Terms & Conditions

Cancellation, Refunds & Returns

Here at Willow Tree Workshop we offer bespoke, made to order products. We cannot accept cancellations, returns or offer any refunds on orders once they have been processed and payment has been made. Please ensure all details are correct before placing your order and that you are happy with all the design decisions and materials.

We endeavour to always send out quality products, however mistakes can occasionally happen. Should you receive a faulty or damaged item(s) you should notify Willow Tree Workshop on the day of delivery. Provided evidence is received within the time frame, we will assess the fault and arrange to repair or replace the item(s) as soon as reasonably possible.

In the case of faulty/damaged goods, or an incorrect order being received, we will ensure all necessary steps are taken to provide you with the correct item(s). However, we cannot offer any refunds, reimbursements, discounts or compensation as a result.

Materials & Finishes

By the very nature of both the reclaimed materials we use and the handmade manufacturing process, all our pieces could contain any/all of the following characterful/natural traits:

• Knots/cracks/wood grain, machinery marks & rust stains from previous use
• Natural colour variation of the wood

These should be expected within each piece and we cannot offer refunds, reimbursements, discounts or compensation for such features. Please contact us if you are unsure on the terms or what to expect with the above.

All wood is purchased as random width planks and will come from a variety of trees. Each plank will be completely unique and will be hand selected from the limited stock within the workshop at the point of manufacture. Almost every piece will be made from multiple planks but it all adds to the character and beauty of the rustic look designs.

We will not accept returns, cover the cost of adjustments/alterations, offer refunds, reimbursements, discount or compensation due to issues arising from the customers personal preference (eg wood grain, pattern, knots, colour variation or any other natural occurring elements/features).

Please note that all wood is a hydroscopic material and will continuously react to changes in its environment by absorbing/releasing moisture. Wood shrinks as its moisture content decreases and swells as its moisture content increases. All wood species can react to exposure to UV sunlight, changes in air temperature and air humidity. We do design all our pieces with wood movement in mind to try and minimise these effects. We cannot be held responsible for changes in the wood due to environmental factors, once delivery has been received. We advise that all items are kept out of direct sunlight, away from radiators and not kept directly above under floor heating.

Design

All our products are made to within a 10mm tolerance within each dimension as we do not guarantee millimetre precision. With all items If you require an exact size for fitting within a given space, please allow a tolerance of +/- 10mm. We can’t take responsibility for any item that doesn’t fit if the measurement is under this 10mm tolerance.

All product photographs, example images and any items/examples/materials that may be provided during the order process are for illustrative purposes only and designs/colours can vary within the final product. Please note that once protective oils & varnishes have been applied the wood will naturally darken in colour, samples can be obtained prior to order to gain a rough idea of the finished colour.

In the circumstance that an item has to be fixed to the wall, floor or similar, it is the buyers responsibility to check the suitability of their property, wall type etc. Willow Tree Workshop will not be held responsible to the damages caused to the customers property in the process. We would recommend the customer always consults an experienced tradesman and seek advice if they require specialist fixtures or fittings.