WARRANTY, RETURNS & SERVICE POLICY
Due to the handmade nature of our products issues may arise in the initial weeks and months after receiving your item or completion of fitted work, common issues include: shrinkage caused by expansion and contraction of the pine timbers used leading to exposed unfinished areas or the formation of gaps in the joints, movement caused by shrinkage or expansion creating issues with drawers/doors working correctly and various other minor issues. We provide an aftercare service and we will rectify any problems caused by shrinkage or movement free of charge up to 6 months after completion of the initial work. We also inform all customers of how to maintain their Bartles Bespoke products to minimise the risk of any further problems incurring beyond our warranty period.
Our 6 month warranty period also covers any other reasonable manufacturing faults and we always aim to rectify any problem and find an adequate solution for our customers.
Our warranty does not cover damage incurred after delivery or completion of fitted work or damage as a result of improper maintenance /misuse of the product. Any modifications applied to any Bartles Bespoke product such as trimming of the size or drilling into the product voids our warranty.
We cannot be held liable for any damage in transit when using outside couriers or when collecting in person.
Due to the made-to-order nature of our business we work as a hired service, every item is handmade to order and our quoted prices are based on an hourly rate plus material cost, this means we do not offer returns on any item of bespoke made-to-order furniture, bespoke made-to-measure doors or fitted work including: fitted wardrobes, kitchens and any other domestic joinery service. This is because bespoke items use custom design specifications individual to each clients requirements which may render the item(s) unsuitable for re-sale and because we work as a bespoke joinery service on hourly labour rate. In exceptional circumstances we endeavour to work with the client to find a resolution to any issues or complaints and may offer a return or further work free of charge to resolve the issue and/or a refund at our discretion. We aim to leave every client happy with our product and service.
We offer returns up to 30 days from postage on unused and undamaged re-sellable products bought as advertised directly from our online store, via Ebay or Facebook marketplace, this does not include items that have been personalised in any way or items made to custom sizes or bespoke designs (see bespoke commissions). Any postage costs incurred to return the item to sender is payable by the customer unless the return is due to a credible manufacturing fault.
Business and client contract
The written correspondence between Bartles Bespoke and each client constitutes a contract between the potential consumer and Bartles Bespoke. The foundations of each individual business/client contract are set out in the initial enquiry, design discussion and quotation.
Upon agreement of the price offered for the work as described in the quote and previous correspondence, an initial deposit of between 25% and 50% of the total quoted price is payable to confirm the order, book in any manufacturing or installation days and to cover any costs incurred by Bartles Bespoke for materials required. The percentage of the deposit is set at our discretion dependant on the nature of the order. In the deposit invoice we include a link to our returns, warranty and policies page and urge each client to read our full policy before payment of the initial deposit and confirmation of the order. Payment of the initial deposit is deemed confirmation of the contract as described here between Bartles Bespoke and the client.
After payment of the deposit we aim to provide high quality work to the best of our abilities and as described in the quotation, previous correspondence and to meet any agreed deadlines. In the event of a missed deadline or unexpected delay we aim to always provide excellent and transparent communication between ourselves and the client and to come to an adequate solution for both parties. In the event of unexpected problems occurring during fitted work or with our bespoke products, we will always work to resolve the issue to the best possible standard and to the best of our abilities with clear transparent communication to the client.
Upon completion of work we send an invoice for the remaining balance outlined in the quote. Methods of payment are described in the balance invoice along with a link to the returns section of our website. We require immediate payment upon completion of work or on collection on all bespoke furniture, fitted work and domestic joinery. We invoice the client on the last working day of each job to allow sufficient time and notice for payment of the remaining balance on completion of work.
After full payment we provide an aftercare service for any issues that may arise due to the nature of the product and the work (see warranty). We aim to leave every customer happy with the service and quality of the workmanship.
We aim to make every item to a high standard and accurate to the description in the design correspondence. Unless specifically stated as vital to the design, our products have a dimensions tolerance of up to 25mm in length and width and up to 10mm in thickness.
We reserve the right to make minor design decisions at our discretion during the manufacturing process, this can include the profile of mouldings, timber selection, placement of certain components and other aspects of the design that does not deviate from the advertised product description or the bespoke specifications of the client.
Due to the handmade nature of our products some small issues may arise from manufacture, if any issues do arise that are problematic to the client we aim to always resolve the issue free of charge and come to an appropriate solution for the client (for more information see warranty).
For bespoke orders that require matching up to an existing product we cannot guarantee an identical match, this may be due to scarcity of certain materials required (such as now defunct moulding profiles), manufacturing issues that make certain aspects economically unviable or unrealistic to be able to do for a reasonable price, the handmade nature of the product and the construction methods we use and also the difficulty in achieving an exact matching colour tone with differently aged timbers and finishes, however we will always aim to achieve as close a match as is realistically possible and will inform any potential clients if there are any issues that will vary from the piece they are attempting to match up to.
With antique products such as Victorian-era doors a certain level of age related damage is to be expected and we cannot guarantee an "as-new"
level of finish, this is because the doors are most often over a century old and many have wear and tear that cannot be totally repaired without compromising the antique nature of the door, we do however restore doors and furniture to a very high standard and Steven spent 8 years specialising in Victorian-era restoration.
Also in regards to Victorian doors we reserve the right to add lengthening and widening timbers to the doors, this is due to the rarity of certain sizes, when doing this we always use reclaimed timber to get an accurate colour match.
Due to the rarity of antique Victorian doors we cannot guarantee perfectly matching rail heights or moulding profiles however we will always try our best to provide matching sets when possible.
Stripped antique doors may have residues of trapped caustic in some areas again we do all that is within our power to minimise this and will advise clients on how best to treat their door if any issues relating to caustic residue come up after installation.
We require any furniture blocking the work area to be cleared before the 1st installation day.
During installation work be advised that we are doing joinery work and dust and noise will be created during work hours however we will always tidy the work area and try as best as is reasonably possible to minimise the presence of our tools and work when we leave at the end of each day and to also finish work at a reasonable time usually between 5/6pm so as not to create noise issues with clients neighbours.
During fitted work we cannot be held liable for damage to plaster for example we often have to hit nails into architraves/skirtings ect. and this can cause vibrations and force to be put onto the wall which can occasionally cause small cracks to appear, we do all we can to minimise the risk however we have no way of knowing before hand if the plaster is weak so cannot be held liable. This also applies to skirting and architrave installation, often when removing old skirts the plaster around the top edge is damaged so we prefer clients to remove their old skirts themselves if possible however we can do it but be aware you may require either taller skirting boards or a small bit of plastering to be carried out prior to the installation of the new boards.
When installing doors we may occasionally have to move clients existing stop lats or add timber strips to the door lining if the door being fitted is thinner than the frame allows, be aware this may mean the client will have to touch up the paint on and around their door frames.
During the installation of any fitted furniture, unit or kitchen be aware most clients will have to touch up the paint around the area of the fitted unit this is due to the tight fits of shelving and tops and due to the nature of fitted furniture, we will always try to minimise the need for this where possible.
INSTALLATION DATES AND LEAD TIME POLICY
When booking dates are given to customers these are only provisional as we cannot guarantee them. This is due to the size of the business as we only have 1 person making and fitting your order and some jobs that are booked prior to fitting can occasionally run over causing slight delays, however at Bartles Bespoke we always try to keep your project on track to the very best of our ability as we appreciate delays may cause inconvenience. We will always keep you up to date on the approach to your fitting work in terms of if there are, or are not any foreseeable delays.
Your patience and understanding is very much appreciated.
If any clients need to book time off work for our site days we must be made aware well in advance to minimise the risk of any disruption, however we are happy to work alone in clients homes and have done many times over the years with no issues.
COURIER AND COLLECTION POLICY
Before booking a courier/ arranging collection:
-Please ensure that all outstanding balances are paid in full as we are unable to release goods without this.
-Please confirm with us our availability prior to booking a courier/ collection as we are not always available.
-Please check the couriers requirements prior to booking (size/ weight/ height/ packaging/ any other possible restrictions or requirements) as we may not always be able to provide what is needed. It is also best to check sizes/ weights etc with us prior to booking as some couriers may not be appropriate to take the goods we provide.
-If you require your item to be packaged prior to collection please let us know, there is an additional fee of £20 per item for packaging.
-Please ensure we have the full contact details of the person/ company collecting goods including phone numbers, emails addresses etc.
-Please let us know of any changes at your earliest convenience, we appreciate some things can change at short notice but we are happy to work with you to overcome any potential issues with appropriate notification.
-When collecting or arranging a courier you will need to give Steven’s personal number and not the business number (this is because the office and unit locations are different) Steven: 07517 085 792.
*All goods are quality checked before they leave us so we cannot take responsibility for any damages that have occurred during the collection transit or thereafter.
*If failure to utilise the above requests results in any issues with couriers etc, we are unable to accept any responsibility.