Refund policy

At Manufakturo, we believe in transparency. This document outlines your rights and our procedures regarding returns and complaints, developed in accordance with applicable consumer protection laws and transport safety standards for oversized goods.

1. Right to Cancel (14-Day Cooling-Off Period)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you, or a third party indicated by you, take physical possession of the goods.

IMPORTANT EXCLUSION: The right to cancel does not apply to contracts for the supply of non-prefabricated goods made to the consumer's specifications or clearly personalised (custom-made and bespoke items).

2. Condition of Goods and Customer Liability

You are liable for any diminished value of the goods resulting from the handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning.

Please retain the original packaging. If the product was delivered on a pallet, it must be returned on the same pallet. In the absence of the original packaging or pallet, which prevents the item from being resold as a fully valued product, we reserve the right to deduct up to 10% of the product's value to cover repackaging costs and market value reduction.

PLEASE NOTE: If the product is returned without packaging, or in packaging but arrives damaged, the refund amount will be reduced by the cost of repairs or the loss of the item's market value. In such cases, the product loses its status as new and fully valued, making resale at the original price impossible.

3. Return Procedure

  • Step 1: Inform us of your decision by email at office@manufakturo.uk or by contact form on the website.
  • Step 2: Return the product. After notifying us of your return, you have 14 days to physically send the goods back to our warehouse address.
  • Step 3: Your refund will be processed within 7 working days of receiving the returned goods or proof of return. The refund covers the cost of the product.

4. Warranty and Complaints

Complaints must be submitted via email, accompanied by photographic evidence or a video showing the defect. This allows for quicker verification and avoids unnecessary transport costs. Any damage sustained during transit must be reported within 7 days of receiving the shipment.

VOID WARRANTY: The warranty becomes void if the product has been subjected to attempted self-repair, modification, or dismantling by the customer or third parties without the prior written consent of Manufakturo.

The warranty does not cover natural wear and tear, mechanical damage resulting from incorrect assembly, or chemical damage caused by using unapproved cleaning agents.

5. Uncollected Deliveries

In the event that a shipment is returned to the sender due to customer fault (incorrect address, failure to collect, or refusal of delivery without a written cancellation statement), the refund amount will be reduced by the actual return transport costs charged by the carrier.