Refund policy

Refund, Returns & Warranty Policy

1. Made-to-Order Products
All products are custom-built or made to order. For this reason, we do not accept returns or provide refunds for change of mind once an order has been confirmed, materials have been purchased, or production has commenced.

2. Deposits & Cancellations
Deposits are non-refundable, as they secure production time and materials. Any cancellation requests must be made in writing and may only be considered at our sole discretion.

3. Delivery & Acceptance
Upon delivery or collection, the customer is responsible for inspecting the product. Any damage, defects, or issues must be reported in writing within 7 days of delivery, including clear photographic evidence. Failure to do so will be deemed acceptance of the product in good condition.

4. Remedies for Faults
Where a defect in workmanship or materials is verified, we reserve the right to repair, replace, or remedy the issue at our discretion. Refunds will only be provided where a repair or replacement is not reasonably possible.

5. 12-Month Warranty
We provide a 12-month warranty from the date of delivery covering structural failure or defects directly resulting from workmanship or materials.

This warranty does not cover:

  • Normal wear and tear
  • Timber movement, splitting, checking, or weathering (as these are natural characteristics of timber)
  • Damage caused by misuse, neglect, improper assembly, or lack of maintenance
  • Exposure to extreme weather or environmental conditions beyond normal outdoor use
  • Commercial or high-use applications unless agreed in writing
  • Any modifications, repairs, or alterations carried out without our prior written approval

6. Limitation of Liability
To the maximum extent permitted by law, our liability is limited to the repair or replacement of the product. We are not liable for any indirect, consequential, or incidental loss or damage arising from the use of our products.

7. Consumer Guarantees Act (New Zealand)
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 where it applies. Where products are supplied for business purposes, the provisions of that Act may not apply to the extent permitted by law.