Refund Policy

Last Updated: January 2025

1. Introduction

At Bilelia, we take pride in crafting high-quality, handmade furniture to your exact specifications. This Refund Policy explains our approach to refunds, cancellations, and returns for our bespoke furniture and woodworking services.

This policy should be read in conjunction with our Terms and Conditions. By placing an order with us, you acknowledge that you have read and understood this Refund Policy.

2. Custom-Made Furniture Policy

All furniture produced by Bilelia is custom-made to order based on your specific requirements, measurements, and design preferences. As such:

• Each piece is unique and cannot be resold to another customer
• Production begins immediately after order confirmation and deposit payment
• Materials are purchased specifically for your project
• Significant time and craftsmanship are invested in each piece

Under UK Consumer Contracts Regulations, the right to cancel does NOT apply to goods made to your specifications or clearly personalized. Once production has commenced, your deposit and any subsequent payments are non-refundable except in cases of fault or significant delay.

3. Cancellation Rights

3.1 Cooling-Off Period (Before Production)

Consumer customers have a 14-day cooling-off period from the date of order confirmation. During this period:

• You may cancel your order for any reason if production has NOT commenced
• We will refund your deposit minus a 15% administration fee to cover quotation preparation and administrative costs
• Cancellation must be submitted in writing to bilelia@hotmail.com
• Refunds will be processed within 14 days of receiving your cancellation notice

3.2 After Production Has Commenced

Once we have begun crafting your furniture:

• You do NOT have the right to cancel under Consumer Contracts Regulations
• Your deposit is non-refundable
• You remain liable for payment of the full order amount
• If you choose to cancel, you may be charged for materials purchased and work completed up to the cancellation point

3.3 Cancellation Timeline

4. Refunds for Faulty or Defective Items

4.1 Your Rights

Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if your furniture:

• Is not of satisfactory quality
• Is not fit for purpose
• Does not match the agreed description or specifications
• Has defects in materials or workmanship

4.2 What Is NOT Considered a Fault

The following are natural characteristics of handcrafted wooden furniture and are NOT considered defects:

• Natural variations in wood grain, color, and texture
• Minor knots, mineral streaks, or natural markings
• Slight color variations between pieces or samples
• Minor wood movement or expansion/contraction due to humidity changes
• Small variations in dimensions (within 5mm tolerance)
• Handcrafted character marks that add uniqueness

4.3 Reporting Faults

To report a fault or defect:

1. Inspect upon delivery: Check your furniture immediately upon delivery and note any damage on the delivery note
2. Report within 48 hours: Contact us at bilelia@hotmail.com within 48 hours of delivery with:
   • Your order number
   • Detailed description of the issue
   • Clear photographs showing the defect from multiple angles
   • Date of delivery
3. Assessment: We will review your claim and may arrange an inspection
4. Resolution: We will propose an appropriate remedy within 7 working days

5. Refund Remedies

If we accept that your furniture is faulty or defective, we will offer one of the following remedies:

5.1 Repair

• We will repair the defect at no cost to you
• Repairs will be completed within a reasonable timeframe
• We may collect the item or repair it at your location, depending on the issue

5.2 Replacement

• We will craft a replacement piece to the original specifications
• Standard lead times apply for replacement pieces
• We will collect the faulty item when delivering the replacement

5.3 Partial Refund

• If you wish to keep the item despite a minor defect, we may offer a partial refund
• The refund amount will be proportionate to the reduction in value
• This option is at our discretion and must be mutually agreed

5.4 Full Refund

A full refund may be provided if:

• The item cannot be repaired or replaced
• Repairs or replacement have been attempted but failed
• The item fundamentally does not match the agreed specifications
• We are unable to deliver within 8 weeks of the agreed completion date

Full refunds include:

• All payments made for the item
• Original delivery charges (if applicable)
• Collection costs for return of the faulty item

6. Refund for Significant Delays

We provide estimated completion dates in good faith but cannot guarantee exact delivery dates due to the handcrafted nature of our work.

6.1 Delay Notification

• We will notify you as soon as we become aware of any significant delays
• We will provide a revised estimated completion date
• We will keep you regularly updated on progress

6.2 Your Rights

If delivery is delayed more than 8 weeks beyond the original estimated completion date:

• You may request cancellation of the order
• We will provide a full refund of all payments made
• Refund will be processed within 14 days of your cancellation request

6.3 Delays Outside Our Control

We are not liable for delays caused by:

• Force majeure events (natural disasters, pandemics, etc.)
• Changes or modifications requested by you
• Delays in you providing required information or measurements
• Supply chain disruptions beyond our control

In such cases, we will work with you to find a mutually acceptable solution but are not obligated to provide a refund.

7. Incorrect Specifications

7.1 Our Responsibility

If we craft furniture that does not match the agreed specifications due to our error:

• We will remake the piece at no additional cost
• OR provide a full refund if you prefer
• We will collect the incorrect item at our expense

7.2 Your Responsibility

If the furniture does not fit or is unsuitable due to incorrect measurements or information provided by you:

• We are not liable for the error
• No refund will be provided
• You are responsible for full payment
• We may offer to modify the piece at your cost, if feasible

8. Change of Mind

Because our furniture is custom-made to your specifications:

• We cannot accept returns due to change of mind after production has commenced
• No refunds are available for changes in personal taste, room redesigns, or moving house
• You remain liable for the full order amount

We encourage you to carefully consider your order before confirmation and ask questions during the design consultation phase.

9. Damage During Delivery

9.1 Reporting Delivery Damage

• Inspect items carefully upon delivery
• Note any damage on the delivery driver's paperwork immediately
• Photograph any damage before accepting delivery
• Contact us within 24 hours at bilelia@hotmail.com

9.2 Damage Remedies

For damage that occurred during delivery:

• Minor damage: We will arrange repair at our expense
• Major damage: We will collect the item and provide a replacement or full refund
• We will work with our courier to resolve insurance claims

9.3 Unreported Damage

If damage is not reported at the time of delivery:

• We cannot accept responsibility if reported more than 48 hours after delivery
• The damage may be considered to have occurred after delivery
• Proof may be required that damage occurred during transit

10. Refund Processing

10.1 Refund Method

• Refunds are issued to the original payment method
• If original payment method is unavailable, we will arrange an alternative (bank transfer, cheque)
• Refunds cannot be issued to different accounts or third parties without verification

10.2 Refund Timeline

• Refunds are processed within 14 days of our refund decision
• Bank processing may take an additional 3-5 working days
• You will receive email confirmation when the refund is processed
• For debit/credit card refunds, the refund appears as a credit on your statement

10.3 Refund Breakdown

Your refund will include:

• Purchase price of the faulty item
• Original delivery charges (if the fault was our responsibility)
• Any collection or return shipping costs

Refunds do NOT include:

• Installation costs (unless installation was part of our service and performed incorrectly)
• Costs for modifications or customizations to your property
• Consequential losses or expenses

11. Partial Refunds

Partial refunds may be appropriate in certain circumstances:

• Minor defects that you agree to keep
• Agreed price reductions for minor specification differences
• Partial completion before cancellation (with agreement)

The partial refund amount will be calculated based on:

• Reduction in value caused by the defect
• Costs already incurred
• Fair and reasonable compensation

Partial refunds must be mutually agreed in writing before processing.

12. Non-Refundable Items and Services

The following are generally non-refundable:

• Design consultations: Time spent on design work and consultations
• Bespoke designs: Custom design drawings and specifications
• Materials purchased: Materials specifically purchased for your project
• Completed work: Work that has been completed to specification
• Delivery charges: If cancellation or rejection is not due to our fault
• Installation services: If installation has been completed correctly

13. Business Customers

If you are purchasing as a business or for commercial purposes:

• Consumer Rights Act protections do NOT apply
• You do NOT have a cooling-off period or right to cancel
• Refunds are at our discretion
• Terms are governed by our commercial agreement
• Warranties are limited to those explicitly stated in your quotation

Business customers should carefully review orders before confirmation as we operate a stricter refund policy for commercial transactions.

14. Warranty Coverage

Our 12-month workmanship warranty covers:

• Defects in craftsmanship and construction
• Failure of joints, fixings, or structural elements
• Finishing defects (peeling, cracking, significant fading)

The warranty does NOT cover:

• Normal wear and tear
• Damage from misuse, accidents, or negligence
• Damage from improper care or maintenance
• Natural wood characteristics or minor wood movement
• Damage from modifications or repairs by third parties
• Damage from environmental factors (extreme humidity, heat, etc.)

15. Dispute Resolution

If you are not satisfied with our response to your refund request:

15.1 Internal Resolution

1. Contact our customer service team at bilelia@hotmail.com
2. Provide full details of your complaint and desired outcome
3. We will review and respond within 7 working days
4. If needed, we will arrange an inspection or meeting to discuss

15.2 Alternative Dispute Resolution

If we cannot resolve your dispute internally, you may:

• Contact Citizens Advice Consumer Service for guidance: www.citizensadvice.org.uk
• Use an alternative dispute resolution (ADR) service
• Refer the matter to Trading Standards

15.3 Legal Action

You retain the right to pursue legal action:

• Small Claims Court for claims up to £10,000
• County Court for larger claims
• You should seek independent legal advice before proceeding

16. Contact Information for Refunds

When Contacting Us About Refunds, Please Include:

• Your full name and contact information
• Order number and date of order
• Detailed description of the issue
• Clear photographs (if applicable)
• Your preferred resolution
• Any relevant documentation (delivery notes, measurements, etc.)

17. Changes to This Refund Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Significant changes will be communicated to customers with active orders.

The version of the Refund Policy in effect at the time of your order will apply to that order.

18. Consumer Rights Information

19. Important Reminders

20. Acknowledgment

By placing an order with Bilelia, you acknowledge that:

• You have read and understood this Refund Policy
• You understand the custom nature of our products
• You accept that refunds are not available for change of mind after production commences
• You agree to inspect items upon delivery and report any issues immediately
• You understand your rights and responsibilities under this policy

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