Refund policy

Cancellation Policy – Pre-Delivery

We understand that sometimes plans change - and we aim to make cancellations as straightforward as possible.

You may cancel your order at any time before it has been dispatched for a full refund.

If your order includes made-to-order or personalised items, cancellations are only possible before production has begun. 

After Delivery – 14-Day Policy

If you are ordering from the UK or EU, you have the right to cancel your order within 14 days of receiving your item, in line with consumer regulations.

To exercise this right, please contact us within 14 days of delivery and clearly state that you wish to cancel your order.

Once cancelled:

• You must return the item to us within 14 days
• Items must be unused and in their original condition
• You are responsible for return postage unless the item is faulty or incorrect

To start a return, contact us at contact@pitchgreenwoodwork.co.uk

Faulty, Defective or Incorrect Items

If your item is faulty, defective, damaged or incorrect, return postage will be covered by us.

We may ask for photos or other proof so we can resolve the issue as quickly as possible.

Where appropriate, we will provide a prepaid return label and instructions on how to send your item back.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or incorrect, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Made-to-order or personalised items (such as commission orders)
• Items that show signs of use, wear or staining
• Gift card purchases

Please contact us if you have questions about a specific item before ordering.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can place a new order for the replacement item.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason.

Items must be returned in the same condition you received them — unused and in their original packaging. Proof of purchase may be required.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, you will be refunded to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at contact@pitchgreenwoodwork.co.uk.