Returns & Refund Policy

Last updated: 31 July 2026

At The Merchant’s Mark, every product is individually made to order in the UK. We take great care in producing each piece and want you to be completely satisfied with your purchase.

Our 30-Day Returns Policy

For eligible standard, non-personalised products, we offer a 30-day returns policy. This means you have 30 days from receiving your item to request a return.

This voluntary 30-day policy is in addition to, and does not replace, any statutory rights you have under UK consumer law.

To be eligible for a return under our voluntary returns policy, your item should be in the same condition in which you received it, unused and undamaged, and returned in its original packaging where reasonably possible. You will also need your receipt or proof of purchase.

To request a return, please use our Contact Us page.

Please do not send an item back before contacting us. Once your return has been accepted, we will provide instructions explaining how and where to return it.

Made-to-Order Products

All products sold by The Merchant’s Mark are manufactured on demand rather than being held as finished stock.

A product being made to order does not, by itself, make it bespoke or personalised.

Where a product is one of our standard designs and has not been personalised, customised or manufactured to your individual specifications, your normal statutory cancellation rights are not affected.

Bespoke, Customised & Personalised Products

We do not accept change-of-mind returns or cancellations for goods that are made to your specifications or clearly personalised once manufacture has begun, except where applicable law gives you a right to a remedy.

This includes, for example:

• Products engraved with names, dates, addresses, messages or other personalised wording;
• Products manufactured to dimensions specifically requested by you;
• Products incorporating customer-supplied artwork, logos, photographs or designs;
• Products where the design, layout, finish or specification has been specially altered at your request; and
• Other products manufactured specifically to your individual specification.

Please carefully check all names, wording, dates, dimensions, artwork and other personalised information before placing your order.

We manufacture personalised products using the information supplied or approved by you. We cannot accept responsibility for spelling mistakes, incorrect dates, measurements, artwork or other errors where the item has been correctly manufactured according to the information you supplied or approved.

This does not affect your statutory rights if a bespoke or personalised product is faulty, damaged, unsafe, incorrectly manufactured or not as described.

UK Statutory Cancellation Rights

For eligible goods purchased online, UK consumers generally have the right to cancel their order without giving a reason from the time the contract is formed until 14 days after the day on which the goods are received.

If you wish to exercise this statutory right, you must clearly tell us that you wish to cancel. You can do this through our Contact Us page or by using the direct contact details shown below.

After telling us that you wish to cancel, you must normally return the goods to us within a further 14 days.

The statutory cooling-off right does not generally apply to goods that are made to your specifications or are clearly personalised.

Condition of Returned Goods

You are entitled to examine eligible goods in the same way that you reasonably could in a shop.

If you handle an item more than is necessary to establish its nature, characteristics and functioning, and this reduces its value, we may be entitled to make an appropriate deduction from the refund to reflect that reduction in value.

This does not affect your rights where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Return Shipping

For an eligible change-of-mind return, you will normally be responsible for the direct cost of returning the goods unless we have stated otherwise.

If an item is faulty, damaged, incorrectly supplied, incorrectly manufactured or not as described, we will arrange or reimburse reasonable return costs where appropriate.

We recommend using a tracked and suitably insured delivery service when returning goods to us.

Refunds Following Cancellation

Where you validly exercise your statutory right to cancel, we will refund the amount paid for the eligible goods.

We will also refund the cost of our standard delivery service where you paid an outbound delivery charge.

If you selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional cost of that upgraded service.

We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.

We will issue the refund no later than 14 days after the relevant point above.

Refunds will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed with you.

Please remember that banks and payment providers may take additional time to display a completed refund in your account.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as reasonably possible if your item:

• Arrives damaged;
• Is defective;
• Is not as described;
• Has been manufactured incorrectly; or
• Is not the item you ordered.

Please contact us using our Contact Us page and, where possible, include your order number and photographs showing the issue.

Where applicable under UK consumer law, consumers may have a short-term right to reject faulty goods within 30 days and receive a refund. Other remedies, including repair or replacement, may apply after that period.

Bespoke and personalised products remain covered by your statutory rights where they are faulty, damaged, incorrectly manufactured or not as described.

Natural Materials

Many of our products are manufactured from natural materials, including solid oak and other timbers.

Natural variations in grain, colour, knots, figuring, texture, medullary rays and other markings are characteristics of real timber and are not normally considered defects.

Wood is a natural material and may respond to changes in temperature and humidity over time. Small variations, movement, checking or colour changes associated with the natural properties of timber do not necessarily indicate a manufacturing fault.

Contact Us

For return, refund or cancellation enquiries, please use our Contact Us page.

The Merchant’s Mark