Refund and Returns Policy

Bartley’s offers the finest handmade wood creations. Our Hardwood & Outta Many One Wood pieces will never be identical, only similar. It is impossible for us to recreate an identical piece. Handmade wooden pieces may reveal slight imperfections, in the form of wood knots and hand tool marks, wood grains and colour irregularities, or even a slightly asymmetrical form. These irregularities reveal that the items are produced  by hand, rather than a mass producing machine. Please remember that insubstantial variations in shape, size & colour compared to the catalogue, mockup photograph or samples or art displayed in the gallery are not production defects but are typical of the bespoke productions. Designs are property of Bartley’s All in Wood and should not be replicated without express written permission from the owners.

Under certain circumstances, a customer may be entitled to a refund or exchange, such as: 

1.  Problem(s) occasioned by manufacturer’s defect during warranty period; i.e, The product(s) has/have some serious fault which existed at the time of purchase which the customer could not have known about and which cannot be made good in an agreed specified time.

2. Mis-representation in writing of material facts by Bartley’s concerning the product(s); e.g ., making claims concerning usage which the product(s) is/are unable to perform.

The customer is not entitled to a refund or exchange under the following circumstances:

1. If the customer  –

1. Damages or abuses to product(s) in any way.
2. Changes his/her mind about the purchase.
3. Knew or should have known that the product(s) was/were damaged in some way when purchased ( i.e., product(s) sold “as is” or as seconds and/or damaged, scratch and dent, distorted, factory sale).
4. Undertakes or permits unauthorized service during the warranty period; e.g., tampering with units and/or removal of parts. 
5.  Undertakes or permits unauthorized use of the product for which the product was not designed/sold. 

2.  Conditions specifically excluded on the warranty registration from.

All pre-ordered commissions are non-returnable as each creation is specially made for the individual customer, each piece is unique and unrepeatable and no two pieces are ever identical.  NO REFUND will be granted for custom made pieces and custom engraved items as these pieces are unique and unrepeatable and no two pieces are ever identical. Absolutely NO returns on custom orders.

Note: Items purchased from an Authorised retailer must be returned to the place of purchase.

*Please note:

• Returns are ONLY valid if an item purchased directly from Bartley’s All in Wood, is returned within 30 days of purchase, and is still in the condition it was received.
• Customers returning product, not in the original condition may be subject to a re-stocking fee of up to 25% of the total amount of the original purchase price.
• Packages received with an incomplete return form could face a processing fee of 5%, from the total returned merchandise amount, at our discretion.
• PURCHASES OF SALE ITEMS ARE FINAL. Any item purchased at a discounted sale price is not eligible for a refund. *Full priced items bought with a discount code still qualify for a refund.
• Bartley’s All in Wood  is not responsible for any pieces returned that do not qualify for a return. Any items received that do not qualify for a return will be sent back to the sender at their expense.

If for any reason a refund or exchange is made under conditions 1 and/or 2 above then an amount may be charged dependent on a technical report and/or visual assessment of the product for any or all of the following reasons; 

1. To cover the cost of repairs for any damages or malfunction occurring while the item was in the customer’s possession. 
2. The product can no longer be sold as new.
3. The customer had the benefit of use for a period of time. 
4. To cover restocking charges. 

If you are not satisfied with your Bartley’s purchase you may return the goods within 30 days of the original purchase date. Please ensure to include your Proof of Purchase (Email or package receipt) along with the Return document attached on this page. Product must be returned unused in its original packaging. Once processed, you will be credited using your original payment method, less the shipping & transaction costs.  

Please read carefully to assure that your purchased pieces qualify for a return, refund/exchange. Email [email protected] if you have any questions in regards to whether or not your pieces qualify for a return, refund/exchange.

Process for your refund

To process your refund please print out and complete the return form and send it along with the product(s) from Bartley’s. We encourage you to send your Bartley’s piece by a traceable method (such as Doorway Express  or DHL), as Bartley’s All in Wood is not responsible for lost or misdirected packages. For non-delivery or further information, email us at [email protected]

You should expect to receive your refund within three to four weeks of giving your package to the return shipper. This time period includes transit time (3- 5 business days), assessment and processing time (3- 5 business days) and external banking transaction time (5-10 business days). 

Where possible the refund will be paid online provided you have submitted the respective banking information. A confirmation email of the refund will be subsequently sent following the payment.