Refund and Returns Policy

Capramont & Co manufactures premium cabinet hardware to order for cabinetry, joinery and interior projects.

Our products include standard catalogue products, made-to-order products, bespoke and customised hardware, samples and project-specific finish approval items.

This policy explains when products may be cancelled, returned, exchanged or refunded.

Nothing in this policy excludes or restricts any statutory rights that cannot legally be excluded.

1. Return window for eligible products

For products that are eligible for a change-of-mind return, you must notify Capramont & Co that you wish to cancel or return the order within 14 days of receiving the goods.

After notifying us, the goods should normally be returned within a further 14 days.

Eligible products must be returned:

• unused;

• uninstalled;

• undamaged;

• unaltered;

• in a condition suitable for resale; and

• with the original packaging where reasonably possible.

You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and suitability. Where applicable law permits, we may make an appropriate deduction from a refund if the value of the goods has been reduced by handling beyond what would reasonably be necessary to inspect them.

2. Products eligible for change-of-mind returns

A standard product may be eligible for a change-of-mind return where it has not been manufactured or modified to the customer's individual specification and no applicable exclusion applies.

The fact that a product is manufactured after an order is placed does not, by itself, determine whether a statutory cancellation right applies.

Where a consumer has ordered a product from Capramont & Co's standard published catalogue without requesting a bespoke or personalised specification, any mandatory cancellation or return rights provided by applicable consumer law will apply.

3. Bespoke, customised and personalised products

Products that are made to the customer's individual specification or are clearly personalised are not normally eligible for cancellation, exchange or return because of a change of mind, except where applicable law requires otherwise.

This can include, for example:

• custom centre-to-centre dimensions;

• non-standard dimensions or sizes;

• alterations to a standard design;

• project-specific machining;

• custom drawings or specifications;

• bespoke materials;

• specially commissioned finishes;

• custom colour or finish matching;

• project-specific surface treatment;

• engraving or other personalisation; and

• any other product manufactured specifically to an individually agreed specification.

A product will not be treated as bespoke merely because Capramont & Co manufactures it after receiving the order. The nature of the customer's specification and the applicable law will determine whether a bespoke or personalised-product exclusion applies.

This section does not affect your rights if a bespoke or customised product is faulty, damaged, incorrectly supplied, not as described or otherwise does not comply with applicable law.

4. How to request a return

To request a cancellation or return, email:

info@capramontandco.com

Please provide:

• your order number;

• the product or products concerned;

• the reason for the return, where relevant; and

• photographs if the product is faulty, damaged or incorrectly supplied.

We will provide return instructions and the appropriate return address.

Please contact us before sending goods back so that the return can be identified and processed correctly.

Where you have a statutory right to cancel, that right is not dependent on Capramont & Co granting discretionary approval.

5. Return method

Approved returns are normally made by post or courier to the return address provided by Capramont & Co.

Please use suitable protective packaging.

Customers remain responsible for returned goods until they are received by us, except where applicable law provides otherwise.

We recommend using an appropriate tracked and insured delivery service for valuable products.

6. Change-of-mind return costs

For an eligible return made because you have changed your mind, ordered the wrong item or no longer require the product, the customer is responsible for the direct cost of returning the goods, unless:

• Capramont & Co has agreed otherwise in writing; or

• applicable law requires Capramont & Co to pay the return cost.

We do not charge a restocking or administration fee for an eligible statutory consumer return.

Original expedited, premium or upgraded delivery charges are not normally refundable beyond any amount required by applicable law.

Where UK consumer cancellation rights apply, any refund of the original delivery charge will be handled in accordance with applicable law, including the rules relating to the least expensive standard delivery option offered.

7. Faulty, damaged or incorrectly supplied goods

If a product is:

• faulty;

• damaged in transit;

• incorrectly supplied;

• materially different from the confirmed order specification;

• not as described; or

• otherwise fails to meet applicable legal requirements,

please contact info@capramontandco.com as soon as reasonably possible.

Providing photographs and details of the issue will normally allow us to resolve the matter more quickly.

Depending on the circumstances and your applicable legal rights, the appropriate remedy may include:

• repair;

• replacement;

• remanufacture;

• price reduction; or

• refund.

Where goods are confirmed as faulty, damaged or incorrectly supplied and a return is required, Capramont & Co will arrange the return or pay reasonable approved return delivery costs as appropriate.

No restocking or administration fee will be charged for an accepted return of faulty, damaged or incorrectly supplied goods.

Prompt notification helps us investigate damage and carrier issues but does not remove any mandatory statutory rights.

8. Incorrect measurements or specifications supplied by the customer

Customers are responsible for checking all order details before manufacture, including:

• quantities;

• dimensions;

• centre-to-centre measurements;

• fixing requirements;

• materials;

• finishes;

• drawings;

• schedules; and

• other specifications.

Where Capramont & Co manufactures a product correctly in accordance with measurements, drawings, finishes, materials or other specifications supplied or approved by the customer, the product will not normally be considered faulty merely because the customer's specification subsequently proves unsuitable for the intended installation.

Where specification is critical, we recommend reviewing drawings, measurements and physical finish samples before production is confirmed.

9. Samples and finish approval items

Samples and finish approval items are provided to assist with specification and project decision-making.

A standard sample that is not customised will be subject to any cancellation or return rights that apply under applicable law.

A sample or finish item manufactured specifically to a customer's individual specification, custom finish, colour match, material requirement or project requirement may be treated as a bespoke or personalised product and may therefore not be eligible for a change-of-mind return.

Faulty, damaged or incorrectly supplied samples remain covered by the applicable provisions of this policy and by mandatory consumer rights.

10. Living finishes and natural material variation

Many Capramont & Co finishes are living or hand-finished surfaces.

Natural variation may occur in:

• colour;

• tone;

• depth;

• texture;

• patination;

• surface character; and

• sheen.

Finishes may continue to change through normal handling, use, exposure to air, moisture, cleaning products and environmental conditions.

Reasonable natural variation and the normal development of a living finish are characteristics of these materials and do not, by themselves, constitute a fault.

Images displayed on screens may also vary from the appearance of physical materials.

Where precise finish approval is important, we recommend obtaining a physical sample or agreed finish approval before production.

Nothing in this section affects your rights where a product is materially different from its description or an agreed specification.

11. Damage after delivery

Damage caused after delivery through matters such as:

• incorrect installation;

• misuse;

• inappropriate cleaning products;

• excessive force;

• modification;

• unsuitable storage;

• chemical exposure; or

• treatment contrary to our instructions

will not normally constitute a manufacturing fault.

We may request photographs or other information where necessary to establish the nature and cause of an issue.

12. Cancelling an order before delivery

If you wish to cancel an order before delivery, contact:

info@capramontandco.com

as soon as possible.

For products that are not bespoke or personalised, any statutory cancellation rights that apply to the order remain unaffected.

For bespoke, customised or personalised products, manufacture and other order-specific work may begin soon after an order is accepted.

This may include:

• allocating materials;

• cutting material;

• machining;

• finishing;

• custom manufacture;

• preparation of project-specific components;

• procurement of special materials; and

• production scheduling.

Where an order is for bespoke or personalised goods, Capramont & Co may nevertheless agree to cancel the order before significant production or order-specific costs have been incurred. Any such cancellation is discretionary unless a legal cancellation right applies.

Once bespoke production or other significant order-specific work has begun, cancellation will not normally be accepted.

13. Refunds

Where a refund is due, it will normally be made using the original payment method unless another method is agreed or required by law.

For eligible UK consumer cancellations, refunds will be made without undue delay and in accordance with the statutory timescales applicable to the transaction.

For returned goods, we may wait until we have received the goods back or received acceptable evidence that they have been sent back where the law permits us to do so.

Your bank, card issuer or payment provider may take additional time to make refunded funds available after Capramont & Co has processed the refund.

No refund administration fee will be charged where applicable consumer law prohibits such a fee.

14. Exchanges

Capramont & Co does not provide a general change-of-mind exchange service.

Where an eligible standard product may legally be returned, you may return it in accordance with this policy and place a new order for the alternative product required.

Bespoke, customised or personalised products cannot normally be exchanged because a different size, centre, material, finish or specification is subsequently preferred.

Where a product is faulty or incorrectly supplied, replacement or remanufacture may be offered where appropriate.

15. Trade, business and commercial orders

Orders placed wholly or mainly for business, trade, commercial, professional or project purposes are treated separately from consumer purchases.

Consumer cancellation rights do not generally apply to business purchases in the same way as they apply to consumer transactions.

Trade and commercial orders may therefore be subject to:

• these terms;

• our trade terms;

• quotation terms;

• project-specific terms;

• purchase-order terms accepted by Capramont & Co; or

• other written contractual terms agreed between the parties.

Unless otherwise agreed in writing, bespoke, customised and made-to-specification business orders are not returnable because of a change of mind, incorrect customer specification or subsequent project changes.

Nothing in this section affects rights expressly agreed in writing between Capramont & Co and the business customer.

16. International orders

Capramont & Co supplies customers in multiple countries.

Consumer protection and cancellation rights vary by jurisdiction.

This policy establishes Capramont & Co's general return arrangements, but where mandatory consumer law in the country in which you are purchasing gives you greater rights, those mandatory rights will apply.

Where local law provides a mandatory cancellation, refund, repair, replacement or other remedy that conflicts with this policy, the mandatory legal requirement takes precedence.

For international change-of-mind returns, the customer is normally responsible for return delivery costs and any associated return logistics unless applicable law requires otherwise.

Please contact us before returning an international shipment so that we can provide the correct return instructions.

17. Discretionary returns and exceptions

Capramont & Co may occasionally agree to a cancellation, return, exchange, credit, remake or other solution outside the rights described in this policy.

Any discretionary exception applies only to the particular order concerned and does not create a general or continuing right for other orders.

18. Statutory rights

Nothing in this policy excludes, restricts or attempts to override any consumer or other legal right that cannot lawfully be excluded.

Where a provision of this policy conflicts with a mandatory statutory right, the statutory right will prevail.

Contact

For questions regarding cancellations, returns, faulty goods, replacements or refunds, contact:

Capramont & Co
Email: info@capramontandco.com