Returns & Refund Policy

Returns and Refunds Policy

At High Contract Interiors Limited, the majority of the products we supply are bespoke, made-to-order, custom manufactured, or produced to the Client’s specific requirements. For this reason, special return and refund conditions apply.

By placing an order with High Contract Interiors Limited, paying a deposit, approving drawings/specifications, signing a quotation or proforma invoice, or issuing a purchase order, you confirm acceptance of the following terms.

1. Bespoke and Made-to-Order Products

Most items supplied by High Contract Interiors Limited are manufactured specifically for each project and are therefore exempt from standard cancellation and return rights under the Consumer Contracts Regulations.

This includes, but is not limited to:

• Made-to-measure furniture

• Bespoke joinery

• Custom upholstery

• Made-to-order lighting

• Custom-sized tables, seating, and panels

• Special-order finishes, fabrics, and materials

• Products manufactured or modified to the Client’s specification

Once manufacture, procurement, ordering, or production has commenced, these items cannot be cancelled, returned, or refunded unless they are proven to be faulty.

2. Deposits and Payments

All deposits paid to High Contract Interiors Limited are non-refundable once an order has been confirmed and production, procurement, design work, or supplier ordering has commenced.

Deposits are used to secure manufacturing slots, materials, labour, supplier commitments, and project scheduling.

3. Non-Bespoke Items

Where High Contract Interiors Limited supplies standard, non-bespoke products that are eligible for return, the following conditions apply:

• Return requests must be made in writing within 7 days of delivery.

• Goods must be unused, uninstalled, and in original packaging.

• The Client is responsible for return delivery costs unless the item is faulty.

• Any supplier restocking charges, handling fees, or transport costs will be deducted from any refund.

• High Contract Interiors Limited reserves the right to refuse returns on items that are damaged, used, installed, or not in resaleable condition.

4. Faulty or Damaged Goods

If goods arrive damaged or faulty:

• The Client must notify High Contract Interiors Limited in writing within 48 hours of delivery.

• Photographic evidence must be provided.

• Goods must not be installed, altered, or used prior to inspection where possible.

Where a product is confirmed to be faulty, High Contract Interiors Limited reserves the right, at its discretion, to:

• Repair the item;

• Replace the item; or

• Provide a partial or full refund where appropriate.

Normal wear and tear, misuse, accidental damage, incorrect installation by third parties, or damage caused after delivery are not considered faults.

5. Client Measurement Responsibility

Where measurements are supplied by the Client or third parties appointed by the Client, High Contract Interiors Limited accepts no responsibility for incorrect sizing, fitment issues, or resulting costs.

Returns or refunds will not be accepted for products manufactured to measurements supplied by the Client.

6. Colour, Finish, and Natural Material Variation

Many materials supplied by High Contract Interiors Limited are natural or handmade products. Variations in colour, grain, texture, finish, sheen, pattern, and appearance are normal characteristics and shall not be considered defects.

Digital visuals, renders, samples, and photographs are indicative only and may differ from final manufactured products.

7. Cancellation of Orders

If a Client cancels an order after acceptance but before delivery:

• High Contract Interiors Limited reserves the right to charge for all costs incurred up to the cancellation date;

• This may include design time, administration, procurement costs, supplier cancellation fees, manufacturing costs, and loss of profit;

• Bespoke items already in production or ordered from suppliers remain payable in full.

8. Refund Processing

Where a refund is agreed in writing by High Contract Interiors Limited:

• Refunds will only be processed to the original payment method;

• Refunds may take up to 14 working days to process;

• Any agreed deductions for administration, handling, supplier charges, or damage will be applied before refund.

9. Commercial Projects

For commercial projects, hospitality projects, and business-to-business transactions, all sales are considered business purchases. No automatic consumer cancellation rights apply.

10. Contact Information

For all return or refund enquiries, please contact:

High Contract Interiors Limited
7C Orchard Business Units, Cockaynes Lane, Alresford, CO7 8BZ

Email: hello@highcontract.co
Telephone: 01206 648022