Refund policy
Returns & Refund Policy — Made At Montrose
Our Commitment We take great pride in the quality of every board we make. If you're not completely happy with your order, please get in touch and we'll do our best to put
Returns
For standard, non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving it, in accordance with UK consumer law.
You must notify us within those 14 days if you wish to cancel. You then have a further 14 days to return the item.
Please return items unused, in their original condition and, where possible, in their original packaging. You may inspect the item as you would in a shop, but any handling beyond what is necessary may result in a deduction from your refund if the item’s value is reduced.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
To start a return, please contact us via our website before sending anything back. We'll provide you with return instructions.
Non-Returnable Items – Custom & Personalised Orders
Products made to a customer’s individual specifications, including boards personalised with names, dates, messages or bespoke laser engraving, cannot normally be cancelled or returned simply because the customer changes their mind.
This also applies to boards made to a customer’s specific measurements or bespoke design.
Standard handmade boards and non-personalised products remain eligible for cancellation and returns in accordance with our Returns Policy.
These exclusions do not affect your statutory consumer rights. If a product is faulty, damaged, not as described or does not meet the requirements of UK consumer law, you may still be entitled to a repair, replacement or refund.
Damaged or Faulty Items
At Made at Montrose, we take great care when making and packaging our handmade boards.
If your order arrives damaged, faulty or not as described, please contact us as soon as possible. Where possible, we ask that damage during delivery is reported within 48 hours, with photographs of the item and packaging to help us resolve the issue quickly.
This 48-hour request does not affect your statutory consumer rights.
Under the Consumer Rights Act 2015, customers may be entitled to a repair, replacement or refund depending on the circumstances. Where a product is faulty or damaged, we will provide an appropriate remedy in accordance with UK consumer law, at no additional cost .
Refunds
For eligible cancellations of online orders, we will issue your refund to your original payment method within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
Your refund will include the original standard delivery charge, where applicable. Additional charges for premium or express delivery are not refundable.
For faulty or damaged products, refunds will be handled in accordance with your statutory consumer rights, including the applicable refund deadlines.
We will confirm by email when your refund has been processed. Your payment provider may take additional time to show the funds in your account.
Return Postage
For standard, non-personalised products returned because a customer has changed their mind, the customer is responsible for paying the return postage costs.
We recommend using a tracked and adequately insured delivery service, particularly for our larger and heavier handmade chopping boards. Please retain proof of postage until your return has been completed.
If an item is faulty, damaged or not as described, Made at Montrose will cover reasonable return postage costs where required under UK consumer law. Please contact us before returning such items so we can arrange the most suitable return method.
Nothing in this policy affects your statutory consumer rights.
Questions? Please get in touch via our contact page and we'll be happy to help.