DELIVERY & RETURNS

At Bison&Beam, we want you to be completely satisfied with your purchase. We believe in building trust by providing a seamless experience, so our delivery and returns policy is designed to be as simple and straightforward as possible.

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DELIVERY INFORMATION

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• Delivery Costs: We are pleased to offer free delivery on all UK mainland orders over £200. For smaller orders, a standard £35 fee applies.

• Our Specialist Team: Your peace of mind is important to us. That’s why your order will be delivered by our own dedicated team, not a third-party courier. We’ll handle your items with the utmost care.

• Delivery Window & Stock: Our standard delivery window is within 12 working days. Our website shows live stock availability, giving you a clear and confident timeline from the moment you order.

• Delivery Outside UK Mainland: If you need delivery to the Channel Islands, Highlands, or other UK islands, please contact us before placing your order for a delivery quote.

 

 

Our Returns & Exchange Policy

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1. For Standard Items (If you've changed your mind)

If your order isn't quite right, you have 30 days from the date of purchase to request a return.

• Condition: To be eligible for a return, goods must be in their original packaging and in a resalable condition.

• Process: Please contact us with your order number to begin the process. We will require a photograph to be submitted showing the condition of the goods so we can approve the return.

• Collection & Fees: We will arrange to collect the items from the original delivery address. Please be aware that for unwanted items, a collection and restocking fee will apply.

2. For Damaged, Defective, or Incorrect Items

Your order should arrive in perfect condition. Please inspect all items upon delivery and notify us immediately if you discover an issue.

• Damage on Arrival: Any damage to the packaging or edges of the panels must be noted on the driver's delivery slip at the time of delivery.

• Face Damage: Any damage to the face of the panels must be reported to us within 72 hours of delivery.

• Manufacturing Defects: If you believe there is a manufacturing fault, you must report it to us immediately, prior to installation. We cannot accept responsibility for faults that are discovered or occur after the panels have been installed.

• Our Promise: For any goods deemed defective, damaged, or incorrect as a result of our error, we will cover all return costs and promptly arrange a replacement product or a full refund.

3. For Bespoke & "Made-to-Order" Items

Products we manufacture to order are exempt from our standard return policy.

• Identification: It will be clearly stated in the product description if an item is "made-to-order."

• Cancellations & Returns: Due to their personalised nature, these items are non-cancellable and non-refundable once the order is confirmed.

• Faulty Bespoke Items: Should you need to claim a refund because a bespoke product is faulty, you must notify us of the damage within 24 hours of delivery. We will investigate and, if the product is deemed faulty by us, we will dispatch a replacement or issue a refund.

 

 

The Refund Process

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Once your return is approved and the items are collected, they will be inspected at our warehouse. You should expect to receive your refund within 14-28 days, which allows time for return transit, inspection, and bank processing.

If you have any questions about our policy or need to start a return, please don't hesitate to reach out to our dedicated customer service team with your order number. We're here to help.