Returns and Refunds

Returns

We offer a 30-day returns period for eligible items, starting from the date you receive your order.

If you wish to return an item because you have changed your mind, please contact us at info@stronsayforge.com within 30 days of receiving your order.

Items returned under our voluntary 30-day returns policy must be unused, in their original condition and suitably packaged to prevent damage during transit.

This policy is in addition to your statutory consumer rights.

Custom & Personalised Orders

Items made to your individual specifications or clearly personalised for you are generally excluded from change-of-mind cancellation rights.

This includes bespoke commissions and products personalised specifically for the customer.

Standard products that are individually made to order are not automatically excluded from cancellation or return rights simply because they are handmade after purchase.

Nothing in this section affects your rights if an item is faulty, damaged or not as described.

Faulty or Damaged Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible at info@stronsayforge.com .

Where possible, include your order number and photographs of the issue so we can investigate promptly.

Under the Consumer Rights Act 2015, customers have statutory remedies for goods that are faulty, not as described or not of satisfactory quality.

These may include a refund, repair or replacement, depending on the circumstances and applicable law.

Handmade Variations

Every Stronsay Forge item is individually crafted. Slight variations in shape, dimensions, hammer marks, texture and finish are part of the character of handmade work.

These natural variations are not necessarily defects, provided the item matches its description and is of satisfactory quality.

Refunds

Once we receive and inspect your return, we will confirm whether it has been accepted under our returns policy.

Approved refunds will be issued to the original payment method.

Where statutory cancellation rights apply, refunds will be processed within the timescales required by law, including any applicable standard outbound delivery charge.

For returns accepted solely under our additional 30-day change-of-mind policy, original delivery charges are not normally refunded unless otherwise agreed.

Return Postage

For change-of-mind returns, customers are generally responsible for the cost of returning their items.

Where goods are faulty, damaged or incorrectly supplied, we will cover reasonable return postage where required by law.

We recommend using a tracked postal service and packaging items securely, particularly for higher-value products.

Exchanges

If you would like to exchange an eligible item, please contact us before returning it.

Exchanges are subject to availability. Because our products are handmade, an identical replacement may not always be possible.

Where an item is faulty, your statutory rights remain unaffected.

Return Address

Please contact us before sending a return so we can provide the appropriate instructions.