Returns & Refunds

Every Mockridge vanity is handcrafted to order in our Bristol workshop, tailored to your exact specifications — size, finish, configuration, hardware. We don't carry stock, and once we begin cutting timber, the piece is yours.

For that reason, we are unable to accept returns or offer refunds in the event of a change of mind. We'd rather be upfront about this before you order than discover it together afterwards.

If you're uncertain about a finish, a size, or whether a particular range will suit your space, please ask. We're happy to talk you through options before you commit. Sample finishes and detailed dimensions are available on request.

All sales are final due to the bespoke nature of our products. This includes:

• All vanity units across the Clifton, Chester, Reeded, and Kingsbridge ranges.
• Custom colours, including any Farrow & Ball paint matches outside our standard five-colour palette.
• Custom sizing or modified configurations.
• Worktop selections, including marble and quartz upgrades.
• Any additional customisation options agreed at the point of order.

Before placing your order, we strongly encourage double-checking every detail — measurements of the space, plumbing locations, chosen finish, and configuration. Mistakes caught before manufacture starts can usually be corrected. Mistakes caught afterwards cannot.

If your item arrives damaged or develops a fault, we will put it right. This sits separately from the no-returns policy above — workmanship and transit damage are our responsibility, not yours.

Initial inspection

Please inspect your delivery within 48 hours of arrival and notify us immediately if anything isn't right. The 48-hour window is important because the courier insurance period closes shortly after delivery, and claims raised outside it become significantly harder to resolve.

How to make a claim

Email hello@mockridgebespokecarpentry.co.uk with the following:

• Your order number.
• Clear photographs of the item and the damage or fault.
• A brief description of the issue and when you noticed it.
• Where possible, photographs of the original packaging and how the item was wrapped on arrival.

Resolution

We'll assess the issue and arrange a suitable resolution. Depending on the nature of the damage or fault, this may include:

We aim to resolve damage cases the same day they're raised. Most replacements are built and dispatched within the standard lead time of 4 to 6 weeks.

If you need to cancel your order, please contact us as soon as possible. The point at which we begin work on your piece is the cut-off — before that, cancellations can usually be accommodated; after that, they cannot.

If you've changed your mind about a finish or configuration rather than wanting to cancel outright, get in touch as quickly as possible. We can often adjust details before cutting begins — a different colour, a different handle, even a different size in some cases. The earlier we know, the more flexibility we have.

Nothing in this policy affects your statutory rights under UK consumer law. The Consumer Rights Act 2015 entitles you to goods that are of satisfactory quality, fit for purpose, and as described. If a Mockridge vanity falls short of any of those standards, we are obliged to put it right — and we will.

The Consumer Contracts Regulations 2013 include a standard 14-day cooling-off period for distance purchases, but this does not apply to goods made to a consumer's specifications or clearly personalised. Because every Mockridge vanity is built to order in your choice of size, finish, and configuration, the cooling-off period does not apply once manufacture has begun.

If you believe we have not met our obligations under consumer law, please contact us first so we can resolve the matter directly. If we cannot reach an agreement, you can also contact Citizens Advice or your local trading standards office for further guidance.