Refund policy
Amber Frames Returns and Refunds
Thank you for choosing Amber Frames. Every media wall we build is made to order for your room, your dimensions and your chosen finishes. This policy explains where you stand if you need to change, cancel or return something. It does not affect your legal rights.
Made to order, and what that means
Our media walls are manufactured to your specification. Goods made to a customer's own specification are exempt from the 14 day cancellation right that applies to standard online purchases, so once we begin production we cannot accept a return simply because you have changed your mind.
That exemption does not apply to anything that arrives faulty, damaged or not as described. Those rights are set out below and cannot be signed away.
Changing or cancelling your order
You have 48 hours from placing your order to change it or cancel it for any reason, with a full refund. This is a goodwill window we offer on top of your legal rights, because it is the point before we commit materials and machine time.
After 48 hours we have usually begun production. We will always try to accommodate a change, but it may not be possible and it may carry a cost. Ask us and we will tell you honestly before anything is charged.
To change or cancel, email hello@amber-frames.co.uk or call +44 7418 024635 with your order number.
If something is faulty, damaged or not what you ordered
Please look over your delivery when it arrives and tell us as soon as you reasonably can if:
- anything is damaged
- anything is faulty
- you have received the wrong item
- the work does not match what you ordered
Contact us at hello@amber-frames.co.uk with your order number and photographs where possible. Photographs help us resolve things quickly, but they are not a condition of your rights.
Under the Consumer Rights Act 2015 you have 30 days from delivery to reject goods that are faulty and receive a full refund. After 30 days, and for a reasonable period afterwards, you are entitled to a repair or replacement, and to a refund or price reduction if that is not successful.
Where a media wall has been installed, a repair on site is usually the quickest and least disruptive remedy, and we will normally offer that first. This does not remove your right to reject faulty goods within the 30 day period.
Electric fires and other appliances
Electric fires supplied and installed as part of a media wall form part of your made to order purchase and follow the same terms.
An appliance bought on its own, unfitted, is a standard product. You may cancel that within 14 days of delivery and return it unused and in its original packaging for a full refund. Appliances also carry their manufacturer's warranty, which runs alongside everything above.
How to return something
Contact us before sending anything back, so we can give you return instructions and confirm who arranges collection. Items sent back without contacting us first can go missing and we cannot take responsibility for them.
For an approved return, please include your order number. Where a return is due to a fault, damage or our error, we cover the cost of collection.
Refunds
Once we have received and inspected a return we will tell you the outcome. Approved refunds go back to your original payment method within 2 business days, and in any event within 14 days, as the law requires. Your bank may take a few days longer to show it.
If a refund has not reached you within 10 business days of approval, email hello@amber-frames.co.uk and we will chase it.
Where change of mind returns do not apply
- Media walls and furniture made to your specification, once production has begun
- Any item altered, cut or finished to your requirements
This list covers change of mind only. It does not affect your rights if something is faulty, damaged or not as described.
Getting in touch
Email hello@amber-frames.co.uk or call +44 7418 024635. If you are unsure whether something is covered, ask us. We would rather sort it out than have you guess.
Amber Frames is a trading name of Carpentry & Building Masters Ltd, registered in England and Wales, company number 10983786. Registered office: 3 Weavers Close, Braintree, Essex, CM7 2WB. VAT registration number 286746745.