Details about returning or refunding
Welcome to Acorn to Oak Framing!
At Acorn to Oak Framing, we take pride in our tradition of crafting exceptional oak frames that embody the timeless beauty of British architecture. Our team combines traditional craftsmanship with modern techniques to create bespoke structures that enhance the character of any space.
We want to ensure clarity regarding our policies. Please note that in line with UK standards, we do not typically offer refunds. However, we understand that there may be exceptional circumstances.
In special cases, we may consider offering a partial refund, equivalent to the deposit amount, at our discretion. This decision will be made on a case-by-case basis and is subject to review by our team.
Our commitment to excellence extends beyond the completion of your project. We value your trust and satisfaction above all else and will work tirelessly to address any concerns or issues that may arise.
Thank you for considering Acorn to Oak Framing for your next project. We look forward to the opportunity to bring your vision to life with our expertise and craftsmanship, rooted in the rich heritage of British oak framing.
In line with the UK Consumer Contracts Regulations, you have a 14-day “cooling-off” period to cancel your order and return your products for a full refund. This 14-day window begins on the day you receive your order.
To exercise your right to cancel, you must notify us in writing within this 14-day period. You can do this by emailing us at info@acorn2oakframing.co.uk
Once you have notified us of your intention to return the items, you have a further 14 days to send the products back to us.
Notify Us: Please contact us via email at info@acorn2oakframing.co.uk within 14 days of receiving your order to inform us that you wish to make a return. Please include your order number in the email.
Package Your Items: Please ensure the products are returned in their original condition and, where possible, in their original packaging. The items should be unused and free from damage.
Arrange and Pay for Return Shipping: As the customer, you are responsible for the cost of returning the items to us. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit.
Provide Tracking Information: You must provide us with the tracking code for your return shipment. This allows both parties to track the progress of the return and serves as proof of postage. Please email the tracking number to info@acorn2oakframing.co.uk.
Return in Person (Local Collection): Local collection of your return is welcome. If you wish to return your items in person, please call us before your arrival on 0330 133 5233 to arrange a suitable time.
We will process your refund for the cost of the products once they have been received and inspected at our facility. The refund will be issued to your original payment method. Please note that we will only refund the standard delivery costs of your original order; any supplementary costs for express or enhanced delivery will not be refunded.
We are legally obligated to process the refund within 14 days of receiving the returned goods, or within 14 days of you providing proof of postage (such as the tracking code).
If your items arrive faulty, damaged, or not as described, please contact us immediately at info@acorn2oakframing.co.uk or by phone on 0330 133 5233. In such cases, we will cover the cost of the return postage. You have the right to a full refund, repair, or replacement.
Please note that the right to cancel and return for a full refund does not apply to:
Custom-made or personalised items.
Products that have been assembled or used and are not in their original re-saleable condition.
This policy does not affect your statutory rights under UK law.
Contact Us
For any questions regarding our returns policy, please do not hesitate to get in touch:
Email: info@acorn2oakframing.co.uk
Phone: 0330 133 5233
Acorn to Oak Framing
Acorn 2 Oak Framing is a specialist timber framing company based in Hastings, England. From premade systems to full bespoke creations – We can help you create your dream home.
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