Terms and Conditions

1. Introduction

These Terms and Conditions govern all orders, services, and purchases made with [Willow & Kole Limited] ("we", "us", "our"). By placing an order, you agree to be bound by these terms.

2. Products and Services

We specialise in handcrafted wood products, including but not limited to:

• Custom furniture
• Home décor items
• Bespoke woodwork projects

Due to the handmade nature of our work, each item may vary slightly in appearance, grain, and finish.

3. Orders and Payments

• All orders must be confirmed in writing (email, website, or invoice acceptance).
• Full payment is required before work begins on custom orders.
• Full payment must be made before delivery or collection unless otherwise agreed.
• Prices are subject to change but will not affect confirmed orders.

4. Custom Orders

• Custom work is made to your specifications; please ensure all details are accurate before approval.
• Once production begins, changes may not be possible or may incur additional charges.
• We reserve the right to decline any custom request.

5. Lead Times

• Estimated completion times will be provided but are not guaranteed.
• Delays may occur due to material availability, workload, or unforeseen circumstances.
• We will communicate any significant delays promptly.

6. Delivery and Collection

• Delivery fees (if applicable) will be quoted separately.
• Customers must ensure adequate access for delivery.
• Risk passes to the customer upon delivery or collection.

7. Returns and Refunds

• Due to the bespoke nature of our products, custom items are non-refundable unless faulty or agreed with the CEO of Willow & Kole Limited directly.
• Standard (non-custom) items may be returned within [14 days] in unused condition.
• Refunds will be processed after inspection of returned goods.

8. Faults and Damages

• Please inspect your item upon delivery.
• Any defects or damage must be reported within [48 hours / 2 days].
• We will repair, replace, or refund faulty items where appropriate.

9. Wood Characteristics

• Wood is a natural material and may:
  • Expand or contract with humidity
  • Develop small cracks or movement over time
  • Show natural knots and grain variation

These are not considered defects but part of the material’s character.

10. Care and Maintenance

Customers are responsible for proper care of products. Guidance may be provided, but we are not liable for damage caused by misuse, improper care, or environmental conditions.

11. Cancellation Policy

• Orders may be cancelled within [2 days] of confirmation for a full refund (if work has not started).
• Deposits may be non-refundable once materials are purchased or work has begun.

12. Liability

• We are not liable for indirect, incidental, or consequential damages.
• Our liability is limited to the value of the purchased product.

13. Intellectual Property

All designs, drawings, and concepts remain the property of [Willow & Kole Limited] unless otherwise agreed in writing.

14. Governing Law

These Terms and Conditions are governed by the laws of [United Kingdom, England].

15. Contact Information

For any questions, please contact:
[Adam Hiscock / Willow & Kole Limited]
Email: info@willowandkole.co.uk

Last updated: [4th May 2026]