Refund & Returns

If you have any questions regarding returns, refunds or cancellations, our team will be happy to help:

Abbeygate England
support@abbeygate-england.com

Website: dashboard.abbeygate-england.com

Due to the personalised, bespoke and made-to-order nature of many of our products, certain items may not be eligible for return or cancellation unless faulty or not as described.

Non-personalised items may be eligible for return in accordance with applicable consumer legislation and this Policy.

Due to the handcrafted and natural nature of many of our products, slight variations in colour, grain, texture and finish may occur and are not considered faults. Please refer to our Terms & Conditions for further information.

We hope every order arrives exactly as expected. However, if there is an issue with your order, please contact us in accordance with our Terms & Conditions and we will work to resolve the matter as promptly as possible.

If you believe an item is damaged, faulty or incorrect, please provide the following when contacting us:

• your order number;
• a description of the issue; and
• supporting photographs where possible.

Prompt notification helps us investigate and resolve issues efficiently.

Where appropriate, we will work with you to arrange a repair, replacement or refund in accordance with your statutory rights.

We may request that the item is returned or inspected before a claim is finalised.

To request a return, please contact us at:

support@abbeygate-england.com

Please include:

• your order number;
• details of the item(s);
• reason for return; and
• photographs where applicable.

If your return is approved, we will guide you through the next steps and provide return instructions.

Unless the return relates to faulty, damaged or incorrectly supplied goods, customers are responsible for arranging and covering return shipping costs.

We recommend using a tracked and insured delivery service, as returned items remain the customer’s responsibility until safely received by us.

Once returned items have been received and inspected, we will confirm whether your refund has been approved.

Approved refunds are normally processed to the original payment method within 5–10 business days, although processing times may vary depending on your payment provider.

Where applicable under consumer legislation, refunds may include the standard outbound delivery cost.

In certain circumstances, refunds may be adjusted where returned items show signs of handling beyond what would reasonably be expected when inspecting the goods.

Return shipping costs are non-refundable unless the return relates to faulty, damaged or incorrectly supplied items.

Where possible, we are happy to offer exchanges for eligible non-personalised items, subject to availability.

Additional charges may apply where replacement items differ in specification or value.

Non-Personalised Products

Orders for non-personalised items may be cancelled prior to dispatch.

If an order has already been dispatched, the return will be handled in accordance with this Policy and applicable consumer legislation.

Personalised & Bespoke Products

Once artwork, proofs or production specifications have been approved, personalised, bespoke or made-to-order items may no longer be eligible for cancellation.

Where production, artwork preparation, tooling or material sourcing has already commenced, we reserve the right to recover reasonable costs incurred up to the point of cancellation.

Please refer to our Terms & Conditions for further information relating to bespoke and personalised orders.