with return or collection costs as required by law.

5. Natural materials and individual finishes

Pure Patina pieces are individually made and finished using timber-based materials with real hardwood veneer.

Natural variations in grain, colour, markings and character are part of the material. Our hand-applied finishing process also means that individual pieces may show subtle variations.

For Made to Order pieces, these natural differences mean that your piece will not necessarily be identical to photographs of another example of the same design.

These characteristics are not considered faults where the goods otherwise correspond with their description and the design ordered.

For Available Now pieces, the product photographs show the individual finished piece offered for sale.

6. Refunds following cancellation

Where you exercise a statutory right to cancel an eligible order, we will refund the price paid for the goods together with the cost of our standard outbound delivery service, where a delivery charge was paid.

If you chose a more expensive delivery option than our standard service, we are not required to refund the additional cost above the standard delivery charge.

Refunds will be made without undue delay and within the applicable statutory timeframe. We may be entitled to withhold the refund until the goods have been returned to us or you provide evidence that they have been sent back, where permitted by law.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

7. Exchanges

We do not operate a general exchange service.

If you wish to return an eligible standard piece and purchase another, please contact us. Where cancellation rights apply, the original order can be dealt with as a return and a new order placed separately.

This does not affect any remedy available to you where goods are faulty or do not conform to the contract.

8. How to arrange a return

Please contact us before sending a piece back so that we can provide the correct return instructions.

Do not return goods to us without first contacting us.

When contacting us, please include your order number and the reason for the return. If the piece is faulty, damaged or incorrect, photographs may help us resolve the matter more quickly.

9. Contact

Pure Patina
Email: contact@purepatina.co.uk

Nothing in this policy affects your statutory rights.