Refund, Returns and Alterations


As we are a small company offering bespoke, made to order products, we cannot accept returns or cancellations on any bespoke products once work has begun. Please ensure all details are correct when placing your order, and that you are happy with all design decisions.


Non-bespoke products (in styles and sizes listed on this website) can be partially refunded within 14 days of receipt. As all items are made to order a 40% return fee will be applied, along with the cost of the initial delivery (as specified by the courier) and any subsequent collections. This 40% fee covers admin time, photographing and listing the item for sale, as well as storage costs.


We endeavour to always send out quality products, however mistakes can happen. Should you receive faulty or damaged goods, we will of course repair or replace the item. Please provide a detailed description in writing, with images if possible, of any areas of damage. See the products and materials section for what we deem as acceptable ‘character’ within the wood. All products are thoroughly checked for any faults or damage before packaging and delivery.


In the case of faulty or damaged goods, or an incorrect order being received, we will ensure all necessary steps are taken to provide you with the correct item/s, however we cannot offer any further discounts or refunds.


Once an order has been placed, by making a payment, the cost of any additional requested design drawings, or requested alterations to existing drawings will be charged to the customer. We do not provide drawings for all items.




Please consider the access to the location you are having the product made for. Will it fit through all doors, corridors, stairwells etc.? We can disassemble some items for easier access if arranged, and will not be held responsible for items not fitting into the space required, and any re-deliveries and alterations will have to be charged to the customer.


Most of the time our hauliers work on set prices, however, we reserve the right to potentially increase the delivery costs in the following circumstances:


You live in a remote part of the UK.


Access to the room/delivery location is difficult. If there are several floors to manoeuvre up, or long distances to carry the furniture, it is vital you inform us before delivery is attempted.


Any attempted and failed deliveries due to access issues will be charged to the customer, along with the cost of any necessary alterations.


Any delivery dates or times set out are estimates only. While we will make all reasonable efforts to deliver the goods within the time or times agreed we will not be responsible for any losses caused to the Buyer as a result of late delivery, and are unable to offer compensation if the agreed delivery date is missed or cancelled by the haulier or ourselves.


We will always endeavour to complete any work in as timely way as possible, but unless agreed to beforehand with the Buyer, we will not be subject to any subsequent arbitrary delivery dates requested or insisted upon by the Buyer or their agents.


We use third party delivery companies; your contact details will be sent onto them to arrange delivery. The delivery companies are responsible for organising the delivery of your goods, and may not be completely flexible on delivery dates.


Although we will always attempt to have deliveries made in one consignment, we reserve the right to have goods delivered in more than one consignment, unless otherwise agreed.


If the Buyer fails to meet the arranged delivery date, any charges incurred for redelivery will passed onto the Buyer, and likewise any charges incurred for the storage of goods.


It is the Buyer’s responsibility to inspect goods on delivery for damages, please make us aware of any damaged or faulty goods within one week of receipt.


If the delivery company's POD (proof of delivery) is signed for by the customer, with no mention of damage no refunds or repairs can be issued for damages caused in transit.


Surcharge prices will apply on top of the free delivery for postcodes listed in the ‘Surcharge Areas’ section of the ‘Delivery/Lead Time’ page.


Goods may be collected from our Bristol based workshop on completion by the Buyer if previously arranged, and only once full payment has been received.


Additional waiting time, caused by the customer not being at the delivery location during their allocated delivery window, will be billed at £30 per 30 minutes.


Sometimes it will be requested, during the ordering process, that the customer organises for an additional number of people to be present to assist with the delivery of large orders. If this has not been arranged by the customer the drivers reserve the right to refuse to deliver the order, as it will be too heavy and dangerous for them to lift alone.


Products, Materials and Design


By the very nature of both the materials we use, and the type of industrial furniture we are producing, our wood could contain all of the following characterful traits: (which are expected within each piece and for which we are unable to offer any kind of discount or refund)


               - Band-saw marks across the grain.


               - Small ‘chip out’ marks from the planer


               - Knots/cracks/shakes


               - Small machining marks


               - Natural colour variation 


Hopefully all of these attributes will add to the uniqueness of your piece, but should you want your piece to be reduced from this type of rustic character as much as possible, please make sure to specify a quote for prime oak, or let us know that you need a surface extra flat/smooth etc so that we are able to quote accordingly.


We always endeavour to choose the best boards for Prime Oak orders, however there will still be small knots, varied wood grain and medullary rays, depending on the wood we have in stock.


Waney Edge items are different every time and can have high levels of character. We fix any large natural cracks and large knots with walnut butterfly joints or natural resins, however these won't be on every order. 


We will not accept returns, make adjustments or alterations, or offer refunds due to issues arising from the customer's personal preference on wood grain, pattern, knots, medullary rays, colour variation or any other naturally occurring elements. Natural wood is varied and beautiful and the grain can even change in the same piece.


All wood species can react to exposure to sunlight, changes in temperature and humidity. We cannot be held responsible for changes in the wood due to environmental factors, once delivery has been made. All our wood is dried to a humidity of 8-12% moisture. In very dry settings this could decrease, leading to cracks/movement; likewise a very humid or wet environment could cause the wood to warp, and joints to separate. We make our furniture with wood movement in mind; however, we can’t take responsibility should the piece react to the humidity of your own environment.


Our furniture is not suitable for outdoor use, or use in bathrooms and wet-rooms unless specified.


Across the Knotch Design website, and in our communications with you, we may describe the timber thickness at 25mm, 35mm or 50mm - these thicknesses are umbrella terms used to describe the starting thickness of oak used, finished board thickness will be less. If you need a specific wood thickness you must let us know when ordering.


All our products can be made to measure to fit your space, however we do not guarantee mm precision unless we are specified to do so, and some hardware such as nuts and bolts may protrude - please allow for +/- 25mm on all dimensions. (Or about 5%). The tolerances are likely to mainly occur in the height and depth of the piece as we are using solid boards which can vary slightly in size depending on how much each particular board needs sanding.


If you require an exact size for your item, for fitting into an alcove for example, please make sure to specify that the measurement needs to be exact. We can’t take responsibility for an item which doesn’t fit or is too small if the measurement is under the 5% of tolerance.


Due to the nature of the finishes applied to our product, the final finishes may vary from photos online or samples we send out, but we will always do our best to get a match.


When working to customers' design specifications and drawings Knotch Design will not be held fully responsible for issues with design, functionality, or stability/wood movement, unless a sample product is ordered or testing is paid for. We endeavour to insure any product ordered sent out is in full working order, and to our usual high standard, however if we do encounter unexpected design issues, or need to alter a customers' design we will charge accordingly.


We will not be held responsible for any damage caused by customers making adjustments or amendments to their order, for example the fitting of their own legs to table tops etc. 


We cannot be held responsible for customers preference to design elements that are not discussed or raised at the point of ordering, and will make educated assumptions based on the style of the product, and it’s functionality etc.


We offer an hour of free drawing time for custom designs, after which charges will apply.


Our finishes will need maintaining, depending on use, to keep your Knotch Design piece looking fresh. In particular, dining tables and desks will need re-coating in wood oil every 6 months or so… Please refer to our Care Guide, provided with your product and on our website.


Almost all of our products leave us fully assembled, unless specified otherwise.


Our items are sometimes quite heavy! (More than likely, very heavy!) If weight is going to be a concern, please specify before placing your order.


We recommend that items of shelving, cabinets and drawers should be fixed to a wall for safety. Please mention whilst ordering if you will require fixings, or holes drilling. Items of furniture left freestanding are done so at the customer’s own risk.


In the circumstance that an item is to be fixed to a wall, floor, or similar, it is the customer’s responsibility to check the suitability of their property, wall type, etc. Knotch Design will not be held responsible for damages caused to the customer's property in the process, or as a result of the customer attaching their furniture to the wall, floor etc. We would recommend the customer always use an experienced tradesman. 


Never climb or hang from your furniture. 


Always place heavier items at the bottom of shelving and storage to avoid the piece becoming top heavy.


Payments and Pricing


At our discretion we may offer the buyer the option to put down a 60% deposit on orders over the value of £1000. The remaining 40% is to be paid before dispatch, and orders will be held until full payment has been made.


Occasionally there may be information on our site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, product shipping charges, delivery estimates and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order).


Quotes given by Knotch Design will remain valid for 30 days, after this time we reserve the right to change prices accordingly inline with material costs and existing listing prices.

For bespoke design, commissions, design consultations, interests in collaboration, or anything else nice! Don't hesitate to get in touch. | 07804 626 531 / 07463 425 253

UNIT 9, Bristol Vale Trading Estate, Hartcliffe Way

Bristol BS3 5RJ

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© Copyright 2018. Knotch Design LLP