Refund policy
Effective Date: 01 August 2025
1. Made-to-Order Policy
Each piece from Eos Bespoke Furniture is individually crafted to order, according to your chosen specifications. Because of this bespoke nature, we are unable to accept returns or offer refunds for change of mind, incorrect measurements, or design preferences once an order has been confirmed.
We encourage customers to carefully review all product details, finishes, and dimensions before placing an order. If you have any questions prior to ordering, we will be happy to assist.
2. Ready-to-Ship Items
From time to time, we may offer ready-to-ship or in-stock items. These pieces may be returned within 14 days of delivery, provided they are unused, in their original packaging, and in perfect condition.
Return shipping for such items will be at the customer’s expense, unless the item is faulty or damaged on arrival.
3. Damaged or Faulty Items
We take great care to ensure that your furniture arrives in perfect condition. In the rare event that your item is delivered damaged or defective, please contact us within 48 hours of receipt at info@eosbespoke.co.uk including photographs and a brief description of the issue.
Once reviewed, we will arrange one of the following at no additional cost to you:
- A repair of the damaged item
- A replacement item of equal value
- A full or partial refund, where repair or replacement is not possible
We reserve the right to inspect and assess the reported issue before a resolution is confirmed.
4. Refund Process
Approved refunds will be processed to your original method of payment. Please allow up to 10 business days for the funds to appear, depending on your payment provider.
5. Cancellations
As each item is made to order, cancellations can only be accepted within 48 hours of placing your order. After this period, production will have begun, and we are unable to cancel or refund the order.
6. Contact Us
For all return, refund, or damage-related enquiries, please contact us at info@eosbespoke.co.uk