If you’d like to return your purchase you have 14 days to do so from the date the item was delivered. The item must be in its original packaging and must be in fully resaleable condition. Unfortunately if more than 14 days has passed since your product was delivered you cannot return your purchase. Made to order items, bespoke finishes and commissions cannot be returned.

To return your purchase you must contact Jan Waterston in writing either in email at info@janwaterston.co.uk or by post to Jan Waterston, Unit 6, Woodfield Farm, Norton Lane, Birmingham, United Kingdom, B94 5LS. All purchases are returned at your own risk and expense, Jan Waterston advises you use a tracked and insured shipping method. On receipt of your return, Jan Waterston will do his best to confirm your refund and credit the cost of your purchase minus the packaging and delivery costs if your refund request is approved within 48 hours.

The customer is responsible to pay for any expenses and outlays incurred up to the date of the cancellation if a made to order product or Bespoke commission order is cancelled. No refunds or returns are accepted on made to order products or bespoke commissions once delivered to the client.

Wood is a natural material with endless beautiful variation in texture, grain pattern, colour, character marking, knots, splits, shakes and checks. Jan Waterston does not accept returns or refunds for natural variations in the product materials. As wood is a living material, it constantly adapts in response to the moisture and humidity in its environment, this means that the dimensions of your product can change as it adapts to a different environment to that it was made in. This can happen through shrinkage, warpage, splitting and cupping as the wood adapts to the atmosphere. Jan Waterston uses top quality timber dried to the correct moisture content to limit this movement. Returns are not accepted for this natural movement in the material and differences in climatic environment.

Correct packaging and crating is incredibly important and Jan Waterston takes a great deal of care to ensure that your works are packaged correctly for a safe delivery. On receiving your delivery it is your responsibility to thoroughly inspect the condition of each piece received, damaged works should not be signed for. If you don’t receive your products in perfect condition you must contact Jan Waterston at info@janwaterston.co.uk with pictures of any damaged packaging and damaged areas of the piece within 48 hours of receipt. Jan Waterston will be in touch to organise return or repair of the piece. After this 48 hour window Jan Waterston is not responsible for works not in his care