Welcome to Boatman Works & Woodcraft.

This Returns and Exchanges policy outlines the rules and regulations for the use of Boatman Works & Woodcraft’s Website’s product Returns, Refunds and Exchanges methods.

Boatman Works & Woodcraft (“we” and “us”) is the operator of www.boatmanworks.co.uk (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. Returns

All the products sold from the website www.boatmanworks.co.uk are made from a natural product, wood! Any product that is left as the raw, natural, unfinished, wood will be subjected to a natural aging process which can cause the colour of the wood to vary from when originally purchased.  This is outlined in section 9. Product Images of our Terms and Conditions

1.1 The following is not a cause for return, refund or exchange:

Images of products on this website are for representation only; the products are individually handcrafted from natural materials therefore variation will occur and no guarantee can be given that any two products will be identical. All pyrography is done by hand therefore any two of the same products shall be similar but not identical, i.e. wording shall read the same but the size, shape and spacing of each letter is unique to each piece.

Colour will vary and change due to the natural aging process of wood and we therefore cannot guarantee that any given product will exactly match that of its product image.  Even when a finish product is applied to the wood, even this finish will be susceptible to a natural colour change with the aging process.

1.2 Return Due To Change of Mind (non-personalised item)

Please note that this policy (1.2) does not apply for any item where personalisation of any kind has been requested.  If you change your mind once a personalised order has been accepted, we will not refund the item.
Boatman Works & Woodcraft will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item. If 14 days have gone by since you have received your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be returned to us in original packaging, undamaged, in an appropriate resale condition and proof of a purchase order number is required.  We do not accept returns of personalised items.

Return shipping (see section 3. of this policy) will be paid at the customers’ expense and will be required to arrange their own shipping. Boatman Works & Woodcraft will refund the value of the goods returned but will NOT refund the original value of any shipping or shipping paid to return it; only if any of the products received is deemed defective or a wrong shipment, Boatman Works & Woodcraft will bear the cost of shipping the item(s) back to you.

Once returns are received and accepted (see section 2. of this policy), refunds will be processed to store credit for a future purchase or to your original payment method. We will notify you once this has been completed through email.

1.3 Warranty Returns

Boatman Works & Woodcraft will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Boatman Works & Woodcraft to process your warranty claim within 7 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) Refund to your payment method
(b) A refund in store credit
(c) A replacement item sent to you (if stock is available)

2. Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to you in the form of store credit for a future purchase or to your credit card or original method of payment, within 14 days.

2.1 Refund in the form of Store Credit (if applicable)

We will email confirmation notifying you once your online store credit is ready. Generally, the processing period is 5 working days upon receipt of a return and we agree that the return specifications are accepted.

Once a decision has been made to accept store credit, your online store credit is valid for 45 days and can be used for your next purchase online. It is strictly non refundable, non extendable and non exchangeable for cash. The online store credit is applicable online only and cannot be used at any of our external market stalls unless prior agreement made by Boatman Works & Woodcraft.

Online Store Credit is to be used in a singular transaction (may contain multiple products) and any excess amount not utilised, will not be refunded.

Any online Store Credit given will be at the buying price of the product as stated in the original invoice. No refunds will be given for delivery charges incurred in the original purchase of, return of and onward shipping charges for exchanged items.

2.2 Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@boatmanworks.co.uk.

2.3 Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

2.4 Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@boatmanworks.co.uk and, upon receipt of communication, please send your item addressed to: Boatman Works & Woodcraft, 76 Eaton Road, Alsager, Cheshire East, United Kingdom, ST7 2BQ. Return shipping will be paid at the customers’ expense and will be required to arrange their own shipping; if any of the products received is deemed defective or a wrong shipment, Boatman Works & Woodcraft will bear the cost of shipping the item(s) back to you. Depending on where you live, the time it may take for your exchanged product to reach you. A confirmation expected delivery date shall be emailed to you upon dispatch.

Please note that all exchanges are subjected to stock availability and whilst we endeavour to ship a replacement item(s) back to you, we reserve the right to do an exchange by way of an item(s) of a similar value or providing online store credits or any other methods at the discretion of Boatman Works & Woodcraft.

2.5 Gifts (if applicable)

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Your item must be returned to us in original packaging, undamaged, in an appropriate resale condition and proof of a purchase order number is required. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift buyer had the order shipped to them themselves to give to you later, we will send a refund to the gift buyer and they will be notified about your return and refund.

2.6 Import Duties & Taxes (if applicable)

Please see section 7.2 of our Shipping and Delivery Policy.
No refunds will be given for taxes, duties, tariffs and excise charges levied for overseas orders either for refunds or exchanged items.

3. Return shipping

To return your product, you should mail your product to: Boatman Works & Woodcraft, 76 Eaton Road, Alsager, Cheshire East, United Kingdom, ST7 2BQ.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original shipping costs will not be refunded and any cost of return shipping paid by us will be deducted from your refund. However, if any of the products received is deemed defective or a wrong shipment, Boatman Works & Woodcraft will bear the cost of shipping the item(s) back to you.

If you are shipping an item over £20, you should consider using a shipping service that offers tracking or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

4. Other Returns & Exchanges terms & conditions

4.1 All items that are returned and exchanged can only be made once.

4.2 We reserve the right and full discretion to disqualify you from returns if the subsequent item(s) for return or exchange are of the same item(s) as a previous order

4.3 Our returns and exchanges policy does not cover damage resulting from unique, accidental, or random damage that is the result of use by you and/or others or wear and tear of a product; Boatman Works & Woodcraft reserve the right to accept or reject any request for return, exchange or refund.

4.4 Boatman Works & Woodcraft makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.

4.5 Such returns are at all times governed by the provisions of the Consumer Protection (Fair Trading) Act of the United Kingdom.

4.6 All decisions made by Boatman Works & Woodcraft are final.