Returns & Cancellations

Workyard Returns Policy 

Please note, goods can only be returned with the express permission of Workyard and may be subject to collection/restock charges.

Please see our return policies below for:

Bespoke Orders | Made-to-Order item Returns 

Business Customer Returns

Consumer Returns

Bespoke | Made-to-Order item Returns 

1.1 Made-to-order items cannot be accepted back in to stock.

If you need to cancel your made-to-order items for any reason, this can only be accommodated within 24 hours of placing the order. If a cancellation is possible after 24 hours, Workyard will charge a cancellation fee as it is unlikely that we could re-sell made-to-order items to another customer. Please contact Workyard for details.  

1.2 Made-to-order items cannot be cancelled after despatch from the warehouse.  

Refused deliveries of made-to-order items are not eligible for credit. Our usual refund policy does not apply to made-to-order items, which cannot be returned or exchanged unless faulty.  

The above conditions do not affect your statutory rights when goods are faulty, or not as described. Goods must be returned in their original packaging, unused, unassembled and in a re-saleable condition. Credit shall not be given for goods received damaged.  

The buyer shall unless otherwise stated be responsible for the cost of the return carriage of all goods returned which shall be at the risk of the buyer until actual receipt of the goods to Workyard. Proof of return delivery will remain with the buyer.  

Returns Policy for Businesses 

2.1 Notifying Workyard about a Return 

Goods can be returned, for a refund, if Workyard are notified within 7 days of receiving your goods. If Workyard are notified outside of the 7 days then the credit can be issued to be used against a future order at Workyard discretion.

Goods must be returned in their original packaging, unused, unassembled and in a re-saleable condition. 

Any refund or credit will be processed within 10 working days of receiving the goods. For the purposes of these terms, a credit means a credit note. To arrange a return please contact us on 020 4538 3658. 

2.2 Where you do not have a right to return?

There are certain instances where returns cannot be accepted and these are: 

• Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit. 

• Personalised products that are tailored to your requirements e.g. a different colour that is not standard or a bespoke size/configuration. 

• Products using our Delivered and Installed service (where the product is assembled and packaging removed), are non-returnable unless faulty.

2.3 Collecting & Processing a Return 

Workyard may be able to arrange collection of the goods with one of our couriers and it is the buyer's responsibility to be present at the time of collection. Should a collection be missed, Workyard reserves the right to charge for arranging another collection. Upon receipt of the returned goods, Workyard will then process the return. Workyard will apply a combined restocking and collection fee, please call us on 020 4538 3658 for a price. If there is damage to products and/or clear evidence of use, then Workyard reserves the right to make a further deduction to the final returned amount. 

2.4 Return Exchanges 

In the event of a customer has made an error with their order and require an exchange, Workyard reserves the right to apply charges for collection, re-delivery and processing the return. Workyard will require original goods to be returned before replacements are sent out. 

We reserve the right to charge for incomplete returns, orders placed in error or not wanted. 

Returns Policy for Consumers 

In line with the law, a consumer is defined as “an individual acting for purposes that are wholly or mainly outside the individual’s trade, business, craft or profession.” 

3.1 Notifying Workyard about a Return 

As a consumer, you have 30 days after receiving your order in full to notify us in a written format that you wish to send them back to us for a full refund. In addition, Goods can also be returned, for a credit note or an exchange, up to 30 days. Goods must be returned, unused, unassembled and in a resalable condition. Workyard reserves the right to make a deduction for any missing parts, signs of assembly or damage to the product. 

Your statutory rights remain unaffected by this policy. 

To arrange a return please call us on 020 4538 3658 or email us at: [email protected] 

3.2 Returning Goods to Workyard 

Customers have the option to return goods themselves at their own expense and risk. Please contact us to obtain a returns number and an address of where the goods need to be sent to.

Alternatively, Workyard may be able to arrange collection of the items to be returned, but will apply a charge for doing this. This charge will be taken off the final refund figure. Please contact us on 020 4538 3658 and we will be happy to discuss this charge with you, and look into what the exact collection costs will be for your individual case, as every order will be different depending on what items are returned, your location, etc. 

It is the buyer’s responsibility to be present at the time of collection and Workyard reserves the right to charge more for collection, should pre-arranged collections be missed. Delivery charges that were paid by the customer on the original order will only be refunded if the customer returns the goods themselves. If there is a problem with your goods such as a fault, the goods being mis-described, or not fit for purpose, then Workyard will meet the costs of return. 

Workyard also asks customers to take photographs of returned parcels and pallets before they are collected to prove the condition of goods before they were handed to the courier. 

3.3 Where you do not have a right to return?

There are certain instances where returns cannot be accepted and these are:

• Made-to-Order products – these are products from our range that are specifically Made-to-Order and cannot be returned. These products are highlighted as Made-to-Order on product pages online, in the catalogue and at the time of order. Refused deliveries of Made-to-Order products are not eligible for a credit. 

• Personalised products that are tailored to your requirements e.g. a different colour that is not standard or a bespoke size/configuration. 

The above conditions do not affect your statutory rights when goods are faulty, damaged or not as described. 

3.4 Processing the Return 

Upon receipt of the returned goods, Workyard will then process the return. If there is damage to products and/or clear evidence of use then Workyard reserves the right to make a further deduction to the final returned amount. 

3.5 Return Exchanges 

In the event of a customer has made an error with their order and require an exchange, Workyard reserves the right to apply charges for collection and re-delivery. Workyard will require original goods to be returned before replacements are sent out. 

We reserve the right to charge for incomplete returns, orders placed in error or not wanted. 

Refunds 

Refunds are processed within 10 working days of receiving goods.