FAQ

Terms, Returns, and Policies At Custom Build Bros, we are committed to providing excellent service and craftsmanship. Below are our terms and policies, applicable to all services, including bespoke joinery and carpentry, and our Resin Workshops. Please review them carefully. 1. Pricing and Payment All prices are quoted in GBP and are subject to VAT. Delivery costs, where applicable, are excluded and will be added at the time of quotation or checkout for bespoke furniture. We do not export outside the UK and are not responsible for any export or import duties for goods sent outside mainland UK. Bespoke Projects and Fitted Furniture: Upon quoting for a bespoke job, we will send the quote via our online portal. If the customer is happy with the provided price, they should accept the quote via the portal. A 50% deposit is required upon accepting the quote. The remaining balance is split as follows: 25% on the first day of fitting and the final 25% on the day of completion. Payments can be made via our automated invoicing system, BACS, or card payment methods such as Visa, MasterCard, and Maestro. 2. Order Security We take all reasonable care to ensure your order details remain secure. Custom Build Bros is not liable for losses due to unauthorised third-party access unless negligence on our part is proven. 3. Cancellations for Bespoke Projects As all items are made-to-order, a deposit is required upon agreeing to the quote. Orders cancelled after production has begun will result in loss of the deposit. We reserve the right to refuse any transaction or service at our discretion. 4. Resin Workshop Policy- Workshop Bookings: Full payment is required at the time of booking. All bookings are non-refundable. If you are unable to attend, rescheduling is allowed if requested 7 days or more in advance of the original date, subject to availability. Rescheduling requests made less than 7 days before the workshop will incur a £30 rescheduling fee and will be subject to availability on future workshop dates. Any rescheduling requests made within 7 days of the workshop may not be accommodated, and participants will need to rebook at full price unless exceptional circumstances apply. You may transfer your booking to another person at no extra cost by notifying us 48 hours in advance. Missed Workshops: If you miss your workshop without prior notification, no refund or rescheduling will be offered. Workshop Modifications by Custom Build Bros: In the event we need to cancel or reschedule a workshop due to unforeseen circumstances, we will notify you as soon as possible. You will have the option to reschedule or receive a full refund. 5. Bespoke Projects – Availability and Description Bespoke items are subject to availability, and we reserve the right to withdraw services at any time. We make every effort to provide accurate information, but we cannot guarantee the absence of errors. Should a clear error occur, we will rectify it as per our terms and conditions. Products may vary slightly from images due to their handmade nature, especially given the use of live edge wood. Grain patterns, colours, and resin hues may differ slightly. 6. Delivery and Lead Times for Bespoke Projects Lead times for bespoke furniture will be communicated during the quoting process. We will notify you of any delays, throughout production. 7. Return Policy Bespoke Items: Due to the customised nature of our products, returns on bespoke items are not accepted, unless there is a fault with the product. Faulty items will be replaced or rectified at our discretion depending on when the issue is raised. We are not liable for damage or wear and tear to bespoke items after the piece is handed over or delivered. Wood may occasionally warp, move, or crack; we will make an informed decision to rectify or provide maintenance at our discretion. 8. Security and Privacy We respect your privacy, and all personal data is handled according to the UK Data Protection Act 1998. We do not store credit card details and do not share personal information with third parties. 9. Copyright The content on this website, including all text, images, and media, is the property of Custom Build Bros Ltd. Reproduction or redistribution without written permission is prohibited. 10. Disclaimer The information on our website is intended for general use and guidance. We cannot guarantee its complete accuracy and accept no liability for any loss or damage arising from its use. As we work with live wood, patterns and grains, details may vary between products. Environmental factors may impact the condition of your item over time, so we recommend adhering to proper aftercare procedures. 11. Amendments to Terms and Conditions We reserve the right to update and amend these policies as necessary. Changes will not affect your statutory rights. 12. Customer Service For any questions, concerns, or updates to your order or booking, please contact us at info@custombuildbros.com or visit our website at www.custombuildbros.co.uk By using our services, accepting a quote or booking a workshop, you agree to these terms and policies.