Terms & Conditions

We value every customer and want you to be delighted with your furniture. Because each piece is handmade to order with care and attention, we must set out clear terms to protect both you and our business. Please read these Terms & Conditions carefully before ordering. By placing an order, you agree to these terms.

1. Introduction

We value every customer and want you to be delighted with your furniture. As each piece is handmade to order, these terms ensure clarity and protect both parties. By placing an order, you agree to these Terms & Conditions.

2. Customer Satisfaction Guarantee

Our goal is for your furniture to meet or exceed expectations. If the size or style (e.g. base/legs) isn't quite right after delivery, we’ll adjust or replace that component. Any defects or transit damage will be repaired or replaced. Product expectations are defined through our website, samples, and sales communication.

Important:

  • Buyers must ensure all critical specifications are included on the invoice.

  • Orders without notes will be made to our standard specifications.

Full product care and finish details:

3. Warranty

a. Lifetime Guarantee (Up to 25 Years)

Covers manufacturing defects under normal domestic use. Does not cover:

  • Environmental damage (heat, moisture, etc.)

  • Neglect, misuse, or unauthorised alterations

  • Wood movement or cosmetic wear

Claims require written notice and photos. Repairs/replacements will be actioned promptly.

b. 2-Year Wood Movement Warranty

Wood movement is a natural characteristic of solid timber and occurs as the wood acclimatises to changes in humidity, temperature, and seasonal conditions. This warranty covers excessive movement only—defined as changes that exceed the thresholds below and affect the structural integrity or functionality of the item.

What Is Covered

  • Cracks wider than 3mm

  • Warping exceeding 1% of the total width (e.g., >10mm on a 1000mm tabletop)

  • Steps between joined boards over 2mm

If these issues occur within two years of delivery, we will assess and arrange refurbishment—either on-site or in our workshop—based on photographic evidence. Material replacement is not covered but can be quoted separately.

What Is Not Covered

  • Cracks 3mm or smaller

  • Warping under 1%

  • Steps at joins 2mm or less

  • Hairline shakes (fine, shallow openings in the grain)

  • Cosmetic changes like staining, marking, or colour variation

  • Movement caused by improper care or unsuitable environmental conditions

Definitions

  • Crack: A structural fissure, measured at its widest point (must travel through the full thickness of the board)

  • Warping: Curvature or bowing across the surface

  • Step: Height difference between boards

  • Hairline Shake: A fine surface-level opening in the grain that may be present from the start or appear as timber acclimatises; stable and not considered a fault

Environmental and Seasonal Movement

Timber moves throughout the year:

  • In winter, heating dries the air, causing timber to contract, sometimes revealing gaps or shakes

  • In summer, humidity causes timber to expand, closing small gaps

Proximity to heat sources (radiators, underfloor heating, wood burners) or direct sunlight can increase movement. These do not void the warranty but may increase visible effects. Only excessive movement, as defined above, is eligible for remediation.

We recommend avoiding refurbishment unless functionally necessary, as it can reduce timber thickness.

4. Refunds, Returns, Cancellations & Alterations

a. Cancellations

  • Bespoke orders: Cancellable within 14 days. After that, up to 50% of order value may be retained, depending on amount of work completed.

  • Archetypal designs: May be returned post-14 days at our discretion, with a 20% return fee plus delivery costs.

Cancellations must be made in writing. Identifying a mistake after 14 days does not reopen the cancellation window.

b. Exact Size Orders

Checkout price is based on drop-down selection. If exact dimensions exceed selected size, adjustments or price increases apply. We reserve the right to pause production until resolved.

c. Pre-Production Costs

Production begins as soon as materials are cut or prepared. These pre-production steps are non-refundable.

d. Disputes

We will provide full records to any payment provider if disputes arise.

e. Lead-Time Start

Lead time begins once all details and payment are confirmed in writing. Changes requested afterward may extend this.

5. Materials & Finishes

Our products are made from solid, kiln-dried timber and finished by hand. Due to the natural and handcrafted nature of our work, certain features are inherent and not considered defects. Natural features such as knots, shakes, colour variation, and grain are expected and not considered defects.

a. Material Standards

We use the following workshop standards for common materials:

  • Pine (Scandinavian Redwood): Rough sawn, waxed or oiled. Kiln stick marks may be present due to the timber's drying process and are considered a normal feature. Sanded to 80 or 120 grit depending on finish style. Large knots (>10mm) are filled; small knots and character features like shakes, medullary rays, and grain variation are left visible.

  • Oak (Character Grade): Resin-filled for live edge. Sanded to 180 grit. Features such as cracks, shakes, and colour variation are typical.

  • Walnut (Prime Grade): No knots or cracks. Sanded to 240 grit and finished with clear hard wax oil.

  • Steelwork: Supplied with a clear lacquer as standard. Colour variation and patinas are normal due to heat exposure during forming and welding.

Timber boards are purchased in standard thicknesses (25mm, 38mm, 50mm, 75mm) but can be reduced by up to 5–10mm during the finishing process depending on the style chosen.

Live edge designs may result in a reduction of 2–5cm in overall table width.

  • Pine: Rough sawn, waxed or oiled. Large knots (>10mm) filled.

  • Oak: Character grade. Resin-filled for live edge. Oiled.

  • Walnut: Prime grade. No knots or cracks.

  • Steelwork: Clear lacquer as standard unless otherwise requested.

Buyers must:

  • Confirm material/finish in writing for bespoke items

  • Order samples for accurate tone assessment

  • Accept variation in grain and finish due to natural wood character

b. Care Responsibilities

Customers must follow the Care Guide to preserve the condition of their furniture. Maintenance is essential for longevity—failure to do so may result in finish degradation or excessive wood movement, which are not covered by warranty.

Common characteristics such as grain texture, colour variation, saw or machining marks (e.g. circular saw lines or chip-out), and medullary rays are to be expected and celebrated as part of the rustic appeal. Maintenance is essential. Finish deterioration from neglect is not covered by warranty. Follow our Care Guide.

6. Design & Responsibility

  • Buyer must provide accurate measurements and confirm specifications on the invoice/drawing

  • Product images are illustrative only

  • Standard tolerance is +/-25mm unless otherwise requested

Post-delivery modifications void our warranty.

7. Delivery & Lead Times

  • Lead times are estimates and may flex by 2 weeks

  • Buyer must be available to receive delivery

a. Delivery Inspection

  • Inspect goods immediately and note any damage with courier

  • Provide photo evidence of packaging and item within 7 days

b. Access Requirements

  • Ensure safe and clear access

  • Failed deliveries due to access or absence will incur re-delivery and storage fees

  • Customers are responsible for correct contact details and assistance if needed

c. Inspection on Delivery

Inspect within 48 hours. If the item differs from the order, notify us in writing. After this window, the item is considered accepted.

d. Loss or Courier Delays

If an order is lost, we will issue a refund or replacement after the courier completes their investigation. Refused deliveries are subject to the 30-day cooling-off period, excluding carriage.

8. Payments & Pricing

  • Full payment is required before dispatch

  • 30% deposit may be accepted by arrangement

  • Prices include VAT unless stated

  • Quotes valid for 30 days

  • We may correct pricing or delivery cost errors post-order

9. Definitions

  • Buyer: You, the customer placing the order

  • Seller: Acumen Interiors Ltd ("Acumen Collection")

  • Bespoke: Made to your unique specification

  • Archetypal: Standard size items available online

  • Lifetime: Defined as 25 years

Final Note

If anything is unclear, please contact us. We are always happy to help ensure your experience with Acumen Collection is exceptional.