Refund policy

RETURNS, REFUNDS & CANCELLATIONS

Panache Artistry


Last updated: 02/02/2026

RETURNS POLICY

1. Overview

Panache Artistry offers thoughtfully designed furniture and homeware, many of which are produced on a made-to-order, project, or extended lead-time basis.
Returns are therefore handled strictly in line with UK consumer law and the nature of our products.

This Returns Policy applies to consumer orders only.
Separate terms apply to trade, project, and B2B orders.

2. Statutory Right to Cancel (Consumer Orders)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the right to cancel eligible online purchases within 14 days of receiving their goods, unless an exemption under Regulation 28 applies.

This statutory right does not apply only to goods that are made to the consumer’s specifications or clearly personalised, as defined by law.

To exercise this right, you must notify us in writing within 14 days of delivery.

3. Returning an Item After Cancellation

If you cancel an eligible order under your statutory rights:

  • Items must be unused, undamaged, and returned in original packaging
  • You are responsible for return shipping costs, unless the item is faulty or incorrect
  • Items must be returned within 14 days of notifying us of cancellation
  • You remain responsible for the goods until they are received by us
  • We strongly recommend using a tracked and insured service

4. Refunds for Cancelled Orders

Once a returned item has been received and inspected:

  • Refunds are issued to the original payment method
  • Standard outbound delivery charges (if any) will be refunded
  • Refunds are processed within 14 days of receipt of the returned item
  • If the item shows signs of use, damage, or missing packaging, a reduction in refund may apply to reflect loss in value

5. Made-to-Order Items

Definition (Operational)

For operational purposes only, made-to-order items may include:

  • Items manufactured specifically after an order is placed
  • Project-based or batch-produced furniture
  • Items not held as finished stock at the time of purchase

For the avoidance of doubt:
Products offered with standard options (including size, colour, fabric, finish, or configuration selected from preset choices) are not considered goods made to the consumer’s specifications or clearly personalised for the purposes of Regulation 28.

Statutory Cancellation Rights (Important)

Nothing in this section affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Only goods that are genuinely made to the consumer’s specifications or clearly personalised, such as non-standard dimensions or materials not normally offered, are exempt from the statutory right to cancel.

Order Cancellation (Pre-Production)

We may accept cancellation requests before production of the item has commenced.

  • Where production has not yet started and a cancellation is accepted, a full refund will be issued, including the cost of standard delivery.
  • Where production has already commenced at the time a cancellation request is accepted, we may apply a charge of up to 50% of the total product value to cover materials, labour, and production allocation already incurred.

Once production has commenced, cancellation requests cannot be accepted except where required by law.

Failed Delivery & Access Issues (Made-to-Order)

Where delivery of a made-to-order item fails due to:

  • insufficient access,
  • incorrect measurements,
  • customer unavailability,
  • refusal of delivery, or
  • failure to prepare the delivery location,

Panache Artistry reserves the right to apply a charge of up to 50% of the total product value, reflecting production, handling, and logistics costs already incurred.

Customers are responsible for ensuring that all access routes to the delivery location are suitable.

Collection of Large Made-to-Order Items

Where a return or collection is agreed at our discretion:

  • Large items must be collected via our nominated carrier
  • Collection charges will apply and will be deducted from any refund
  • Fees vary based on item size, location, and service level

6. Non-Faulty Returns Outside the Statutory Period

Return requests made after the 14-day statutory period are not guaranteed and are considered strictly at our discretion.

If accepted:

  • Items must meet all return condition requirements
  • Return shipping costs are the customer’s responsibility
  • A restocking or handling deduction may apply
  • Original delivery charges are non-refundable

Acceptance of a discretionary return does not set a precedent for future orders.

7. Faulty, Damaged, or Incorrect Items

If your item arrives:

  • faulty,
  • damaged in transit, or
  • incorrect / not as described,

please notify us as soon as reasonably practicable after delivery, providing clear photographs and a description of the issue.
Requests for notification within 48 hours are made for operational purposes only and do not affect your statutory rights.

Under the Consumer Rights Act 2015, consumers have:

  • a 30-day short-term right to reject faulty goods for a full refund,
  • the right to a repair or replacement, and
  • a refund where repair or replacement is not possible or unsuccessful.

8. Large Items & Collection Costs (Non-Faulty)

For furniture and oversized items:

  • Return collections may incur collection fees
  • These costs may be deducted from any refund
  • Failed collections or missed appointments may result in additional charges

9. Sale & Ex-Display Items

Sale, promotional, and ex-display items are not excluded from statutory cancellation or consumer rights.
Any limitations apply only where permitted by law.

10. Exclusions

We do not accept returns for:

  • Items damaged due to misuse or improper care
  • Normal wear and tear
  • Items returned without prior authorisation
  • Items returned outside agreed timelines

11. Trade & B2B Orders

Orders placed under trade accounts, project pricing, or commercial / hospitality use are governed by separate B2B terms and are not subject to consumer cancellation rights.

12. How to Request a Return

All return requests must be submitted in writing to:
contact@thepanacheartistry.com

Please include:

  • order number
  • reason for return
  • photographs (where applicable)

Returns sent without authorisation may be refused.

CANCELLATION POLICY (CONSUMER ORDERS)

1. Scope

This Cancellation Policy applies to consumer orders only placed via our website.

2. Statutory Right to Cancel

Consumers have the right to cancel eligible online purchases within 14 days of receiving their goods, unless the goods are exempt under Regulation 28.

3. Effect of Cancellation

Where a statutory cancellation is validly exercised:

  • Items must be returned within 14 days of cancellation
  • Return shipping costs are the customer’s responsibility unless the item is faulty
  • Refunds are processed in accordance with this Returns Policy

4. Exclusions From the Right to Cancel

The statutory right to cancel does not apply only to goods that are:

  • made to the consumer’s specifications or clearly personalised, or
  • supplied under trade, project, or commercial terms

5. Orders Already Dispatched

Where a consumer cancels within 14 days of receiving the goods, the cancellation will be treated as a statutory cancellation under the Consumer Contracts Regulations 2013.

Standard outbound delivery costs will be refunded, and return costs may apply where lawful.

6. Failed Delivery & Customer Unavailability

Failed delivery due to customer-related issues does not constitute a valid cancellation.

7. How to Cancel an Order

To cancel an order, notify us in writing at:
contact@thepanacheartistry.com

8. Governing Law

This policy is governed by the laws of England and Wales.