Terms and Conditions

Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To return your item, it must be in the same condition that you received it, unused and in its original packaging. Please open your item carefully and do not dispose of the original packaging.

Even if damaged or faulty, please look after the product. It must be returned carefully packaged in the original packaging to prevent further damage so we are able to inspect it as the damage my have been caused by the courier.

You are responsible for the cost of returning your items (unless the item arrives faulty, damaged or the incorrect item has been received) within 14 days of receipt of your order.

We recommend using a tracked or recorded returns service as we are not responsible for lost items.

Once we have received your return we will process your refund.  The cost of the product will be refunded within 3-5 days of the receipt of the return.

To make a return, you can contact us at matthewpunterhome@gmail.com

Damages during delivery.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To make a damage claim against our couriers we require photographs of the product in its original packaging with the delivery label clearly visible.

If you notice the item is clearly damaged from the outer packaging, please make the courier aware.

If you receive a faulty or damaged item we will send out a replacement to you as soon as possible. In most cases we will need the item to be returned to us and will arrange for any damaged or faulty items to be collected where necessary. We will also require photographic evidence of the products and packaging. Please do not dispose of damaged or faulty items or their packaging unless advised to do so by us.

Exceptions / non-returnable items

We cannot accept returns on custom orders, special orders, bespoke designs or personalised items.  Please contact us if you have any questions or concerns about your specific item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellations

Cancellations are accepted within 12 hours of purchase. If you have any questions, please email us at matthewpunterhome@gmail.com

Processing time

As all items are handmade to order, the lead time will vary. Some ‘in stock’ items can be dispatched straight away however, this will be stated on the item description.

Estimated delivery times

We will do our best to meet these dispatch estimates, but can’t always guarantee them.  Due to each piece being handmade, delays can happen. We will be in touch to confirm your orders progression close to the time of manufacture and dispatch.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.