Refund policy

Returns & Exchanges

We want you to love your timber homewares. If something isn’t right, please contact us and we’ll help.

• Return / exchange window: Contact us within 14 days of delivery.
• How to start a return or exchange: Email hello@conrad-s.com with your order number, a brief explanation, and photos if relevant. We’ll reply with approval and return instructions.
• Condition: Items must be unused, in their original condition and packaging, and you’ll need proof of purchase.
• Who pays return shipping?
• Change of mind / exchanges: Return postage is paid by the customer.
• Faulty or damaged items: We cover return or replacement shipping (see “Damaged items” below).
• Method: Returns are by post (or by appointment at our Taggerty workshop for local customers).

Handcrafted timber means natural variation in colour and grain—each piece is unique. Such natural variation isn’t a fault.

Damaged or Incorrect Items

If your item arrives damaged or you received the wrong product, please email hello@conrad-s.com with photos and your order number ASAP. We’ll organise a replacement at no extra cost (or another suitable remedy).

Refunds

• Refunds are processed back to your original payment method.
• Please allow up to 5 business days after we receive the item back for funds to appear—bank processing times can vary.