Refund & Returns Policy

Hoxton Craft – Compliant with UK Consumer Rights Act 2015 & Consumer Contracts Regulations 2013

Last Updated: November 2026

1. Your Statutory Rights & 30-Day Return Window

At Hoxton Craft (hoxtoncraft.shop), we take immense pride in the craftsmanship, finish, and structural longevity of every piece of furniture that leaves our workshop. Under the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are entitled to statutory cancellation and return rights, which we back with our generous 30-day voluntary return guarantee.

You have 30 calendar days from the date of physical receipt of your order to request a return or exchange for standard catalogue items.

2. Overview of Return Terms

3. Standard Catalogue Items vs. Bespoke Custom Orders

To ensure absolute fairness and transparency under UK law:

• Standard Catalogue Items: Products ordered in our standard pre-set dropdown dimensions and catalogue wax finishes (e.g. 120cm, 140cm, 160cm desks, standard monitor stands, and standard shelves) are fully returnable within 30 days for a complete refund.
• Bespoke / Made-to-Specification Items: In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, items that are custom-measured to unique individual customer specifications requested via bespoke quote (e.g., specific non-standard cut-outs, irregular custom dimensions not offered in the catalogue dropdowns, or personalised timber engravings) are exempt from return unless they arrive damaged, defective, or structurally faulty.

4. Return Eligibility & Condition

To qualify for a standard return:

• The item must be in clean, resaleable condition, free from user modifications, stains, or self-inflicted damage.
• It must be safely packaged in either its original packaging or suitable heavy-duty protective wrapping to prevent transit scuffs during return transit.
• Proof of purchase (order number or confirmation email) must be provided.

5. How to Initiate a Return

1. Contact Customer Service: Send an email to support@hoxtoncraft.shop with your order number, reason for return, and photographs (if reporting transit damage or imperfection).
2. Return Authorisation: Within 24 business hours, our support team will issue a Return Merchandise Authorisation (RMA) along with step-by-step return instructions.
3. Courier Collection / Dispatch: For large furniture items (desks, dining tables), we can schedule our specialist furniture courier to collect directly from your address at cost price, or you may arrange an insured, tracked courier of your choice.
4. Return Delivery Address: All returns must be addressed to our London facility:
   Hoxton Craft Returns Department
   The Mall Wood Green
   159 High Rd
   London N22 6YQ
   United Kingdom

6. Refund Processing Times

• Once your returned item arrives at our Wood Green depot, our craftsmen inspect the timber and metalwork within 2 business days.
• Upon approval, your refund is processed immediately to your original method of payment (Visa, Mastercard, Maestro, Amex, Apple Pay, Google Pay, or Shop Pay).
• In accordance with UK regulations, funds will reflect in your bank account within 5 to 10 business days, depending on your card issuer's clearing cycle.
• We charge £0.00 restocking fees on all returns.

7. Our 10-Year Structural Guarantee

In addition to our 30-day return policy, every solid wood piece from Hoxton Craft comes with our signature 10-Year Structural Guarantee (and lifetime guarantee on shelving brackets). If your furniture experiences structural defect, joint failure, or functional timber movement at any point during normal residential use, we will repair or replace your item free of charge. Visit our dedicated Guarantee Page for complete terms.

8. Questions & Support

If you have any questions regarding returns, exchanges, or refunds, please reach out directly: