Refund policy
Changing your mind
If you are a consumer you have 14 days from receiving your order to tell us you want to return it, and a further 14 days to send it back. You do not need a reason.
To start a return, email info@studioscratch.uk with your order number and which pieces you are returning. We will confirm the return address.
Condition
Pieces must come back unused, uninstalled and in their original packaging, in a condition we could sell them in again. Our packaging is designed to protect substantial metal fixtures — please keep it until you are certain you are keeping the piece.
You may handle goods as you would in a shop. If a piece comes back showing handling beyond that — installed, marked, or with the finish worn — we may reduce your refund to reflect the loss in value.
Return postage
You pay for return postage when you are simply changing your mind. We pay when the piece is faulty, damaged in transit, or not what you ordered.
Please use a tracked service. Until it reaches us the piece is your responsibility, and several of our fixtures are heavy and fragile.
Your refund
We refund within 14 days of receiving the goods back, to your original payment method. That includes standard outbound delivery — if you paid extra for a faster service, we refund the standard rate.
What cannot be returned
- Bespoke and customised commissions — anything made to your own specification, in a finish, size or configuration not offered as a standard option on this site. We will make this clear before you order.
- Gift cards.
- Clearance and final sale items, where marked. Your rights over faulty goods still apply.
Faulty or damaged
Email us with photographs and we will replace or refund at no cost to you, return postage included. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and rights to repair or replacement after that.
Tonal variation between pieces, visible welds and the textured character of a hand-finished surface are features of the materials, not faults. Sari shades vary by their nature and no two are the same.
Cancelling before dispatch
Email us as soon as possible. If the order has not been dispatched we will cancel and refund in full. Bespoke commissions may be cancelled without charge only before work has begun.
Collected orders
If you collected from the studio, the same 14 days apply from the date you collected. Please bring the piece back to us by appointment rather than posting it.
Trade orders
Trade orders are business-to-business. Consumer cancellation rights do not apply, and returns are at our discretion on the following terms.
- Authorisation first. Email info@studioscratch.uk within 14 days of delivery with your order number and the reason. We will issue a returns authorisation. Goods sent back without one may be refused.
- Condition. Unused, uninstalled, in original packaging and in a condition we can sell again.
- Restocking charge of 20% of the trade price, deducted from the credit.
- Carriage both ways is at your cost.
- Credit note by default, valid 12 months. We may issue a refund instead at our discretion.
- Not returnable: bespoke pieces, custom finishes, custom sizes and special orders. These are made for your project and cannot be resold.
- Faulty or incorrect goods are outside all of the above — we replace or credit in full and pay the carriage.
- Project surplus. If a scheme over-orders, talk to us before the 14 days are up. We would rather agree something sensible than lose the next specification.