Here is a custom, professional Terms of Service tailored specifically for Heartwood of Bridgnorth.

It is written in a warm, straightforward style that protects your business (especially regarding the natural behaviour of bespoke, reclaimed timber) while keeping things clear and friendly for your customers.

Terms of Service

Welcome to Heartwood of Bridgnorth. By using our website and purchasing our handmade pieces, you agree to the following terms and conditions. Please read them carefully before placing an order.

1. Our Craft and Timber Character

We take great pride in using reclaimed and locally sourced wood to create bespoke furniture.

• Natural Variations: Wood is a living material. Every piece of timber we use has its own history, meaning your item will feature unique grain patterns, knots, colour variations, and natural character marks. These are not defects; they are the defining features of handcrafted wooden furniture.

• Environmental Movement: Wood naturally breathes and responds to its environment. Changes in temperature and humidity in your home can cause minor movement, slight warping, or small splits over time. This is normal behaviour for solid timber and is not considered a manufacturing fault.

2. Bespoke and Custom Orders

Much of our work is made to order to your exact specifications.

• Sizing and Fit: It is your responsibility to ensure that the dimensions requested are correct and that the completed item will fit through your doors, hallways, and into its intended space.

• Deposits: For bespoke commissions, we require a deposit to secure your materials and start production. This deposit is non-refundable once work has commenced.

• Changes: If you need to make changes to a custom order, please contact us as soon as possible. We will do our best to accommodate your requests, but we cannot guarantee changes once production has begun.

3. Pricing and Payment

• All prices are shown in GBP (Pounds Sterling).

• For online shop purchases, full payment is required at the checkout.

• For custom commissions, the remaining balance must be paid in full prior to delivery or collection of the finished piece.

4. Delivery and Collection

• Delivery Times: Because our items are made by hand, lead times can vary. We will always give you an estimated timeframe when you order and will keep you updated on our progress.

• Access: Please ensure someone is available to receive the delivery on the agreed date. You must notify us of any potential delivery challenges, such as narrow lanes, stairs, or restricted parking.

5. Cancellations and Returns

• Standard Items: If you purchase a non-customised item directly from our online shop, you have 14 days from delivery to notify us if you wish to return it. The item must be returned to us in its original condition at your own expense.

• Bespoke Items: Custom-made and bespoke items are created specifically for you. Because of this, they cannot be returned or refunded unless they are faulty.

• Damages: In the unlikely event that your item arrives damaged, please contact us within 24 hours of delivery with photos of the damage so we can resolve the issue for you.