Refund policy
Refund Policy
Last updated: August 2026
This policy sits alongside our Terms and Conditions and covers cancellations, returns, faulty goods, and delivery. Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015.
Cancelling a Made-to-Measure Order
Every curtain is made specifically for you. Because of this, made-to-measure orders are exempt from the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We do offer a 48-hour grace period from the moment you receive your order confirmation. Within this window, you can cancel your order for a full refund by writing to us at hello@baywellstudio.co.uk. After 48 hours we begin preparing your fabric and cancellation is no longer possible.
Fabric Samples
Samples are £2 each with free UK delivery. They are non-returnable, but we strongly recommend ordering them before committing to a curtain so you can see the fabric in your own light.
Delivery
We ship to addresses in the United Kingdom as standard. Delivery to the rest of the world is available on request; please contact us before ordering if you are outside the UK.
UK delivery is a flat fee of £7.50 per order, sent by Royal Mail Tracked 48 with signature required. Samples are £2 each with free UK delivery.
Risk of loss and damage passes to you once your order has been delivered to the address you provided at checkout, or to a person who signs for it at that address.
If Something Arrives Damaged
Please inspect your order promptly. Notify us within 48 hours of delivery if any item has arrived damaged, and include photographs of both the packaging and the item. Prompt notification allows us to claim from the carrier and arrange a replacement.
If your order does not arrive within 14 days of the expected delivery date, please notify us and we will investigate with the carrier.
Faulty Goods
If your order arrives faulty or has been made incorrectly, please contact us within 30 days of delivery. Include photographs and a short description of the issue.
Where a genuine fault exists, we will repair, replace, or refund the item in line with your rights under the Consumer Rights Act 2015. What counts as a fault:
- Defective stitching, hemming, or finishing
- Fabric that is significantly different from the one you ordered
- Finished measurements outside a reasonable handmade tolerance
- Hardware faults (rings, tabs) supplied by us
What does not count as a fault:
- Small variations in weave, texture, or colour that are natural characteristics of the fabric
- Fabric softening or subtle colour shift over time from use and light exposure
- Handmade tolerance of up to one centimetre either side of the size ordered
- Damage from incorrect washing, drying, ironing, or installation
- Fit issues caused by incorrect measurements supplied at the time of order
Refunds
Where a refund is due, we process it back to the original payment method within 5 to 10 working days of resolution. Your bank may take an additional few days to display the funds.
Complaints
If you are unhappy with your order or how we have handled an issue, please write to hello@baywellstudio.co.uk. We acknowledge complaints within 3 to 5 working days and will keep you updated as we work towards a resolution.
Contact
Baywell Studio
Charlbury, Oxfordshire
United Kingdom