We want you to be entirely satisfied with every piece you acquire from Ashlar House.
This Returns & Refunds Policy explains:
This policy applies alongside our Terms of Sale and Shipping & Delivery Policy.
Nothing in this policy limits or excludes any rights available to you under applicable consumer law.
You can contact us about a cancellation, return or faulty piece at info@ashlar-house.com.
The change-of-mind rights described in this policy apply where you are an individual purchasing wholly or mainly for purposes outside your trade, business, craft or profession.
Business customers do not have a statutory cooling-off period. Returns by business customers are accepted only where:
If you are a consumer who purchases a standard, non-personalised piece at a distance, you will generally have the right to cancel the order without giving a reason.
This applies whether the standard piece was:
A standard collection piece does not become bespoke merely because it is produced or sourced to order.
You may cancel an eligible order at any time after the contract is formed and until the end of the period of 14 days beginning on the day after:
To exercise your right to cancel, you must inform us clearly before the cancellation period expires.
You may do so by emailing info@ashlar-house.com and providing:
You do not need to provide a reason.
You may also use the model cancellation form at the end of this policy, although using the form is not compulsory.
After receiving your cancellation notice, we will confirm the applicable return address and provide any necessary return instructions.
You must return the piece no later than 14 days after the day on which you informed us that you wished to cancel.
Unless we agree otherwise, you are responsible for the direct cost of returning a piece when you cancel because you have changed your mind.
The piece must be returned securely packaged and with any accessories, components, certificates or other items supplied with it. We recommend using the original protective packaging where reasonably possible, particularly for pieces made from stone, glass or other fragile materials.
The absence of original packaging does not by itself remove your cancellation rights, but you remain responsible for packaging the piece appropriately for return.
We recommend using an insured and tracked delivery service appropriate to the value and nature of the piece. You are responsible for the piece until it is delivered to us or to a person authorised by us to receive it.
Please obtain and retain proof of dispatch.
Do not send a piece to an atelier, manufacturer, retail partner or any other third party unless we have expressly instructed you to do so.
You may handle and inspect a piece only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that you might reasonably examine it before purchasing it in person.
We may reduce the refund to reflect any reduction in value caused by handling beyond what is reasonably necessary for that purpose.
This may include damage or deterioration caused by:
Any deduction will be limited to the reduction in value reasonably caused by the handling. We will not make a deduction merely because you opened the delivery packaging or reasonably examined the piece.
Where you cancel an eligible order, we will refund:
If you selected an enhanced, express or more expensive delivery service, we are not required to refund the amount exceeding the cost of our standard delivery option.
Where only part of an order is cancelled, we will refund any outbound delivery charge only to the extent required by law or where that charge related specifically to the returned piece.
We will make the refund using the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a fee for receiving the refund from us, although we are not responsible for charges independently imposed by your bank, card issuer or payment provider.
Where a piece has already been delivered, we may withhold the refund until:
whichever occurs first.
We will issue the refund without undue delay and no later than 14 days after the relevant date above.
Where you cancel before the piece has been dispatched and there is nothing to return, we will issue the refund without undue delay and no later than 14 days after being informed of the cancellation.
The statutory right to cancel because you have changed your mind does not normally apply to goods that are:
This may include pieces incorporating:
The exception applies only where a piece is genuinely made to your specifications or clearly personalised. It does not apply merely because a standard Ashlar model is produced or sourced after your order is placed.
Where you ask to cancel a bespoke or personalised commission and no statutory cancellation right applies, we may nevertheless agree to a cancellation at our discretion.
In deciding whether a refund can be offered, we may take account of:
We will not retain more than is reasonably necessary to reflect work performed, costs incurred and losses resulting from the cancellation.
The exclusion of the change-of-mind right does not affect your rights where a bespoke or personalised piece is faulty, misdescribed or does not meet the agreed specification.
We are under a legal duty to supply pieces that conform to the contract.
A piece must be:
Please contact info@ashlar-house.com as soon as reasonably possible if you believe that a piece is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Please provide:
We may need to inspect the piece before confirming the appropriate remedy.
If you are a consumer and a piece does not conform to the contract, you may have the following rights under the Consumer Rights Act 2015.
You will normally have a short-term right to reject the piece and receive a refund where the fault is identified within 30 days beginning on the day after:
You may choose a repair or replacement instead of exercising the short-term right to reject.
After the short-term right to reject has expired, you will generally be entitled to request a repair or replacement.
The remedy chosen must be possible and must not impose disproportionate costs compared with the alternative remedy.
A repair or replacement will be provided:
Where repair or replacement is impossible, unsuccessful, not provided within a reasonable time or would cause significant inconvenience, you may be entitled to:
The precise remedy will depend on the circumstances and the applicable law.
Nothing in this summary limits your statutory rights.
Where a piece is faulty or otherwise does not conform to the contract, we will bear the reasonable cost of returning it.
We may:
Please contact us before arranging a return so that we can provide suitable instructions, particularly for valuable, heavy or fragile pieces.
You should not incur an unusually high return cost without first giving us a reasonable opportunity to arrange an appropriate method.
Where a piece is returned because you have exercised a statutory right to reject it, any refund due will be provided without undue delay and, in any event, within 14 days beginning on the day on which we agree that you are entitled to the refund.
Some Ashlar pieces incorporate natural materials, including obsidian, other stone, wood or leather.
Natural variations in colour, tone, pattern, veining, inclusions, translucency, surface and internal character are inherent to these materials. No two pieces will necessarily be identical.
Metal, plated and polished surfaces may also develop patina or gradual changes through normal handling, use and environmental exposure.
Minor variations and natural characteristics of this kind do not, by themselves, constitute a fault.
However, a natural-material explanation does not exclude your rights where a piece:
We are not responsible for damage caused by:
This does not exclude responsibility for an underlying fault that was present when the piece was supplied.
If a package or piece appears to have been damaged during delivery, please contact us as soon as reasonably possible.
Where possible, retain:
Prompt notification helps us investigate the matter with the carrier, but a failure to notify us immediately does not remove any statutory rights you may have.
Refunds will ordinarily be made to the original purchaser using the original payment method.
Where a piece was acquired as a gift, we may need to communicate with the purchaser before processing a refund. This does not affect any rights that the gift recipient may independently have under applicable law.
We may update this policy from time to time.
The version applying to your order is the version in force when we send your Order Confirmation. Any later change will not reduce your rights under an existing contract.
For cancellations, returns, refunds or concerns about a piece, please contact:
Ashlar House Ltd
Email: info@ashlar-house.com
Our applicable postal and return address will be provided in your Order Confirmation, displayed with our permanent legal information on the website or supplied when you contact us about a return.
Last updated: 16 July 2026