Refund Policy

Last updated: 11 May 2026

This is our refund policy in plain English. It covers when you can get money back, when you can’t, and how to ask for one. It works alongside our Terms of Service.

If you’ve got a question that this page doesn’t answer, email hello@bespokebuildingne.com and we’ll sort it out together.

1. Your statutory rights

Nothing in this policy takes away your rights under UK consumer law, in particular the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If statute says you’re entitled to a refund, you’re entitled to a refund — full stop.

2. The 14-day cooling-off period

If you booked a job at your home, by phone, or online (i.e., not by visiting our office), you have a 14-day cooling-off period from when you accepted the quote. During this 14 days, you can cancel for any reason and get a full refund of anything you’ve paid.

Two important caveats:

  • If you asked us to start work during the 14 days and you then cancel, you’ll need to pay a fair price for any work already done and for any materials already used or ordered specifically for your job.
  • Made-to-measure or bespoke items (e.g., a custom-cut worktop, special-order timber) can’t be cancelled once we’ve ordered them, even within the 14 days.

To cancel within the cooling-off period, just email hello@bespokebuildingne.com with your job reference and the words “I want to cancel”.

3. Site survey and consultation fees (£50)

  • The £50 survey fee is refundable if you book the quoted job with us — it’s credited against your final invoice.
  • If you don’t proceed with the work, the £50 is non-refundable. It covers our time on site and the written quote we produced.

4. Emergency call-out deposits (£50)

  • The £50 deposit is refundable if we can’t actually reach you within the agreed response time (typically 2 hours within our primary service area).
  • Once we arrive on site, the £50 is applied to the call-out fee and is not refundable separately.
  • If you cancel the call-out before we set off, you get a full refund of the £50.

5. Job deposits (larger work)

  • Deposits paid before work starts are fully refundable, less any materials we’ve already ordered specifically for your job.
  • Deposits become non-refundable once we’ve started work on site or ordered specific materials.
  • If we cancel the work (for whatever reason on our end), we’ll refund 100% of any deposit you’ve paid, even if we’ve ordered materials.

6. Annual maintenance plan subscriptions

  • New subscribers get the standard 14-day cooling-off period for a full refund.
  • After 14 days, you can cancel any time, and we’ll refund the unused portion of your year on a pro-rata basis, minus the value of any services already delivered (e.g., quarterly inspections already done, repairs already carried out under the plan).
  • Plans renew automatically. We’ll email you 30 days before renewal — if you want to cancel renewal, let us know any time before that date.

7. Work that’s not up to scratch

If you’re not happy with the quality of the work we’ve done, the first thing we’ll do is come back and put it right — that’s our 12-month workmanship guarantee, and it’s there because we’d rather fix the problem than refund it.

If, after we’ve had a fair chance to fix the issue, the work still isn’t acceptable, you have rights under the Consumer Rights Act 2015 to:

  • A repeat performance (we redo the work)
  • A price reduction (you keep what’s been done and we refund part of the price)

We’ll discuss which option fits the situation best.

8. Materials defects

If a material we supplied is defective (e.g., a faulty boiler, a cracked tile from the box), we’ll handle it under the manufacturer’s warranty and the Consumer Rights Act 2015. That usually means a replacement at no charge. Refunds for materials specifically only happen if a replacement isn’t reasonably available.

9. How refunds are paid

  • Refunds go back to the original payment method.
  • Card payments — typically 5–10 working days to land back on your card, depending on your bank.
  • Bank transfers — usually 1–3 working days.
  • We don’t issue cash refunds for online payments.

10. How to request a refund

Email hello@bespokebuildingne.com with:

  • Your name
  • Your job reference (on your quote or invoice)
  • What you’re asking for and why

We’ll respond within 5 working days. If we need more info to assess the refund, we’ll ask. If we agree the refund, payment goes out within 14 days of agreement.

11. If you’re not satisfied with our response

If we can’t resolve a refund dispute between us, you have the right to escalate. For most UK consumer disputes, you can use a free Alternative Dispute Resolution (ADR) scheme — for trades work, that’s typically TrustMark’s complaints process or The Furniture & Home Improvement Ombudsman. We’re happy to point you to whichever is appropriate for the type of work.

You can also bring a claim in the small claims court if it comes to it.

BESPOKE BUILDING AND MAINTENANCE NE LTD
Company No. 16002428 | Registered in England and Wales
Unit 8g West Chirton Trading Estate, North Shields, NE29 7TY

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