Return Policy

As our work is handmade to order we typically operate a no return policy as most custom-made work does not present re-sale opportunities. We encourage our customers to ensure selections are made correctly before confirming the order.

The exceptions for this would be a full return and refund if Black Forge Art has the potential opportunity of resale of purchased item. This would be at the discretion of the company only. These returns would need to be within 28 days of delivery and the product would still be in its delivered state (I.e. has not been installed, fitted and then removed). 

Black Forge Art would let all customers know if a product purchased online would be accepted for a return so please contact us before ordering if they is any possibility that you would request a return.

If we have granted a full return the customer would be responsible for return costs of the product (whether with couriers arranged by Black Forge Art or customer allocated shipping).

If we have granted a full return a full refund will be issued to the same details payment was made within three working days of receipt of goods.

Communication must be made by email, online contact form or letter. We recommend dating letters.

Should a product arrive faulty we ask the customer to immediately photograph the delivery box and damaged/faulty product and email or write to us (please date letters). If harm or damage is at no fault of the customer or responsible parties of the customer the company will arrange full return and repair or remanufacture before delivery back to customer at no cost to the customer.

Before installation or use of an item, it is the customer’s responsibility to ensure that they are happy with the item. If you are not entirely satisfied with your item, you must notify us immediately. You must not rework or correct the product without our explicit agreement in writing. If rework is undertaken without written agreement, we cannot be held responsible for any issues and the item can no longer be returned to us.

In the unlikely event of a product becoming faulty after installation/fitting, we cannot be held responsible for any costs associated with deinstallation and it becomes the customer’s responsibility to organise the safe return of said item. If you become dissatisfied about an installed product, you must contact Black Forge Art immediately to discuss your concerns before sending any items back to the company. Once approved and agreed upon by the company, we will then advise whether the item needs to be returned to us in order to rectify the issue. In some cases, we will send out materials or parts to rectify the issue (e.g. touch-up paint, etc). If a return is required, you must arrange and cover all financial implications to return the item in full without any harm or loss of parts. Thereafter, we will evaluate if any rework is necessary or if a refund in full or part can be actioned.

Regardless of whether an item has been delivered damaged, is faulty or incorrect, for all returns, it is the customer’s responsibility to ensure it is safely and suitably wrapped for courier collection and must also be made available in the same location as the courier delivered it.

Disposal of all packaging, including pallets, etc. is the customers responsibility.

None of these terms change or alter the terms of any guarantees.

Delivery Damage Returns

We can only process a delivery damage return within 72 hours of delivery. So please ensure your delivered item has been thoroughly checked within this time.

Please include photos of the packaging, any damage, and your order number. For returns please contact us by email or letter.

For all delivered products and items, we recommend inspecting the goods prior to accepting and signing for them from the courier.

It is the customer’s responsibility to thoroughly check delivered goods before any installation is undertaken. 

Regardless of whether an item has been delivered damaged, is faulty or incorrect, for all returns, it is the customer’s responsibility to ensure it is safely and suitably wrapped for courier collection and must also be made available in the same location as the courier delivered it, or at the kerbside of the property. For palleted items, please ensure that you retain all packaging. Should you wish to return an item, it will need to be repackaged as best you can use the pallet supplied. In the event that packaging isn’t retained, you will be incurred the respective cost as quoted to us by the courier. This cost will be reduced from the refundable value of your item. Collections must be available within courier working hours, typically 7 am -7 pm.

Commissions and bespoke product returns

Dissatisfaction of handmade commissions that have been individually manufactured as per a customers request are not eligible for returns as they would not be available for re-stocking.

Bespoke work would include but not limited to to; Individual commissions, a variable product and signage that includes lettering of a property.

We do not offer returns on our work once a commission has been made as each order is individually made by hand for the customer.

Please ensure that you have double checked the options and ordered correctly or contact us if you need any clarification or advice before you order.

If you have made an error with your order then please contact us and we will adjust this for you, including refunding or charging according to the adjustment required. – If we have already started work on your commission then this may not be possible so please contact us immediately if you require any changes to your commission.

Cancellations

You can cancel your order within 72 hours of ordering and receive a full refund by contacting us.

We can extend this time for a full return of retail price if we have not commenced any work on your commission.

If some but not all work has commenced and 72 hours have lapsed a partial refund can be issued.

Please note that any cancellations of commissions that have been completed of manufacture would not receive any return of costs or payments.

Please note that all refunds will be only credited back using the original payment method.