Refund policy

Refund Policy for Custom-Made Products

Thank you for choosing Derevo! We understand that custom-made products are unique and personal, and we take great care in crafting each one to your exact specifications.

This refund policy applies to all custom-made products purchased from Derevo. Please read it carefully before placing your order.

We are only able to offer refunds in the following circumstances:

Manufacturing fault: If there is a verifiable manufacturing defect or error in your custom-made product, we will provide a full refund or replacement at our discretion.

Damage prior to delivery: If your product arrives damaged, please notify us within 24 hours of receiving it. We will arrange for the damaged product to be returned and issue a full refund or replacement once it is received and inspected.

Please note that we are unable to offer refunds for:

Change of mind: As your product is custom-made to your specific requirements, we cannot accept returns or provide refunds due to change of mind or buyer's remorse.

Minor variations: Due to the natural character of the materials used and the handcrafted nature of our products, there may be slight variations in color, texture, or grain patterns. These variations are not considered defects and are not grounds for a refund.

Mismeasurements: Please carefully review all design specifications and measurements before confirming your order. We are not responsible for errors made in design or measurements provided by the customer.

To request a refund:

If you believe your custom-made product qualifies for a refund under the terms outlined above, please contact us within 14 days of receiving your order. You can email us at info@derevo.cu.uk or call us at +44 131 392 9323.

We will require a detailed description of the issue, along with supporting photos or videos if applicable. Once we have reviewed your request, we will contact you to discuss the next steps.

Our commitment to quality:

We are confident in the quality and craftsmanship of our custom-made products. However, we understand that mistakes can happen. If you are ever dissatisfied with your purchase, please do not hesitate to contact us. We are always here to help and will do our best to resolve any issues to your satisfaction.

Thank you for your understanding.