Returns

Nothing is on sale yet. This site takes a £0 reserve, not a payment, so as of today nobody has anything to return. This policy is published now so you can read it before you decide to reserve, rather than discovering it at a checkout. It becomes binding on the first order.

Unengraved items

30 days, free, and we pay the postage. Change your mind, don’t like the colour, or found something better — send it back for any reason or none, and we’ll refund the full amount including the original delivery charge, within 14 days of getting it back.

That’s longer than the 14 days the law requires, and the postage is on us, which the law does not require either. Email us and we’ll send you a label.

Engraved items

Personalised goods are the one exception to the 14-day change-of-mind return, and that is the law rather than our policy. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer’s specification or clearly personalised are exempt from the cancellation right. Once your name is cut into a piece of bamboo we can’t sell it to anybody else, so we can’t take it back for a change of mind.

Hiding that would be sharp practice, so instead we do two things.

One — you approve the layout before we cut it.

We email you a picture of exactly how the engraving will sit on the piece: the spelling, the capitalisation, the position, the size. Nothing goes near the laser until you reply and say yes. If you want it changed, you say so and we send another one. There is no limit and no charge for that.

Two — if anything is wrong, we remake it or refund you, and you keep the postage.

A fault in the wood, damage in transit, or a mistake in our engraving — including our own spelling mistake, which is our problem and not yours — and we either make you another one or refund you in full. You don’t post it back and you don’t pay for anything.

Faulty goods, engraved or not

Your rights under the Consumer Rights Act 2015 apply either way and nothing on this page reduces them. Goods must be of satisfactory quality, fit for purpose and as described. If they aren’t:

• Within 30 days you have the short-term right to reject and get a full refund.
• Between 30 days and six months we get one chance to repair or replace it; if that fails you can have a refund.
• Up to six years (five in Scotland) you may still have a claim if the fault was there from the start.

We don’t ask you to prove a fault in the first six months. That’s the legal position anyway, and arguing about it would cost us more than the product.

What isn’t covered

• Ordinary wear — bamboo dulls with use and that isn’t a fault.
• Water damage from standing a wet mug on it, or joints opening because it lived on top of a hot radiator. Both are in the care notes on the product page.
• An engraving you approved in the proof and then changed your mind about. That’s what the proof is for.

How to start a return

Email hello@reddhome.co.uk with your order number and one line about what’s wrong. A photograph helps for damage but isn’t required. We reply within two working days, and if we don’t, chase us — it means something has gone wrong at our end.

While the first run is being made, the reserve list is exactly 40 sets. If we can’t make it, everyone on the list gets an email saying so. There is nothing to refund, because there was never anything to pay.