Terms & Conditions

These Terms & Conditions explain what you should expect when ordering, purchasing and owning products made or supplied by A&L Bespoke Designs.

Please read these terms carefully before placing an order. By confirming an order, paying a deposit, making payment against an invoice, or accepting delivery of our products, you agree to these Terms & Conditions.

These terms do not affect your statutory rights.

1. About A&L Bespoke Designs

A&L Bespoke Designs designs, makes and supplies bespoke and made-to-order furniture, woodwork and related products.

Business details:

Trading name and Legal Entity: A&L Bespoke Designs
Email: adrian@al-bespokedesign.co.uk

2. Product Categories

Our products may include, but are not limited to:

1. Solid wood furniture
   Furniture made using solid timber, including tables, benches, shelving, storage and other bespoke pieces.
2. Beam-style and character timber furniture
   Furniture using substantial timber sections, reclaimed-style beams, live-edge timber or highly characterful pieces of wood.
3. Wood and resin furniture
   Furniture that combines natural timber with resin features, sections or infills.
4. Chairs, seating and third-party products
   Chairs, seating or other items supplied by third-party manufacturers or selected suppliers. These may be subject to the manufacturer’s own guarantee or warranty in addition to any rights you have with A&L Bespoke Designs.

3. Confirming Your Order

Prices are subject to verification and an order is not accepted until A&L Bespoke Designs has issued a sales invoice, order confirmation or written acceptance, and the agreed deposit or payment has been received.

Because our products are made to order, we do not normally begin sourcing materials, ordering parts, preparing drawings or starting production until the agreed payment has been received.

Unless otherwise agreed in writing, payment in full is required before delivery, installation or collection.

Where any special payment terms are agreed, they must be recorded in writing on the sales invoice, quotation or order confirmation.

4. Order Details, Specifications and Design Approval

During the sales and design process, there may be conversations, emails, drawings, samples, photos and other exchanges to agree the final specification.

It is essential that any details that are important to you are recorded clearly on the sales invoice, quotation, design approval document or written order confirmation. This includes, but is not limited to:

• Dimensions
• Materials
• Finish
• Colour
• Edge style
• Base or leg style
• Grain direction
• Rustic or refined appearance
• Resin colour or effect
• Timber character
• Installation requirements
• Access restrictions
• Delivery requirements
• Any features you particularly want to include or avoid

If a requirement, preference or special instruction is not recorded in the final order confirmation, we will make your product using our normal production process and workshop judgement.

Please do not make payment or approve production until you are satisfied that the order details accurately reflect what has been agreed.

5. Bespoke and Made-to-Order Products

Most products supplied by A&L Bespoke Designs are bespoke, made to order, made to measure, personalised or produced to a customer’s specification.

A bespoke product may include any item that is made to your requested dimensions, design, material choice, colour, finish, space, use or personal preference.

For bespoke products, we may provide drawings, design visuals, samples, photos or written specifications for approval before production. Once you have approved the specification and production has started, changes may not be possible without additional cost.

Because bespoke products are made specifically for you, they cannot usually be returned or refunded simply because you change your mind, no longer require the item, selected the wrong size, or later decide you would prefer a different design, material or finish.

This does not affect your statutory rights if the product is faulty, not as described, or does not meet the agreed specification.

6. Natural Materials and Expected Variation

Wood is a natural material. No two pieces are identical.

By ordering a natural timber product, you accept that there may be variation in:

• Grain pattern
• Colour and tone
• Knots
• Cracks
• Live edges
• Burrs
• Voids
• Medullary rays
• Sapwood
• Texture
• Figure
• Surface character
• Resin patterning
• Natural movement over time

Photos on our website, social media, samples or previous project images are provided as examples only. They are intended to show the style and quality of our work, but they cannot guarantee an exact match to a future product.

Where you have specific expectations about colour, tone, character, knots, cracks, edge shape or other natural features, these must be agreed in writing before production begins.

If no specific requirements are recorded, A&L Bespoke Designs will select and work the timber using our professional judgement.

7. Colour, Finish and Photography

We take care to represent our work accurately, but colour can vary between photographs, screens, lighting conditions, timber batches and finishes.

We cannot guarantee an exact colour match based on a photograph, screen image or previous project.

Where a specific finish is required, this must be agreed before production. We may recommend samples, test pieces or reference images, but final results can still vary because timber absorbs stains, oils and finishes differently.

Non-standard finishes, additional samples or specialist colour matching may incur an additional charge.

8. Lead Times

We will provide an estimated lead time or target delivery period at the point of order.

Lead times are estimates only and may depend on:

• Timely payment
• Final design approval
• Material availability
• Supplier lead times
• Workshop schedule
• Customer decisions
• Changes to the specification
• Delivery or installation access
• Drying, curing or finishing time
• Circumstances outside our reasonable control

Unless specifically agreed in writing, lead times are not guaranteed delivery dates.

If your order is delayed for reasons outside our control, we will keep you updated and work to complete the order as soon as reasonably possible.

9. Changes to Orders

If you wish to change your order after confirmation, please contact us as soon as possible.

We will do our best to accommodate reasonable changes. However, changes may not be possible if materials have already been ordered, production has started, or the requested change would affect the structure, design or schedule of the product.

Any agreed change may result in:

• Additional cost
• A revised invoice
• A revised lead time
• A revised design approval
• A change to the final appearance or dimensions

No change is confirmed until accepted by A&L Bespoke Designs in writing.

10. Cancellations

Because our products are generally made to order, bespoke or personalised, cancellation rights may be limited once the order has been confirmed and production, design work or material sourcing has started.

If you cancel an order before work has started and before materials have been ordered, we will review any refund due after deducting any costs already incurred.

If you cancel after materials have been ordered, design work has been carried out, production has started, or the product has been completed, A&L Bespoke Designs reserves the right to retain part or all of the order value to cover costs, including:

• Design time
• Drawings or samples
• Sourced materials
• Supplier costs
• Workshop labour
• Production time
• Finishing work
• Administration
• Storage
• Recycling or resale costs
• Any loss caused by the cancellation

Where possible, we will always aim to be fair and transparent about any deductions.

This cancellation policy does not affect your statutory rights if the product is faulty, not as described, or does not meet the agreed specification.

11. Postponements and Storage

If you need to postpone delivery, collection or installation, please tell us as soon as possible.

Where materials have been ordered but production has not started, we may be able to hold the materials until you are ready. Once you confirm your revised “ready from” date, please allow enough time for production to be scheduled and completed.

Where production is already underway, we may need to complete the product to avoid additional workshop or material costs.

Where a completed product cannot be delivered, collected or installed because you are not ready, we may store it for a reasonable period. Storage terms will be agreed with you where possible.

Natural timber continues to move and acclimatise. Completed timber products stored away from their final assembled position may be more susceptible to movement, shrinkage, twisting or cracking. If refurbishment is required before delivery due to extended postponement, additional time and cost may apply.

Postponing delivery does not automatically postpone payment. Unless otherwise agreed, any outstanding balance remains due in accordance with the original payment terms.

12. Delivery, Collection and Installation

Delivery, collection or installation arrangements will be confirmed before completion of your order.

You are responsible for ensuring that:

• Access is suitable
• Measurements are correct
• Doorways, staircases, corridors and lifts are large enough
• The installation area is ready
• Flooring and surrounding areas are protected where necessary
• Any required permissions are in place
• Someone is available to receive the order
• The site is safe for delivery or installation

If we are unable to deliver or install because access is unsuitable, the site is not ready, or the information supplied to us was incorrect, additional delivery, storage or installation charges may apply.

13. Ownership and Risk

Risk in the product passes to you when the product is delivered, collected or installed.

Ownership of the product remains with A&L Bespoke Designs until payment has been received in full and cleared funds.

14. A&L Bespoke Designs Workmanship Promise

We want every customer to be delighted with their finished product.

If your product arrives with damage, a manufacturing defect or a clear issue against the agreed specification, please contact us as soon as possible and provide photographs.

Where a product has a manufacturing fault, we will assess the issue and may offer one or more of the following remedies:

• Repair
• Adjustment
• Refinishing
• Replacement of an affected component
• Remaking of an affected part
• Another fair solution agreed with you

Where the issue is due to a manufacturing error by A&L Bespoke Designs, reasonable repair or correction costs will be covered by us.

Where the issue is due to customer error, incorrect measurements, incorrect specification, a change of mind, misuse, unsuitable environment, accidental damage or normal natural variation, any remedial work may be chargeable. We will provide a quotation before carrying out chargeable work.

15. Reporting an Issue

Please inspect your product on delivery or installation.

If you notice damage, a defect or an issue with the agreed specification, please contact us promptly with:

• Your name
• Order details
• A description of the issue
• Clear photographs
• Any relevant measurements
• Details of the room or environment if the issue relates to movement, cracking or finish

We will review the information and advise on the next steps.

16. Wood Movement

Wood is hygroscopic, which means it naturally absorbs and releases moisture depending on its environment.

As timber acclimatises to your home or business premises, it may expand, contract, shrink, crack, cup, bow, twist or move slightly. This is normal for real wood and is part of owning natural timber furniture.

Wood movement is affected by:

• Heating
• Underfloor heating
• Air conditioning
• Wood burners
• Radiators
• Direct sunlight
• Large windows
• Skylights
• Humidity
• Poor ventilation
• Sudden temperature changes
• Seasonal changes
• Very dry rooms
• Very damp rooms

The greatest movement usually happens during the first 12 months as the product settles into its new environment.

17. Wood Movement Warranty

Where stated on your order confirmation, A&L Bespoke Designs may provide a wood movement warranty for eligible solid timber products.

Unless otherwise agreed in writing, this warranty covers excessive or practical wood movement for 24 months from delivery.

For the purposes of this warranty, excessive or practical wood movement may include:

• Cracks opening by more than 3mm
• A difference in flatness of more than 1% of the product width
• Steps between joined timber pieces of more than 2mm

Minor movement, small cracks, slight changes in flatness, natural shrinkage, changes in appearance, wear and tear, stains, marks, accidental damage and finish deterioration are not normally covered.

Where covered work is required, the warranty may include refurbishment, adjustment or repair. It does not automatically include replacement of the whole product or replacement of timber unless we decide this is necessary.

Refurbishment may involve sanding, planing, filling, refinishing or adjustment. This can lead to small changes in dimensions, appearance, colour, grain exposure or finish.

We strongly recommend allowing timber to settle for up to 12 months before carrying out non-urgent movement-related refurbishment, because further movement can occur during the first year.

18. What Is Not Covered by Warranty

Unless otherwise agreed in writing, warranties do not cover:

• Normal wood movement
• Natural cracks, knots or character
• Minor gaps or seasonal movement
• Wear and tear
• Accidental damage
• Impact damage
• Water damage
• Heat damage
• Staining
• Incorrect cleaning
• Incorrect oiling or refinishing
• Misuse
• Overloading
• Damage caused by moving the product incorrectly
• Damage caused by unsuitable environmental conditions
• Damage caused by placing furniture too close to heat sources
• Damage caused by underfloor heating unless specifically approved
• Changes caused by direct sunlight
• Commercial misuse where the product was specified for domestic use
• Third-party products beyond the relevant manufacturer’s warranty

19. Caring for Solid Wood Furniture

To help protect your furniture:

• Use coasters and placemats at all times.
• Wipe spills immediately.
• Do not leave liquid sitting on the surface.
• Avoid placing hot items directly on the surface.
• Avoid placing furniture too close to radiators, fires, wood burners or strong sunlight.
• Avoid sudden changes in temperature and humidity.
• Keep the room well ventilated.
• Consider using plants, a humidifier or other humidity management in very dry rooms.
• Follow any care instructions supplied with your product.
• Contact us before applying oils, waxes, cleaning chemicals or specialist treatments.

If the finish begins to fade or look dry, it may need replenishing with a suitable oil or care product. Please contact us for guidance before applying anything to the surface.

Incorrect application of oil, wax, cleaning products or other treatments can affect colour, sheen and evenness. Any repair required because of incorrect treatment may be chargeable.

20. Cracks, Knots and Natural Features

Cracks, knots, checks, voids and colour variation are normal in natural timber.

Some cracks may already be present before production due to drying and seasoning. These may be filled, stabilised, highlighted or left as a natural feature depending on the agreed design and our workshop judgement.

After delivery, further cracks or movement may occur as the product acclimatises.

Many customers choose natural timber because of these unique features. They are not defects unless they fall outside the agreed specification or create a practical issue covered by warranty.

21. Live Edge Furniture

Live edge timber follows the natural outer shape of the tree.

Because live edges are organic and irregular, finished dimensions may vary slightly from quoted measurements. A live edge cannot be made to look exactly like another piece of timber.

If you require a more precise, consistent or uniform edge, please discuss this before ordering. A straight, square, bevelled or shaped edge may be more suitable.

22. Extending Tables and Removable Sections

Solid timber extending tables, removable leaves or modular sections may move differently from the main product because they are separate pieces and may be stored in different conditions.

Over time, extensions may not remain perfectly flush, level or identical in width to the main table.

To reduce the risk of movement, store extensions as close as possible to the main table and in similar environmental conditions. Allow air to circulate around them.

Any adjustment to align extensions after natural movement may be chargeable unless otherwise stated in your order confirmation.

23. Resin Furniture

Where a product includes resin, each resin pour is unique.

Although reference images, samples or previous projects may be used to guide colour choice, we cannot guarantee an exact match in colour, depth, movement, pattern or effect.

Resin behaviour is affected by the timber, depth, curing process, pigments, temperature, surface area and other factors. Natural variation is part of the process.

Small bubbles, filled air pockets, suspended particles, slight variations, natural timber features and other minor imperfections may be visible within resin sections. We take care to minimise and treat these where practical, but a completely flawless resin surface cannot be guaranteed.

By ordering a wood and resin product, you accept that natural timber features and resin characteristics will form part of the finished appearance.

24. Beam-Style and Heavy Timber Furniture

Furniture made with substantial timber sections or beams is naturally heavy and characterful.

Large timber sections may contain cracks, splits, twists, knots, voids and other features. These may change over time as the timber settles.

It is not possible to guarantee that beams or heavy timber sections will remain perfectly straight, flat or unchanged.

Some beam-style pieces may include adjustable supports, levelling points or construction methods designed to accommodate natural movement. If adjustment is required after installation, please contact us for guidance.

Heavy furniture should be moved with care and by enough capable people using safe lifting methods. A&L Bespoke Designs is not responsible for injury or property damage caused by incorrect lifting, dragging, dismantling, reassembly or movement by the customer or a third party.

25. Glass, Metalwork and Other Materials

Where glass is supplied, it should be handled with care. Glass edges can chip if knocked or moved incorrectly.

Where steel, stainless steel or painted metalwork is supplied, it should be kept clean and dry. Painted or powder-coated finishes can chip if impacted. Stainless steel can mark or corrode if not maintained correctly.

Where laminated, veneered, composite or specialist materials are used, these may have specific care requirements. We will advise where relevant.

Damage caused by impact, incorrect cleaning, moisture, heat, misuse or poor maintenance is not covered unless otherwise agreed in writing.

26. Restoration, Repairs and Refurbishment

A&L Bespoke Designs may be able to repair, restore, refinish or refurbish furniture, whether originally supplied by us or not.

Repair and restoration work is assessed individually and quoted separately.

Where repair work is carried out, the finished result may not be identical to the original appearance because of changes in timber colour, age, grain, previous finish, wear, material loss or environmental effects.

27. Third-Party Chairs, Seating and Supplied Items

Where A&L Bespoke Designs supplies chairs, seating or other third-party products, those items may be covered by the relevant manufacturer’s warranty or guarantee.

Any warranty does not normally cover damage caused by misuse, accidental damage, staining, poor maintenance, incorrect assembly, failure to follow use instructions, or damage occurring after delivery.

If an issue arises with a third-party product supplied by us, please contact A&L Bespoke Designs in the first instance and we will advise on the appropriate process.

28. Commercial, Trade and Professional Orders

Where an order is placed by or through an interior designer, architect, contractor, commercial partner, business or trade customer, the order must be checked and approved by the relevant professional or authorised person before production.

A&L Bespoke Designs is not responsible for issues caused by incorrect information, incorrect measurements, unsuitable specification, change of brief, client change of mind, site changes or instructions provided by a third party acting on behalf of the customer.

Where a professional or commercial order requires changes because of customer, client or third-party error, any remedial work may be quoted separately.

29. Customer Measurements and Site Information

Where you provide measurements, drawings, plans, access information or site details, you are responsible for ensuring they are accurate.

A&L Bespoke Designs is not responsible for products not fitting, not suiting the space, or requiring alteration where incorrect or incomplete information has been provided by the customer or their representative.

Where requested, we may offer a site survey or measuring service. Any scope, cost and limitations of this service will be agreed separately.

30. Use and Suitability

Our furniture is designed for normal use as agreed at the time of order.

Tables, benches, shelving and other furniture are not designed to support the weight of a person unless expressly stated in writing.

Do not stand, sit or climb on furniture unless it has been specifically designed for that purpose.

If you have concerns about children, vulnerable adults, public use, commercial use, heavy use or unusual loading, please discuss this before ordering so we can advise on suitability.

31. Website Information

We aim to keep our website accurate and up to date. However, product descriptions, images, prices, lead times and availability may change.

Any website image, sample, guide or description is illustrative unless confirmed in your written order specification.

If there is any difference between the website and your final written order confirmation, the written order confirmation will take priority.

32. Liability

A&L Bespoke Designs will not be liable for losses caused by:

• Incorrect information supplied by the customer
• Failure to follow care instructions
• Misuse
• Accidental damage
• Unsuitable environmental conditions
• Delays outside our reasonable control
• Natural variation in timber or resin
• Normal wear and tear
• Third-party handling, moving or installation not carried out by us

Nothing in these terms limits or excludes liability where it would be unlawful to do so.

33. Complaints and Disputes

If you are unhappy with any part of your order, please contact us as soon as possible so we can try to resolve the issue.

Please provide clear details, photographs and any relevant order information.

We will review the matter fairly and aim to respond within a reasonable time.

34. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, unless another jurisdiction is required by law.