RETURN POLICY

At Patience & Gough, we craft high-quality, design-led furniture, fabrics, and accessories with care, skill and craftsmanship. We want you to feel confident in your purchase. This Returns Policy explains your rights under UK law and how returns and refunds work at patience-gough.com.

1. Your Legal Rights as a Consumer

Under UK consumer law:

• You are entitled to goods that are as described, of satisfactory quality and fit for purpose. If goods fail to meet these standards, you may be entitled to a refund, repair or replacement. 

• For most online purchases, you have a right to cancel the contract within 14 days of receiving the goods and then a further 14 days to return them, with a refund due within 14 days of the seller receiving the item back. 

• These legal rights cannot be limited or excluded by our policy. 

2. Bespoke, Made-to-Order & Customised Furniture

All custom furniture from Patience & Gough — whether bespoke design, tailored size, finish, veneer selection, or other personalised specifications — is made to order exclusively for you.

Because of this:

• Made-to-order furniture cannot be returned simply because you’ve changed your mind or ordered the wrong specification.

• This exemption from standard cancellation rights applies because such furniture is specific to your order and cannot be resold in the ordinary course of business. 

Before placing an order, please ensure all details are correct. If you have any questions about measurements, finishes, fabrics, or production timelines, contact us before purchase.

3. Printed-to-Order & Custom Fabric

Many of our fine fabrics — including printed textiles and personalised print-to-order fabrics — are also manufactured only upon receipt of your order.

Accordingly:

• Printed-to-order fabrics cannot be returned for a refund simply because you’ve changed your mind, chosen the wrong colour, or changed your décor plans.

• You may only return printed fabrics where there is a genuine printing error, defect, fault, or they are materially not as described.

• We will assess any such claim promptly and, where appropriate, offer reprinting, replacement or refund in line with your statutory rights.

This aligns with consumer protections for bespoke or personalised goods and the distance selling exemption under UK consumer contracts regulations. 

4. Standard (Non-Custom) Products

If you purchase any standard, non-custom item from our website (rare in our range):

• You may cancel and return it under the normal consumer cancellation rights as outlined in Section 1.

• The goods must be unused and in their original condition with all packaging intact.

5. Faulty, Damaged or Misdescribed Goods

We stand behind the quality of our work. If your order arrives faulty, damaged in transit, or significantly not as described:

• Contact us immediately with photos and order details.

• We will assess and, where appropriate, offer a repair, replacement, or full refund in accordance with consumer law.

• For faulty items, we will cover return postage costs.

Consumer protection legislation entitles you to a remedy where goods are not of satisfactory quality, not fit for purpose, or not as described. 

6. Return Process

To return an eligible item:

1. Email info@patience-gough.com with your order number and reason for return.

2. Once authorised, we will provide return instructions and a Return Authorisation number.

3. Return the item within the applicable return period noted above.

Do not return goods without Return Authorisation.

7. Refunds

• Refunds will be issued to the original payment method within 14 days of us receiving the returned goods (or proof of return).

• Where applicable, refunds may include standard delivery charges.

8. Contact Us

Patience & Gough

Email: info@patience-gough.com

Phone: +44 (0)747 269 7363

Address: 14 Church Street, Windermere, LA23 1AQ, United Kingdom

We hope this clarity gives peace of mind when ordering bespoke furniture or printed fabrics from us.